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Amadeus HotSOS (Hotel Service Optimization Solution) is a hospitality platform used to manage guest service requests, housekeeping, and maintenance workflows — a centralized task management system for hotels. PolyAI’s integration logs guest service requests directly into HotSOS with predefined issue codes, routing each request to the correct team automatically.
This integration is available from Integrations in Agent Studio under Hospitality.

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Prerequisites

  • Your property uses HotSOS for guest services and property management.
  • You have HotSOS API credentials from Amadeus:

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Capabilities

Direct service order logging

Requests are logged into HotSOS with a predefined issue code — no staff data entry.

Automated task routing

Requests are categorized (housekeeping, maintenance, supplies) and routed to the right team.

Multi-item handling

Up to 4 units of a single item, or up to 3 distinct items per request (e.g. “Two towels, a toothbrush, and shampoo”).

Room number detection

Automatically detected from SIP data for in-room calls, with keypad fallback.

HotSOS reporting

Requests flow into HotSOS dashboards for completion rates and trend analysis.

Customizable workflows

Tailor issue codes, item limits, and workflows to your property.

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Setup and activation

The integration currently only supports service orders from the standardized list. See limitations for details.
1

Review and select service orders

Open the HotSOS service order list. It includes predefined tasks like delivering towels or reporting maintenance issues. Customize the list for your property.
2

Set configurations

  • Define item limits, e.g. up to 4 towels per request.
  • Enable multi-item handling — up to 3 distinct items in one request, like “Towel, toothbrush, and shampoo”.
3

Verify room number detection

Confirm whether your phone system supports automatic room number detection from in-room calls. If not, enable manual entry via the phone keypad as a fallback.
4

Deploy with PolyAI

Contact PolyAI to deploy and configure the integration. PolyAI will connect your HotSOS instance to the virtual agent and help with setup.
5

Test end-to-end

Confirm:
  • Requests are logged with the correct issue codes and quantities in HotSOS.
  • Room number detection (or the manual fallback) works as expected.
Contact your PolyAI account manager for deployment or troubleshooting help.

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Limitations

No order updates

Cancellations, amendments, and confirmations of existing orders are not supported.

No duplicate orders

Duplicate requests cannot be created for unresolved issues already logged in HotSOS.

Standardized list only

Tasks outside the enabled service order list are redirected to the property app or transferred to staff.

English only

Only English is currently supported for this integration.

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Standardized service orders

HotSOS ships with a predefined list of service orders compatible with the PolyAI integration. Customize this list to fit your property’s needs. For more information, see the HotSOS documentation or contact PolyAI support.

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Last modified on July 6, 2026