Oracle Hospitality Stumbled in Micros Integration But Says It Has Recovered
Photo Credit: Opened in November at the Oracle Hospitality office in Columbia, Maryland, the Customer Experience Center offers demonstrations of the company's software in action. Oracle
Skift Take
Oracle Hospitality doesn't fold sheets, bus tables, or stock shelves, but its software does keep hotels in order. It's taking a few years for the company to get itself in order, too.
Three years ago, business software maker Oracle acquired Micros, a hotel and restaurant technology company, for $4.6 billion net of cash.
Micros was the market leader. More hotels used Micros's software to check in and check out guests than any other company's reservation management software. For more than two decades its servers hummed under the front desks and in the back offices at tens of thousands of properties worldwide.
One of the knocks against Micros' hotel software was that it was antiquated. One hotelier called it "a DOS pig with lipstick," referring to the 1980s Microsoft disk operating system for computers.
Oracle found the integration of Micros tough sledding in a few ways. Execution of the merger did not meet the expectations of many hotel customers.
Oracle was caught off guard. As a company not used to dealing with call-center-based customer service, it suddenly had to handle help desk requests for thousands of vendors — half of whom were outside of the Un
