Part 2: Why a tango can help you check your connections.
Throughout my years in the hospitality industry, I have been involved in a multitude of RFIs, RFPs, and other processes for selecting a new hotel management system, commonly referred to in the hospitality industry as a Property Management System (PMS).
During this time, it has been impossible not to notice some questions that all too often do not receive the attention they deserve, and several that are brought to the table unnecessarily or even far too late, when crucial decisions have already been made.
Ask as many questions as possible
In my previous blog, we discussed the real reason why you should ensure that your new system is truly cloud-based. As we concluded, the most important aspect is that the system itself is built on a modern platform, making your investment as future-proof as possible. See Part 1: Don't go Cloud for the Wrong Reason.
This time, we’ll talk about something that almost every procurement process prioritises—ensuring that all necessary integrations are in place. That’s absolutely right, but unfortunately, several follow-up questions are often overlooked, almost undermining the benefit of checking at all.
The importance of integrations
Besides what your prospective PMS can do and its built-in functions, it is equally important to consider which integrations can be made with other third-party systems. A PMS without integrations is hardly worth much in 2025. As we noted in the previous article, the key advantage of cloud solutions is that your newly selected system is built on a modern technical platform—and when it comes to integrations, this is where the real decisions are made. There are different "languages" that integrations use to "communicate" with one another, enabling functions that would not otherwise be possible. The three most common communication protocols (as they are formally called) are SOAP, REST, and JSON. You don’t need to memorise these names as long as you’ve chosen a modern platform—but they are what open the doors to practically any solution.
We can divide integrations into two categories:
- Existing
- Possible
Let’s start with "Existing" ones, which is obviously the best option.
Besides asking numerous questions about how the system you evaluate operates (which we’ll return to in the next blog), you check all necessary integrations that you either already have or wish to maintain after switching. Typically, this takes the form of questions such as:
"Is there an interface to SynXis?"—which is a perfectly relevant query, but unfortunately, it’s far from sufficient.
Many might now think: Right, you need to check whether it’s a one-way or two-way integration! That’s good, but even that isn’t enough. Unfortunately.
Don’t go to the pub
One could say that desired connections should be handled in the same way as choosing a life partner. That is, NOT relying on gut feelings and the illusion that everything seems fine — like meeting a date at the pub after a few pints of beer. So, ask all your important questions — beforehand…
Let me give two examples of two-way integrations between a PMS and a CRS:
This integration exchanges information in both directions, making it "two-way".
This integration also transfers data in both directions, but if we compare them, there are major differences in their functionality—despite both being labelled as "two-way".
So the answer is: check EXACTLY what the integration does and whether it meets your needs before choosing a provider. Each supplier you engage with can help clarify this—so ask!
How to turn “Possible” into “Actual”
Now, let’s turn to the "Possible" integrations—what if the integration you want isn’t on the list of existing ones? Is it a lost cause?
Not necessarily. Even in this case, you should check with your intended provider before making a decision. The absence of a listed integration might be due to various factors: it may not yet be completed or there might be another reason preventing its publication. The crucial point is whether it can be developed, and again—whether the integration will have the right functionality.
Most PMS providers on the market offer access to so-called "open APIs"—essentially a description of how an integration is built, along with a list of system fields that can be accessed and in what way. Availability of this information, as well as costs associated with developing a new interface, can vary significantly—from free to thousands of euros. Ask your provider about the terms for new interfaces!
Time for a tango?
And while we’re discussing integrations that don’t exist yet, I want to highlight a potential pitfall I call "It Takes Two to Tango". That is, both parties must WANT to make the integration happen. This might seem obvious, but in some cases, certain companies may refuse integration with another due to commercial reasons—viewing them as direct competitors. This isn’t a matter of technical feasibility but pure willingness from both sides. So if an integration isn’t available, check with BOTH parties to ensure they are willing to connect. If excuses start to emerge about why it "isn’t possible", it may be a sign that one of them simply doesn’t want to—potentially leading to further limitations down the line with other integrations. Some providers see no competitor as a threat and will integrate with any system their customers require.
To summarise:
During the RFI process, speak to all potential providers and ask specific questions about both existing integrations (what they actually do) and the ones not listed—are they possible, how much do they cost, and when can they be delivered?
Yours truly,
Kim
