Integrations

Open at the edges, disciplined in the middle.

A hotel is already a network of systems: locks, payments, channels, telephony, energy, accounting. The PMS should be the place where they meet, not another silo. Every interface is documented, monitored and owned.

Interface availability depends on the third-party system and its API. We confirm compatibility during discovery — before scoping, not after.

The catalogue

What connects, and what it does.

The list below covers the common integration points in a hotel. The exact set is agreed per property; not every interface is needed everywhere.

Distribution

Channels and booking engines

Availability, rates and restrictions flow to OTAs and direct booking engines; reservations return with the right rate code and guest details.

Channel manager connections
Direct booking engine
GDS and CRS
Rate and restriction sync

Guest room

Locks, energy and in-room systems

Key cards are issued at the desk; room status, energy and guest-facing controls follow check-in and check-out.

Electronic door locks
Key-card encoders
Energy and HVAC control
IPTV and video on demand

Identity

Registration and compliance

Identity data is captured once at check-in and attached to the profile, with the retention rules your jurisdiction requires.

ID and passport readers
Signature capture
Guest registration forms
Police reporting where required

Payments

Terminals, gateways and settlement

Card terminals and payment gateways post to the folio with a traceable reference, and settlement reconciles to the ledger.

Card terminals
Payment gateways
Currency handling
Settlement and chargeback references

Telephony

Extensions, wake-up and billing

Check-in opens the room extension and outbound permissions; check-out closes them. Wake-up tasks and call charges follow the guest record.

PMS–PBX status sync
Wake-up calls
Call charging to folio
Minibar and voice-services posting

F&B

Kitchen printing and outlet systems

Orders reach the right station; outlet systems share the guest and folio so charges land once.

Kitchen printers
Expo displays
Outlet POS
Recipe and stock depletion

Finance

Accounting and ERP

Revenue, tax, AR and payments export in a reconciled journal, with the mapping agreed by the controller.

General ledger export
Accounts payable
Tax reporting
Bank reconciliation references

Operations

Maintenance, energy and safety

Engineering tickets, energy monitoring and safety systems can raise and receive events without a manual bridge.

Maintenance tickets
Energy monitoring
Fire and safety signals
Access control logs

Guest room at night with the city skyline through the window — Guest-room systems — locks, energy, telephony and in-room controls — sit on the same interface layer as the desk.

How it fits together

One core, many edges.

The platform keeps the guest, folio and reporting model at the centre. Interfaces are adapters around it — replaceable, observable and isolated, so a failed connection does not take the desk down.

Guest touchpoints

Front desk, mobile staff, kiosks, booking engine, in-room devices.

Integration layer

Documented APIs, webhooks, file exchange and vendor adapters, with logging and retry.

Operating core

One guest record, one folio structure, one reporting definition.

External services

Channels, payments, locks, telephony, accounting, energy and safety systems.

For technical teams

An interface you can reason about.

Integration work fails when the contract is vague. We publish the contract, provide a sandbox and keep the versions visible.

Documented endpoints

Request and response schemas, error codes and authentication are documented before work starts.

Sandbox and test data

Vendors and property IT teams can test against a non-production environment with representative data.

Events and webhooks

Check-in, check-out, folio posting and profile changes can emit events for downstream systems.

Logging and retry

Every interface call is logged with a correlation ID; failed calls retry with backoff and raise an alert.

Versioning

Breaking changes are versioned and announced; the support window is agreed in the contract.

Ownership

Each connection has a named owner on our side and a documented fallback procedure for the property.

Security and reliability

The unglamorous part, taken seriously.

Guest data is personal data. The platform is designed around least privilege, traceability and recoverability — not around a badge on a website.

Role-based access

Permissions are granted by role and can be narrowed to specific actions such as voiding, discounting or exporting.

Audit trails

Profile access, folio changes, rate overrides and exports are logged with user, time and reason where required.

Encryption in transit and at rest

Data is encrypted between components and at rest in the database and backups.

Backup and recovery

Backups are scheduled, tested and documented; recovery objectives are agreed per deployment model.

Data residency options

Cloud, on-premise and hybrid deployment let a group keep data in the jurisdiction or network it requires.

Operational transparency

Maintenance windows, incident communication and change logs are part of the service, not an afterthought.

Specific certifications and regulatory attestations depend on the contracting entity, deployment model and market. They are confirmed in writing during commercial discussions; this page does not claim a certification that has not been verified for your deployment.

Worked example

Check-in opens the room. Check-out closes it.

A telephony integration is a good test of whether an interface is real. Here is the sequence the platform supports with a connected PBX.

Check-in

The extension is enabled

PMS sends the room, guest name and stay dates. The PBX enables the extension, sets the display name and applies outbound permissions.

In-stay

Wake-up and charges

A wake-up request is created from the PMS or the PBX; call charges post back to the folio with a reference.

Room move

The extension follows

A room move updates the extension mapping and clears the previous room’s permissions.

Check-out

Access is closed

PMS sends the departure; the PBX disables outbound permissions and clears messages and pending wake-ups.

The exact API and event set depends on the PBX vendor. Where the vendor exposes only a limited interface, the integration is scoped to what it can reliably support.

Frequently asked questions

Do we have to use your preferred vendors?

No. We work with the systems already in the building where they expose a usable interface. If a vendor has no interface, we say so during discovery and discuss alternatives rather than promising a connection we cannot support.

Who owns the integration if something breaks?

Each connection has a named owner and an agreed escalation path. For third-party failures, we help diagnose and coordinate with the vendor; the support boundary is written into the contract.

Can we build our own integration?

Yes, subject to the API terms and a short technical review. We provide documentation, a sandbox and a test plan, and we review the integration before it goes live.

How long does a new interface take?

A standard, well-documented interface can take days to a few weeks. A bespoke integration depends on the vendor’s API quality and the business rules involved; it is estimated separately.

What happens to integrations during an upgrade?

Interfaces are versioned and regression-tested as part of the release process. Breaking changes are announced in advance with a migration window.

Next step

See the platform on your own workflows.

A 30-minute walkthrough, built around your property type and the systems you already run. No slide deck — we work through arrivals, folios, night audit and reporting live.

Book a 30-minute walkthrough sale@hotelpmssystem.com

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