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Industry

Hospitality — connectivity first, agentic AI where it moves the guest journey

Hotels run on dozens of systems that were never built to talk to each other — PMS, booking engines, channel managers, OTAs, CRM, POS. We've spent years being the layer that makes them talk: deep, production-grade integrations across the platforms that run modern hospitality. Now we're bringing that same connectivity discipline to AI — building the agents and protocols that let hospitality data move safely between systems, and between systems and the AI tools guests and property managers increasingly use to book, ask, and act.

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Foundation

A track record built on integration

Before hospitality could get AI, it needed plumbing. That's where we started, and it's still our foundation.

API integrations

Across the OTA and distribution ecosystem, including myBookingPal and HostTempo — connecting rates, availability, and reservations across channels without breaking sync.

Booking engines

Built end-to-end for hospitality brands including Hubloft and Jasper Hotels — the guest-facing layer that turns a browse into a booking.

PMS-level integration work

Across major property management systems, so operations, front desk, and revenue teams see one version of the truth instead of five disconnected tabs.

This is unglamorous work, and it's also the work that determines whether any AI layered on top actually functions. An agent is only as good as the data and systems it can reach.

Product

Moving to the AI way: Vividity

Vividity is our answer to the property manager's most common problem: guest and property data scattered across multiple PMS platforms, with no single place to see or act on it.

Vividity aggregates data across PMSs into one interface for property managers, and gives guests a conversational agent that can act directly inside the connected systems — handling requests, changes, and bookings without staff relaying data between systems by hand. It's not a chatbot bolted onto a website; it's an agent with real write access to the systems that run the property, governed the same way we'd govern any production integration.

Inside the workspace

AI-assisted guest inbox

Conversations pulled out of the PMS into one operator view, each thread carrying its reservation, property, and message history.

Portfolio & performance

Revenue, channel mix, RevPAR, availability, blocked dates, and owner stays, reviewed across the portfolio rather than per property.

Listings & availability

Property details, rules, amenities, fees, and images alongside availability calendars and bulk updates.

Articles & FAQs

A managed knowledge base, organised in folders and scoped to the right team — the same source staff and the AI both answer from.

How a guest message becomes a reply

The distinctive workflow. The AI drafts; the property manager decides. Nothing reaches a guest without a person approving it.

How a guest message becomes a reply in Vividity Six sequential steps: a guest asks a question through the property management system; Vividity captures it into a reservation-linked inbox; context is assembled from the reservation, property, house rules and knowledge base; the AI drafts a grounded reply; the property manager edits, approves or declines it; the approved reply is sent back through the PMS and recorded on the thread. 1 Guest asks A question lands in the PMS — check-in, Wi-Fi, rules, dates 2 Vividity captures Webhook sync pulls it into one reservation-linked inbox 3 Context assembled Reservation, property, house rules, FAQs, article history 4 AI drafts A short reply grounded in that context, not invented 5 You approve Edit, approve or decline. Nothing sends on its own 6 Reply sent Delivered back through the PMS, recorded on the thread

The concierge is explicitly instructed never to invent an access code or a Wi-Fi password, and to defer to the property manager when a property-specific fact is uncertain. Every AI reply is held for approval; manual replies go straight out through the PMS connector.

How it's wired

Where Vividity sits between the PMS and the property manager A guest asks through the property management system channel. The PMS — Hostaway, Hostfully or Lodgify — exchanges data two-way with Vividity, which provides real-time property updates, a reservation-aware conversation store, an AI concierge grounded in the operator's own data, and an articles and FAQs knowledge base. Vividity in turn presents a single workspace to the property manager, who has the final say on every reply. Guest asks through the PMS channel Property management system Hostaway · Hostfully · Lodgify Vividity Real-time property updates Reservation-aware conversation store AI concierge, grounded in your data Articles & FAQs knowledge base Property manager one workspace, final say on replies

Two-way sync

Webhooks and scheduled background jobs keep listings, reservations, availability, and conversations current — nobody re-keys anything.

