Key points
- Request a field-by-field matrix naming the source and destination.
- Clarify triggers, timing and behaviour when an exchange fails.
- Assign responsibility for configuration, support and future changes.
1. Start with decisions made at the property
Front office and housekeeping select several decisions that depend on the exchange: starting departure service, recognising a room move, maintaining a room restriction or viewing preparation status. For each one, identify who needs the information and what happens if it arrives late or does not arrive at all.
This list separates operational requirements from convenience. Asking for “all statuses in real time” remains ambiguous until the statuses are named. A connection can be useful while excluding particular fields or events; the agreement should make that boundary visible. Record which requirements must be satisfied before the hotel can rely on the connection during a shift.
2. Send both suppliers a practical questionnaire
| Question | Answer required | Supporting document |
|---|---|---|
| Which fields are exchanged? | Name, definition, possible values and exclusions | Versioned data matrix |
| In which direction? | Source, destination and correction authority per field | Approved data-flow diagram |
| What triggers an exchange? | Event or scheduled request | List of supported triggers |
| What delay should we expect? | Stated target, measurement and exceptions | Applicable service commitment |
| What happens after a failure? | Alerts, recovery, duplicate handling and catch-up | Error-handling description |
| Who responds? | Component owner and support channel | Shared escalation procedure |
A “yes” answer is not enough. Request an example with before-and-after values, an object identifier and measurable timing. Suppliers should flag answers that depend on a specific version, paid option or property configuration. Keep unanswered questions visible instead of filling them with assumptions from a sales presentation.
3. Resolve differences in terminology
Take a field such as “clean”. Does it mean cleaning completed, inspection performed or room released to front office? Similar values can describe different stages. Write the meaning of each state and its conversion rule, then have departmental leads approve the mapping. Also ask what happens to an unrecognised value rather than accepting a silent default.
Make the response testable by adding a change example to the matrix: starting value, authorised action, expected destination value and the person who will check it. Ask whether the old value, new value and time are available for that case. Record missing elements and the accepted checking method, without assuming that the connection carries information the suppliers have not confirmed.
4. Ask about difficult cases
Fictional example: a room receives a new operational number after renovation while existing tasks remain open. Ask which identifier maintains the relationship, who updates the mapping and what happens to existing tasks. A demonstration based on a new reservation does not answer that question. Include the example in the supplier response so everyone is discussing the same case.
Also consider a reversed departure, a room move, a duplicate event and a connection outage. For each one, request the expected operational result rather than unnecessary architectural detail. A supplier limitation may be acceptable when the hotel understands the workaround and the responsibilities it creates for staff.
5. Retain a scope pack before signing
Bring together approved responses, relevant versions, dependencies, associated costs, exclusions and support contacts. Identify outstanding confirmations and their effect on the decision. An oral sales answer should not become an invisible assumption in the operating plan. Assign an owner and response date to any question that remains open.
Use this pack later to design acceptance scenarios, while keeping due diligence separate from actual testing. Questions support selection and contracting; tests establish what the delivered configuration does. This preparation helps explain why digital tools fail in hotels and gives staff a shared reference when expected information is missing.
Frequently asked questions
Does bidirectional integration cover every field?
Not necessarily. Confirm the direction for each item of data. A connection may read several fields while updating only a subset.
Who should complete the questionnaire?
Both suppliers and the integration owner, where one exists. The hotel validates operational meaning; each provider confirms the technical components under its control.
