Hoteles City upgrades travelers’ digital hotel accommodation experience

Rackspace Technology supported this hotel chain’s modernization projects and migration to the reliable and advanced digital capabilities of private cloud.

Hoteles Industry Travel & Hospitality Challenge

In an industry where guest experiences define businesses, hospitality organizations are under pressure to modify their business models to meet customers’ expanding expectations. Hoteles City needed to remain a leader in this competitive space by modernizing the travel process and creating personalized and unforgettable experiences for its customers.

Solutions Private Cloud, Security Platforms VMware

Professional & Managed Services

Managed Services

Our customer

Founded in 2002, Hoteles City is a hotel chain specializing in comfortable, safe and high-quality accommodations and services for business and leisure travelers. With over 150 hotels and five brands, Hoteles City is the leading and fastest-growing limited-service hotel chain in Mexico in terms of hotels, rooms, geographic presence, market share and revenue. Its brands include City Express, City Express Suites, City Express Plus, City Express Junior and City Centro — all focused on delivering exceptional guest experiences.


“Our relationship with Rackspace Technology is as close as if they were part of our business...What’s the value I see in Rackspace Technology? That instead of seeing them solely as a hosting and virtualization provider, they are my strategic partner. My servers are in 'their court' and they make sure they work based on a deep understanding of our business.”
Francisco Fabregat, CIO, Hoteles City
Hotel room

The obstacles they faced

Hoteles City wanted to retain its leadership position in Mexico’s travel and hospitality industry by modifying its digital business model to meet travelers’ ever-evolving range of technological expectations. In particular, the hotel chain wanted to meet guests’ demand for more personalized interactions and the ability to control their own hotel experiences. The company also wanted to ensure its digital guest services performed flawlessly every time.

To achieve its digital transformation goals, Hoteles City wanted a technology partner who could deliver the expertise, support and availability required to optimize its guest service processes in ways that would delight its customers.


“Instead of making abrupt leaps toward digital transformation, we have experienced continuous growth, change, migration and evolution. As a result, even during the global pandemic, we were able to keep our operations evolving remotely from day one with Rackspace Technology.”

Francisco Fabregat, CIO, Hoteles City

How we helped

The partnership between Hoteles City and Rackspace Technology began in 2015 with hosting services. Since then, the relationship has gone through an evolution. Today, Rackspace Technology is a true partner, providing the hotel company with a wide range of technology support and modernization services.

In its most recent project, Rackspace Technology helped Hoteles City modernize its entire technological infrastructure with managed private cloud services in a VMware environment. This evolution is supporting the new digital direction in which the hotel chain needed and wanted to move to retain its leadership position in Mexico’s travel and hospitality industry and, most importantly, to deliver the robust digital experience today’s travelers’ have come to expect.

What we achieved together

Hoteles City wanted to achieve a stronger union between business and technology, believing this convergence is fundamental for determining the modernization strategy that delivers the optimal outcome. In Rackspace Technology, Hoteles City gained both the technical knowledge and business consulting expertise it needed to design its technology transformation in the way that would best meet its business objectives.

With Rackspace Technology supporting its technology development, every product or solution request begins with a deep assessment and roadmap with both Hoteles City’s internal team — IT operations, development and governance — and the Rackspace Technology team. Optimization decisions are made at conception on every critical issue, including the product size, where it will coexist, how it will be hosted, how it will interact with other systems, who must have access and who must have permissions.

"This integration of all areas translates to teamwork, which really works to help us achieve our critical digital business objectives," said Francisco Fabregat, Hoteles City CIO.

About Rackspace Technology

Rackspace Technology is a hybrid, multicloud solutions expert. We combine our expertise with the world’s leading technologies — across AI, applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. 

As a global hybrid, multicloud technology services pioneer, we deliver innovative capabilities to help customers build new revenue streams, increase efficiency and create incredible experiences. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent to deliver the best expertise to our customers. Everything we do is wrapped in Fanatical Experience® — our obsession with customer success that drives us to help each customer work faster, smarter and stay ahead of what’s next. 


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