Live inbox

The conversation view updates in real time, so operators aren't refreshing to find out what's waiting on them.

Grounded retrieval

Answers come from the operator's own articles, FAQs, reservations, and property records — not a model's general knowledge.

PMS connectors

  • Hostaway deepest integration
  • Hostfully
  • Lodgify

Protocol layer

Solving the connectivity problem at the protocol layer: MCP servers

2026 is the year AI agents stopped just answering questions about hospitality data and started acting on it — checking availability, updating reservations, routing guest requests, pulling reports. The bottleneck was never the AI. It was connectivity: every hotel runs a different stack, and wiring an AI agent into each one separately doesn't scale.

Model Context Protocol (MCP) solves this by giving hospitality systems one standard interface that any AI agent — Claude, ChatGPT, Gemini, or a hotel's own internal tools — can call, instead of a custom integration per platform per agent. We build MCP servers for hospitality customers that expose PMS, booking engine, CRM, and loyalty data to AI agents through a single, governed, auditable layer — read access where that's the right call, write access (reservations, room changes, service requests) where the business case justifies it.

Most of the industry hasn't done this yet — as of mid-2026, only a handful of major PMS platforms ship an official MCP server, and most hospitality data still sits behind fragmented, custom APIs. That gap is exactly where our integration background pays off: we already know how to talk to these systems. MCP is the next protocol layer on top of work we've been doing for years.

One interface, every agent

Claude, ChatGPT, Gemini, or a hotel's own internal tools — all call the same standard interface, instead of a custom integration per platform.

Governed by design

Read access where that's the right call, write access — reservations, room changes, service requests — where the business case justifies it.

Built on years of integration work

MCP is the next protocol layer on top of the PMS, OTA, and channel-manager integrations we've already been building.

From point-to-point integrations to a unified AI layer

Point-to-point integrations versus a unified MCP layer On the left, three AI consumers — a chatbot, an AI assistant and an internal app — each connect separately to four hospitality systems, producing twelve custom integrations. On the right, the same three consumers connect once to a single MCP server, which in turn connects to the same four systems. Before: point-to-point integrations After: unified MCP layer Chatbot AI Assistant Internal App PMS Booking Engine CRM OTAs / POS N systems × M consumers = a custom integration for every pair Chatbot AI Assistant Internal App MCP Server one governed, auditable interface PMS Booking Engine CRM OTAs / POS Each system exposes itself once; every agent connects once

Before

Every AI tool, chatbot, or internal app that needs hotel data requires its own custom integration to every system — PMS, booking engine, CRM, POS, OTAs. N systems × M consumers = a combinatorial mess that breaks every time one side changes.

After

One MCP server per property or platform exposes the systems' data and actions through a single standard interface. Any AI agent connects once and gets governed, auditable access to everything it's scoped to reach. New AI tools plug in without new integration work; new backend systems expose themselves once, not per-consumer.

Timing

Why this matters now

AI is moving from answering to acting

Guest-facing and operator-facing agents increasingly need to do things in the PMS, not just describe them — reservations, room assignments, service routing.

0%+

of hotels run disconnected, non-integrated systems — independent survey estimates

Integration is still the industry's biggest blocker

The AI layer can't fix what the data layer hasn't solved.

The protocol landscape is consolidating fast

MCP has moved from a single-vendor idea to an open, foundation-governed standard with broad AI platform support — meaning hospitality businesses that build an MCP layer now aren't betting on a single AI vendor.

Guest expectations have shifted

Travelers already expect AI assistants to answer questions about a property directly and accurately — and increasingly, to book and manage stays through those same assistants.

We help hospitality businesses close that gap — end to end.

  1. The API integration that gets your systems talking

  2. The booking engine guests convert on

  3. The agentic layer and MCP servers that make your data safely usable by the AI tools your guests and staff are already reaching for

Talk to us about your hospitality stack

Whether you need a new PMS or OTA integration, a booking engine, or an MCP layer that makes your systems AI-ready — we've built the plumbing for hospitality brands before, and we're building the AI layer on top of it now.

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