If you’ve ever felt like you’re stuck in a never-ending game of tech support telephone with your vendor, you’re not alone. In hospitality, where every guest interaction counts, tech chaos isn’t just annoying—it’s a profit killer.
Here’s what that “vendor-driven tech” pain usually looks like for operators:
You can’t get a straight answer on what’s connected to what (and who owns it).
Basic fixes take days because everything has to go “through their team.”
You’re locked out of your own systems—domain, hosting, forms, analytics, email… pick one.
Leads turn into a junk drawer (spam floods the inbox, real inquiries get buried, attribution is a guessing game).
No documentation exists unless you count “we’ll circle back” as a system.
Every tool blames the next tool—PMS blames the booking engine, booking engine blames the website, website blames the form plugin.
Vendor transitions feel like a hostage negotiation instead of a handoff.
Revenue gets blocked when something breaks at the worst possible moment (because it always does).
In this post, Charles and I dig into a problem we see far too often: third-party ownership of critical tech infrastructure. It starts small—maybe a vendor manages your website or email—and before you know it, you’re locked out of your own systems, chasing vague answers while your team drowns in spam leads.
This is your playbook to take back control.
Let’s rewind to a real client experience. It started with a simple problem. An influx of spam leads. But once we peeked under the hood, things got messy. Multiple websites. Disorganized API keys. Vendors with full control, but no operational knowledge. It quickly became painfully apparent that the business was flying blind.
We discovered that:
Spam was flooding MailChimp, over 95% from questionable sources. For months!
Leads were untraceable, with no single source of truth while disrupting sales and marketing.
Third-party vendors owned too many pieces, from hosting to form integrations.
The kicker? The client had no real access, and the vendor couldn’t even explain their own system.
So what exactly is “third-party ownership”?
It’s when a vendor—not your business—has full administrative control over your digital assets: your domain, hosting, booking engine, software tools, email setup, forms, or even analytics. It sounds harmless until it’s not.
Here’s what can go wrong:
Slow response times when things break.
Loss of access during vendor transitions.
Hidden costs from marked-up services or added fees.
Blocked revenue, if something like your booking engine goes down.
Brand damage, if your domain is held hostage during a contract dispute.
Everything might seem to work, until it doesn’t. Common red flags:
You ask your vendor a basic question and they say, “We’ll have to check with someone.”
No documentation. No clarity. Just vague responses.
Different systems (like websites or forms) use shared keys or unverified setups.
If you feel like a “small fish in a big pond,” it’s time to re-evaluate the relationship.
Here’s exactly what we did with our client, and what you can do too.
The first “stop the bleeding” move was migrating websites to a client-owned hosting account. This eliminated the lag time from vendor delays and let us work freely.
Pro Tip: Always ensure you own the hosting environment. Use delegated access, not vendor-owned accounts.
We audited all form integrations. Each site was using the same MailChimp API key, with no consistent ReCAPTCHA. We:
Installed unique, functioning ReCAPTCHA keys
Simplified MailChimp integrations
Identified and removed the spammy entry point
Now only clean, valid leads come through, immediately tracking hundreds per week.
We organized API keys, DNS access, analytics credentials, and form routing in a centralized document the client owns. This eliminates confusion and sets them up for any future vendor transitions.
Don’t wait for a crisis to discover what you don’t own. Here’s your baseline:
Your domain name – Registered under your business, not a vendor.
Your hosting account – With full admin rights.
License keys or subscriptions – Paid directly by you, not bundled through an agency.
Contractual clarity – Ensure your agreement states that you own all digital assets.
Migration clause – Your contract should include support for a smooth hand-off if needed.
Technical documentation – Demand it. Use it. Ensure it’s updated quarterly.
You don’t have to bring everything in-house, but you do need control. If your vendor can’t deliver clarity, speed, or support when it counts, that’s your cue.
Keep third parties where:
Contracts are enforceable
Support is fast and clear
You have admin access and documentation
Bring it in-house when:
There’s finger-pointing instead of fixes
No one can explain how things work
Vendor relationships feel risky or opaque
If this post feels uncomfortably familiar, you’re not alone, and you’re not stuck. Book a hospitality tech strategy session and we’ll help you assess, streamline, and secure your digital infrastructure.
Because duct-tape fixes won’t cut it when the guest experience is on the line.
Start with your domain name and hosting environment—they’re the foundation for everything else. If you don’t own them, you don’t own your site.
Absolutely. The goal isn’t to DIY everything—it’s to have visibility, control, and a clear exit plan if needed.
Ask your vendor to provide a list of what they own vs. what you own. If that question gets dodged or delayed, that’s a red flag.