StayNTouch (SNT) ↔ Portal Integration
A step‑by‑step guide to connect a property, import rooms, and keep reservations and access in sync.
Overview
This guide explains how to connect your property’s StayNTouch (SNT) PMS to Portal, import spaces (rooms), and understand how reservations, guests, and access keys stay synchronized. It’s based on the internal demo flow and reflects the current product behavior.
Sync latency: Updates from SNT typically appear in Portal within ~1 minute. This is expected and not instantaneous.
Who is this for?
Portal Admins who complete the initial connection.
Front desk / Ops teams who manage reservations and keys day‑to‑day.
What you’ll need
Permission in Portal to manage integrations.
Access to your property’s SNT account.
Ability to email SNT onboarding.
How the integration works (at a glance)
Spaces import & mapping: Rooms from SNT are imported into Portal and automatically mapped to Spaces.
Reservations & guests sync: Current and upcoming reservations (with linked guests) sync from SNT into Portal.
Statuses: SNT reservation status is mirrored in Portal (e.g., Upcoming → Active; Expired/Revoked when applicable).
Key issuance: If configured, Portal issues keys aligned with the PMS check‑in/check‑out times.
Control: After connecting once, properties can Disable/Enable the integration without re‑contacting SNT.
Connect your property to SNT
Email SNT: Send a message to [email protected] and CC [email protected].
Include a clear statement authorizing Portal to access your property’s data.
Receive credentials from SNT: You’ll be provided with:
client_idclient_secrethotel_idBase API URL (environment‑specific)
Complete the connection in Portal (Admin):
Go to Settings → Integrations → StayNTouch (or the SNT app page).
Enter the credentials and Connect.
Post‑connection control:
The app cannot be fully disconnected; instead, you’ll see Disable / Enable to pause or resume syncing.
UI cues:
Before connection: Button shows Connect and the page displays How to connect steps.
After connection: You’ll see View integration and Deactivate/Disable options.
Initial sync (runs once after connecting)
When the integration initializes, Portal will:
Import all spaces (rooms) from SNT and store them in Portal.
Sync current reservations (check‑in today or earlier, not checked out) with linked guests.
Sync upcoming reservations (future check‑in dates) with linked guests.
Each synced reservation includes:
Reservation status
Check‑in and check‑out dates
Linked guest details (name, email, phone, etc.)
Note: During the very first import, you may see an Import from PMS button on Spaces if no spaces exist yet. Once import completes, that button disappears and mappings are visible.
Spaces import & mapping
If Spaces is empty, click Import from PMS to pull rooms from SNT.
After import, Space mapping shows each Portal Space connected to its SNT room.
The Import from PMS button is hidden once the import completes successfully.
Reservation lifecycle & statuses
Upcoming: Reservation exists for a future date; appears in Portal after sync.
Active (Checked‑in): When you check in the reservation in SNT, Portal updates it to Active and begins key handling.
Expired / Revoked: Reservations or keys show as expired/revoked when access ends or when reassigned.
Access period: Portal displays the reservation’s access window (arrival/departure date & time) based on PMS data.
Key issuance behavior (PMS‑aligned)
In Settings → Customization, you can instruct Portal to issue keys according to PMS check‑in/check‑out times.
With this enabled, when a guest is checked in via SNT, Portal issues keys aligned to the PMS schedule.
Common operational flows
Create a new reservation in SNT
Create the reservation in SNT and (optionally) assign a room.
Within ~1 minute, the reservation appears in Portal as Upcoming with its reference number.
Update guest or reservation details in SNT
Changes to guest info (name, email, phone) or reservation details (dates, times, assigned space) sync to Portal shortly after.
Portal maintains the link between the reservation and guest.
Check‑in the guest (in SNT)
Status becomes Active in Portal.
Key generation starts automatically if PMS‑aligned issuance is enabled.
Change room / add device (in SNT or Portal)
Assigning a new room triggers a new key; the previous key is revoked.
Adding a new device associates it to the active access for the reservation.
Reminder: Allow up to ~1 minute for SNT → Portal updates to display.
Enable / Disable the integration
After the initial connection, you can Disable the integration at any time from the SNT integration page.
Re‑enable with Enable. No need to contact SNT or Portal Admin again.
Troubleshooting
I don’t see the “Import from PMS” button.
It only shows when no Spaces exist yet. If spaces are present, import has likely completed.
A reservation I created/updated in SNT isn’t visible in Portal.
Wait ~1 minute and refresh.
Confirm the property/integration is Enabled.
Verify you created/edited it in the correct hotel/property in SNT.
Keys didn’t issue at check‑in.
Check Settings → Customization for PMS‑aligned key issuance.
Confirm the reservation is Active in Portal.
Room reassignment didn’t change the key.
Allow ~1 minute for sync.
Verify the new space is mapped under Spaces → Space mapping.
FAQs
What data is synced from SNT to Portal?
Spaces (rooms), reservations, and linked guest details. Reservation status and access period are kept in sync.
Can I fully disconnect the integration?
No. After the first connection, you can Disable/Enable but not hard‑disconnect.
Where do I find the SNT reservation reference in Portal?
Open the reservation in Portal and use the reference number link shown in details.
How long do updates take?
Typically under 1 minute end‑to‑end.
Support
StayNTouch onboarding: [email protected]
Portal integrations team: [email protected]