PMS integration
Fidelio integration: a guest channel for a PMS built before messengers
Fidelio was designed for a front desk, a telephone and a fax — it does its job well and it has no opinion about Instagram. Greetio adds the missing half: guests write in WhatsApp, Instagram, Facebook, Telegram, Viber or your website chat, and the AI answers them from availability, rates and room data read from Fidelio. Nothing about how your team works inside the PMS changes. Folios, cash operations and fiscal reporting stay exactly where they are, because that is what Fidelio is for and we have no business there.
- Reads availability and rates
- No change inside Fidelio
- Folio untouched
The gap around a legacy PMS
The system is not the problem. The channels that appeared after it are.
Guests moved to messengers; the PMS did not
The property's system of record has no idea that most enquiries now arrive as an Instagram DM at 23:00, and it was never meant to.
The front desk is the only bridge
Every question about a date or a rate turns into somebody reading Fidelio and retyping. That works at 11:00 and fails at 23:00.
Replacing the PMS is not on the table
A hotel that has run Fidelio for a decade has processes, training and reporting built around it. "Migrate everything" is not a plan, it is a risk.
Nothing connects a conversation to a booking
The reservation exists in the PMS, the conversation existed in someone's phone, and the link between them existed only in memory.
How Greetio sits on top of Fidelio
Additive by design: read from the PMS, answer in the channel, hand the confirmation back to a person.
- 1
Connect and read
Greetio reads availability, rates and room data from Fidelio so guest answers reflect the property's real state rather than a description in a chat template.
- 2
Answer where the guest actually writes
One inbox for WhatsApp, Instagram, Facebook, Telegram, Viber and website chat, answering in the guest's language from your knowledge base.
- 3
Prepare the booking, never confirm it silently
Dates, occupancy and contacts are collected in the conversation and a tentative reservation is prepared for your team to confirm in the usual way.
- 4
Turn the rest into work
In-stay requests become assigned tasks for reception, housekeeping, maintenance or spa, with a status — and a satisfaction score per conversation.
What this covers for a Fidelio property
Deliberately narrow, and honest about the edges.
Availability and rates in the answer
Guests get the state of the property, not a paragraph written last season.
Six guest channels, one queue
WhatsApp, Instagram, Facebook, Telegram, Viber and web chat land in the same inbox with one history per guest.
Answers grounded and gated
Price and room gates check every figure before a message goes out; unverified answers are withheld and escalated instead of guessed.
Assisted booking with a human confirm
The AI prepares, a person confirms — which is also how your existing reservation process already works.
Requests become department tasks
Including through a Telegram bot for staff, so the shift that comes on next reads what was promised.
What stays in Fidelio
Folios, cash operations, fiscal reporting, night audit. We do not write into them and do not intend to.
Fidelio alone versus Fidelio with a guest channel
The PMS keeps its job. The conversation gets one.
| Fidelio + a front desk | Fidelio + Greetio | |
|---|---|---|
| Instagram enquiry at 23:00 | Answered tomorrow | Answered now, with real availability |
| Rate question | Someone reads the PMS and retypes | Quoted from PMS data automatically |
| Guest speaks another language | Depends who is on shift | Answered in 13+ languages from one knowledge base |
| In-stay request | Passed on verbally | An assigned task with a status |
| Folio and fiscal reporting | In Fidelio | Still in Fidelio — untouched |
Scenario: a corporate enquiry on a Sunday
The sales office is closed. The guest writes on WhatsApp at 16:40.
- Availability came from the PMS, so the Sunday answer was true on Monday
- The corporate rate was not invented — it was explicitly left to the sales team
- The enquiry became an assigned task instead of an unread weekend message
Illustrative conversation. The AI quotes only what it can verify; commercial terms it has no data for are escalated rather than guessed.
Want to see Greetio on your property?
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The argument for adding rather than replacing
A property that has run Fidelio for years does not have a PMS problem. It has a channel problem: the enquiries moved to messengers and the system of record stayed at the desk. Adding a communication layer costs a fraction of a migration, changes no internal process, and can be switched off without anyone re-learning their job. That is a materially different risk profile from replacing the system the night audit depends on.
- Reads availability, rates and rooms; writes nothing into the folio
- No process change inside the PMS and no migration
- The confirmation stays with your team, as it does today
Nobody wanted to touch the PMS. Adding the messaging side was a decision we could reverse — so we made it quickly.
Fidelio and Greetio: common questions
No, and it is not designed to. Fidelio remains the property management system — folios, cash operations, fiscal reporting and night audit stay there. Greetio adds the guest communication layer on top and reads availability and rates from the PMS.
No. Your team keeps working exactly as it does. Reservations prepared in a conversation are confirmed by a person through your normal process.
Availability, rates and room data — enough to answer what is free, what it costs and what the room includes, for the specific dates a guest asked about.
No. Nothing is written into folios, cash operations or fiscal reporting. Service bookings written back into a PMS exist today for Servio.
There is no data migration. The channels are connected, the knowledge base is loaded from your site, files and PMS data, and the inbox starts working. Guided setup is available where the PMS side needs coordination.
It does not invent one. The conversation is escalated to the right team with the full history and the request prepared, so the guest gets a real answer from a person rather than a plausible one from a model.
Yes. If exposing PMS data is difficult in your setup, availability can be kept in Greetio's built-in calendar and the AI answers from that instead.
Want to see Greetio on your property?
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