HotelREZ appoints Hadley O’Dwyer as Vice President of Customer Success and Engagement | News
HotelREZ Hotels & Resorts has appointed Hadley O’Dwyer as Vice President of Customer Success and Engagement to strengthen the company’s continued investments in operational excellence, digital innovation and customer-centric growth.
This newly created role reinforces HotelREZ’s focus on driving incremental revenue, margin improvement and long-term profitability for independent hotels worldwide. Underpinned by a people-first philosophy, the role oversees the optimization of HotelREZ’s end-to-end technology and service ecosystem, including global distribution (GDS), revenue management, sales and marketing, digital marketing, direct booking technologies, booking engines, channel management and a full suite of direct hotel solutions designed to increase direct bookings and improve overall revenue performance.
With more than 20 years of expertise in customer success, account management and digital service transformation across both the hospitality and technology sectors, Hadley has a proven track record of delivering measurable impact. In his new role, he will oversee customer retention initiatives, lead strategies to accelerate revenue growth and support product adoption across the HotelREZ network of 2,500 independent hotels and hotel groups in more than 100 countries.
A key focus for Hadley will be transforming the customer journey using data-driven decision making to improve operational efficiency and unlock new value opportunities for hotels. His approach aligns with HotelREZ’s long-standing mission to provide independent properties with the tools, technology and support they need to succeed in a highly competitive market.
Hadley O’Dwyer said: “Having known HotelREZ and its exceptional team for over a decade, I have had the privilege of seeing the company evolve into the dynamic and innovative organization it is today. I am excited to join the team and bring my experience to further enhance the member journey, strengthen self-service journeys and increase digital engagement. As we look ahead, I am energized by the opportunity to help shape new, technology-driven solutions that will drive business streamline, unlock smarter insights and create more intuitive solutions, Digital-First experiences will together continue to push the boundaries of innovation and deliver even more value to our members.”
“Hadley’s expertise in customer success and digital transformation, combined with his deep knowledge of the hospitality industry, makes him an excellent addition to our leadership team,” said Daniel Simmons, Chief Commercial Officer at HotelREZ. “His appointment reflects our continued commitment to delivering the highest levels of support, innovation and performance for our member hotels.”
Hadley joins HotelREZ Hotels & Resorts following the appointment of John Seaton as Chief Growth Officer in December 2025. The company is strengthening its leadership team at a time when independent hotels must adapt to changing distribution
technology, rising costs and increasing demand for authentic guest experiences. His appointment marks an important step in HotelREZ’s strategy to raise global service standards and strengthen commitment to its diverse, international hotel portfolio.
