Family-owned Stratton House Hotel in England’s internationally renowned Cotswolds region upgraded from an outdated analogue PBX to a cloud-based VoIP system with Snom handsets, improving guest connectivity and reducing costs.
Stratton House Hotel is an independent family-owned spa hotel in the heart of England’s internationally renowned Cotswolds region.
Located on the edge of the market town of Cirencester, surrounded by rolling countryside and steeped in Georgian character, the hotel is a popular destination for weekend breaks, spa days, weddings and business gatherings.
With 43 individually styled bedrooms, a garden restaurant, a traditional oak bar and an award-winning spa, Stratton House pitches period charm with modern hospitality. Its emphasis on personal service and guest experience has helped it to build a loyal following over the years. Yet behind the grand history of the building, the hotel faced a very modern problem: how to refresh its outdated telecommunications system without causing costly disruption to staff or guests.
The problem: Outdated analogue systems
The hotel’s existing telephone cabling had long been a headache for management. Much of the infrastructure was located externally, running along the outside of the building. This not only detracted from the hotel’s aesthetics but also created ongoing maintenance issues. Exposure to the elements had caused cables to perish and replacing them was not straightforward. Any re-cabling project would be expensive, time-consuming and disruptive to daily operations.
Indoors, Stratton House relied on a private branch exchange (PBX) system with analogue extensions in each guest bedroom. While functional, these lines lacked the features expected in modern hospitality environments. Guests often reported poor call quality with interference, static noise and dropped calls undermining the reliability of the service.
On the operational side, the system was becoming increasingly difficult to maintain. As analogue technology continues to decline, sourcing replacement parts and skilled engineers has become a challenge. For a hotel committed to high service standards, the risk of phones being out of order was not acceptable.
The management team faced two options: invest heavily in re-cabling the entire hotel to support a new analogue system or explore Voice-over-IP (VoIP) technology, which could run over the hotel’s existing Wi-Fi network.
Seeking expert guidance
Stratton House has a long-standing relationship with Armstrong Bell, a telecommunications provider specialising in cloud telephony and business communication solutions. Having worked together on smaller projects in the past, the hotel turned to Armstrong Bell for advice on how to modernise its systems without breaking the bank.
William Copley, Founder and Managing Director at Armstrong Bell, explained: “Hotel operators see telephony as an important amenity which contributes to how they are rated – but installation costs can often be a barrier. Stratton House were looking for devices at an effective price point that would be easy to use and could seamlessly connect guests and employees across various areas of the hotel. They also wanted to ensure that all guests had access to a telephone should there be a health emergency.”
After discussions, it became clear that VoIP offered the most practical and future-proof solution. Rather than digging up floors and walls to lay new cables, the hotel could deploy IP handsets that connect wirelessly to the existing Wi-Fi network.
The solution: A cloud-based PBX and smart handsets
Armstrong Bell proposed installing 50 of Snom’s HD350W handsets linked to a cloud-based PBX platform. These handsets are designed specifically for hospitality settings, offering robust build quality, easy-to-use interfaces and a range of features to enhance both guest and staff experiences.
Key functions include:
- Speed dialling to connect directly with hotel services
- Hands-free calling and speakerphone capability
- Call hold and mute functions
- High-definition audio with noise reduction technology
The project was carefully phased to minimise disruption. The reception and spa areas were upgraded first, ensuring guest enquiries could be handled smoothly from the outset. Once the system was proven in these high-traffic areas, further phones were deployed across all guest bedrooms.
Because the handsets and PBX system were preconfigured, the switchover took less than a day. Training and support were provided to hotel staff to help them make the most of the new system.
Aidan Stevens, Owner of Stratton House Hotel, said: “Time and cost were big factors in our decision to opt for a VoIP-based system. We didn’t want any of our guests or staff members to face disruption. So, we were really pleased with how quickly Armstrong Bell were able to get our new system up and running.”
The benefits: Style, function and reliability
Look and feel
One of the considerations for the hotel was ensuring that new technology did not clash with the traditional interiors of its bedrooms. The Snom HD350W handsets offer a slim, stylish design that fits neatly within the décor without being intrusive. The large keypad and clear labelling make the phones easy for guests of all ages to use.
Guest functionality
With one-touch function keys, guests can now instantly reach the service they need whether it’s reception, the restaurant or the spa. This reduces frustration and enhances the overall experience. For hotel staff, the ability to route calls quickly improves efficiency and ensures queries are dealt with more effectively.
Crystal-clear audio
Compared to the crackling and interference of the old analogue system, the new handsets deliver crisp sound quality thanks to HD wideband audio. Background noise reduction means conversations are clearer whether guests are making local calls or staff are communicating internally.
Branded devices
To further enhance the professional presentation, Stratton House invested in customised inserts for each handset. Every device now carries the hotel’s logo and includes bespoke dialling instructions. This small detail helps reinforce the brand while making the phones even easier for guests to operate.
Cost and time savings
Perhaps the most significant benefit has been financial. By avoiding a full re-cabling project, the hotel saved both money and valuable time. The VoIP system is essentially plug-and-play with ongoing updates and customisation handled remotely by Armstrong Bell using Snom’s Secure Redirection and Provisioning Service (SRAPS). This reduces the need for onsite visits and ensures the system is always kept up to date.
Paul Grant, Channel Manager UK&I at Snom Technology, commented: “It’s a pleasure to see Snom’s technology installed in a building as grand as Stratton House. Our phones are meeting all the hotel’s needs with features to make life easier for both guests and staff alike.”
A modern foundation for future growth
For Stratton House, the new system is more than just a telephony upgrade – it represents a step towards future-proofing the hotel’s infrastructure. As guest expectations continue to evolve, digital connectivity will play an increasingly important role in hospitality.
Hotels today are judged not only on the comfort of their rooms or the quality of their food but also on the reliability of their technology. Guests expect to be able to work remotely, connect seamlessly with hotel services and enjoy smooth digital experiences during their stay. Telephony remains a critical part of this, particularly in emergencies where guests must be able to quickly reach staff.
By investing in VoIP technology, Stratton House has ensured it can continue to deliver the high-quality service its reputation is built on while keeping costs under control. The move also frees up resources for further improvements across the hotel whether in guest services, digital marketing or spa facilities.
Preserving history, embracing innovation
Stratton House Hotel stands as a perfect example of how heritage properties can embrace modern technology without compromising their character. Its Georgian architecture and family-run charm remain intact, but behind the scenes, a smart telephony system is quietly ensuring that guests and staff enjoy smooth, reliable communication.
The partnership between Stratton House, Armstrong Bell and Snom demonstrates how technology vendors and hospitality providers can work together to find solutions that are not only practical but also sensitive to the unique challenges of older buildings.
For Stevens and his team, the project has been a success story: “We’re proud of the history of Stratton House, but we know that in order to keep delighting our guests, we have to keep moving with the times. The new phone system is a small but significant part of that journey.”
With its combination of grand history and smart connectivity, Stratton House Hotel is showing how the hospitality sector can embrace digital transformation on its own terms, balancing tradition with innovation for the benefit of every guest who walks through its doors.
