Backend integrations
HotSOS
Automate room service and maintenance requests with HotSOS and PolyAI.
Amadeus HotSOS (Hotel Service Optimization Solution) is a hospitality platform widely used for managing guest service requests, housekeeping, and maintenance workflows. It functions as a centralized task management system for hotels.
PolyAI’s integration connects virtual agents to the HotSOS system, allowing guest requests and maintenance issues to be logged directly and in real-time. This
reduces manual data entry and ensures tasks are routed to the appropriate teams.
Setup and activation
Compatibility
- Your property must use HotSOS, which provides structured workflows for guest services and property management.
- You must have the necessary API credentials from Amadeus, including:
- REST or SOAP endpoint URLs (e.g.,
https://ifc.emea.hot-sos.net/api/service.svc/rest). - API keys or other authentication tokens.
- REST or SOAP endpoint URLs (e.g.,
Configure your integration
The integration currently only supports service orders from the standardized list. Check the limitations for more information.
- Review and select service orders: Access the service order list, which includes predefined tasks such as delivering towels or reporting maintenance issues. Customize the list to meet your property’s needs.
- Set configurations:
- Define item limits (e.g., up to 4 towels per request).
- Enable multi-item handling, allowing up to 3 items in a single request (e.g., “Towel, toothbrush, and shampoo”).
- Verify room number detection: Confirm whether your phone system supports automatic room number detection for calls made from guest rooms. If not, enable manual entry using the phone keypad as a fallback.
Deploy the integration
- Contact PolyAI to deploy and configure the integration. PolyAI will connect your HotSOS system to the virtual agent and assist with setup.
- Test the integration to ensure:
- Requests are logged with the correct issue codes and quantities in HotSOS.
- Room number detection or manual input works as expected.
Capabilities
Direct service order logging
- Logs guest requests directly into HotSOS, eliminating manual input from staff.
- Each request is automatically assigned a predefined issue code for proper categorization and tracking.
Automated task routing
- Categorizes requests (e.g., housekeeping, maintenance, or supplies) and routes them to the appropriate teams based on the assigned issue code.
- Reduces delays and communication overhead between staff.
Multi-item handling
- Handles requests for up to 4 units of a single item in one order.
- Supports up to 3 distinct items in a single guest request (e.g., “Two towels, one toothbrush, and one shampoo”).
- Consolidates multi-item requests into a single workflow to streamline task allocation.
Room number detection
- Automatically detects the guest’s room number for calls made from in-room phones (if supported by SIP data).
- Provides a fallback option for guests to enter their room number manually using the phone keypad.
HotSOS reporting integration
- Logs requests directly into HotSOS dashboards and reports.
- Enables properties to monitor task completion rates, analyze request trends, and assess team performance.
Customizable workflows
- Tailor issue codes and service orders to match your property’s needs.
- Adjust item limits, request restrictions, and workflows post-integration to align with operational changes.
Limitations
- No order updates: Cancellations, amendments, or confirmations of orders are not supported.
- Duplicate orders: Duplicate requests cannot be created for unresolved issues already logged in HotSOS.
- Unsupported requests: Tasks outside the enabled service order list are redirected to the property app or transferred to staff.
- Language availability: Only English is currently supported.