London, UK, 11 March, 2026 – HotelREZ Hotels & Resorts has appointed Hadley O’Dwyer as Vice President of Customer Success and Engagement to reinforce the company’s continued investment in operational excellence, digital innovation, and customer‑centric growth.
This newly created role further strengthens HotelREZ’s focus on driving incremental revenue, margin enhancement, and long-term profitability for independent hotels globally. Underpinned by a people-first philosophy, the role oversees the optimisation 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 grow direct bookings and improve total revenue performance.
With over 20 years of expertise in customer success, account management and digital service transformation across both the hospitality and technology industries, Hadley brings a proven track record of driving measurable impact. In his new position, 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 enhance operational efficiency and unlock new value opportunities for hotels.
His approach aligns with HotelREZ’s long‑standing mission to empower independent properties with the tools, technology, and support they need to succeed in a highly competitive marketplace.
Hadley O’Dwyer said “Having known HotelREZ and its exceptional team for over a decade, I have had the privilege of watching the business evolve into the dynamic and innovative organisation it is today. I’m excited to join the team and bring my experience to further enhance the members’ journey, strengthen self‑service pathways, and elevate digital engagement. As we look ahead, I’m energised by the opportunity to help shape new, tech‑driven solutions that streamline operations, unlock smarter insights, and create more intuitive, digital‑first experiences. Together, we will continue to push the boundaries of innovation and deliver even greater value to our members.”
“Hadley’s expertise across customer success and digital transformation, combined with his deep knowledge of the hospitality sector, makes him an outstanding addition to our leadership team,” said Daniel Simmons, Chief Commercial Officer at HotelREZ, “His appointment reflects our ongoing 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 need to adapt to evolving distribution technology, rising costs and increasing demand for authentic guest experiences. His appointment marks an important step in HotelREZ’s strategy to elevate global service standards and strengthen engagement with its diverse, international portfolio of hotels.