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Hotel & Hospitality
Three Hotels. One FM Partner. 99.2% Guest-Facing Uptime.
4-Star Regional Hotel Group — Yorkshire
99.2%System Uptime
87%Complaint Drop
01. The Challenge
A hotel group with three properties was experiencing repeated guest complaints related to M&E failures — faulty HVAC in rooms, heating outages, and lift downtime. Their previous FM provider had slow response times and no dedicated account management.
02. The Solution
EntireFM took on a full hard FM contract across all three sites, establishing SFG20-compliant PPM schedules for all boilers, chillers, HVAC systems, emergency lighting, and fire safety equipment. Our 24/7 helpdesk provided dedicated account management with sub-4-hour SLAs for all guest-facing systems.
03. The Results
- Guest complaints related to building systems dropped by 87% in the first year
- All three properties passed their next fire safety inspections with zero observations
- 99.2% uptime on guest-facing systems tracked over 12 months
- Average reactive response time: 2 hours 40 minutes
"We haven't had an M&E-related complaint in eight months. For a hotel group that's extraordinary. EntireFM made that happen."
General Manager, Hotel Group
Services Delivered:
Hard FM
PPM
24/7 Reactive Helpdesk
Building Fabric Maintenance