HospisHospis
Soforthilfe
Back·Tech

PMS, POS and CRM don’t speak to each other

PMS, booking engine, POS, spa, key system — each one knows something, none knows everything, and reception types it all in five times.

Typical for: properties whose systems accreted one by one over the years · operations with an „IT lead“ who is really the front-office manager · houses where the final bill is assembled by hand

Documented by Hospis

Updated: 25 August 2026

How you recognize it

  • Reception manually transfers bookings from the booking engine into the PMS
  • Restaurant and spa charges are posted to the room on paper slips
  • Guest data is spelled slightly differently in every system
  • At check-out something is regularly missing from the bill — or doubled up
  • A system change has been postponed for years because „everything depends on it“
  • Nobody in the house knows which interfaces exist and which were only promised

Matching Hospi

JW

Josef Walch

Digitalisation · AI in operations · Systems — Lech am Arlberg
Works with protel · Mews · Mews POS · Smart Host
AdviseImplement

Introduced Mews, Mews POS, Smarthost and Zenchef at Rote Wand and connected them into one system landscape with a single leading system.

Mapped to root cause
System inventoryLeading systemInterfacesMigration planning
View profilePersonally vetted · independent match

Which path fits your situation?

01

Diagnosis

390 € fixed price

A vetted Hospi analyses your situation in a structured way — in conversation and with a written result. Every statement clearly labelled: FACT, BENCHMARK, HYPOTHESIS or CONCLUSION. You get a concrete path, not a sales meeting.

  • A legitimate outcome is also: no engagement needed.
  • If an engagement follows, the diagnosis fee is fully credited.
02

Urgent support

Acute situation? Your case is reviewed with priority — response within 48 hours.

Cause fields — how to tell them apart

Disconnected systems don’t come from one bad decision but from ten good ones — each sensible on its own, together a patchwork.

These fields are complete, and many properties get there on their own — that is what this page is for. The cost simply does not appear on an invoice: internal hours, a few attempts, and a season that keeps running in the meantime.

01

Each system was bought on its own

How you spot it

The POS came with the restaurant, the spa software with the renovation, the booking engine with the agency. None of the purchases asked whether it talks to the rest. The vendor said „interface possible“.

The way out

An inventory of every system: what is there, what talks to what, what it costs, what is expiring. Only with this list can the house decide what to connect, replace or switch off.

02

The PMS is not the leading system

How you spot it

No system knows the guest completely. The PMS holds the booking, the booking engine the address, the POS the consumption, the spa software the appointments. The guest is spread across five databases.

The way out

Designate one leading system — usually the PMS — and have all others feed into it. Whatever cannot be connected gets replaced at the next opportunity. One centre instead of five islands.

03

Ownership sits nowhere

How you spot it

„IT“ is done by the front-office manager on the side, the owner’s nephew or a local technician. Contracts, access, interfaces — each person knows a piece. When something fails, the search begins.

The way out

One person with system ownership, one folder with contracts, access and contacts, one annual review of cost and terms. This is operations, not IT.

04

The change is feared, not planned

How you spot it

Everyone knows the PMS or POS needs replacing. Nobody dares, because the switch would have to happen mid-operation and nobody knows what stops working afterwards.

The way out

Switch in the off-season, with parallel operation, a test phase and a fallback option. Clarify beforehand which data carries over and which interfaces the new vendor provably has — not promises. Related problem: PMS migration.

Frequently asked

Do we need an all-in-one solution?
Not necessarily. A good PMS with real interfaces to a few specialist systems is often better than one system that does everything mediocrally. What matters is the leading system, not the count.
How do we tell whether an interface really exists?
Ask for a reference property and call them. „In planning“ and „on request“ means: it does not exist.
What does it cost?
The inventory takes a day. Everything after that depends on what it shows — and on what the house already pays today in duplicated work and errors, without counting it.

Describe your situation

The problem context is automatically included — you do not need to repeat anything.

Problem
PMS, POS and CRM don’t speak to each other

Related situations

PMS migration stalled mid-rollout

Two systems live, neither one trusted by the team.

View solution

Long check-in queues during peak arrivals

First impression suffers — and review scores follow.

View solution

We do nothing with our guest data

Repeat guests aren't won back deliberately.

View solution
See all problems