Hotel self check-in is not simply a payment transaction at a kiosk. To complete a guest journey correctly, the kiosk needs to exchange the right information with the hotel's Property Management System (PMS), payment system and room-access system.
In CRTLY's hotel self-service solution, the PMS provides the reservation and guest/stay information required by the kiosk and receives relevant check-in or check-out status updates. The kiosk coordinates the guest-facing steps such as reservation lookup, identity verification, payment and room-card issuance.
This creates one connected workflow rather than a collection of separate kiosk peripherals.
What PMS Integration Does in a Hotel Self Check-in Kiosk
For a self check-in kiosk, PMS integration primarily connects the guest-facing kiosk workflow with the hotel's reservation and stay records.
In the current CRTLY hotel solution architecture, the PMS connection supports functions such as:
- Reservation lookup
- Guest and stay information
- Check-in status synchronization
- Check-out status synchronization
Hotel Kiosk System Architecture
The hotel kiosk sits between the guest and the hotel's connected operational systems.
The PMS supplies reservation and stay information. The payment system handles the guest payment and returns the payment result. The door-lock or room-card system provides the room-access credentials required after check-in.
The kiosk coordinates these systems into a guest-facing self-service journey.
Hotel PMS
Reservation lookup, guest and stay information, check-in status synchronization and check-out status synchronization.
Hotel Self-Service Kiosk
Identity verification, reservation lookup, self check-in, payment, room-card issuing and encoding, and self check-out.
Door Lock / Room-Card System
Room-card encoding and room-access permission connected to the property's access system.
Payment System
Guest payment processing and payment confirmation returned to the kiosk workflow.
Walk-in Self Check-in: PMS Integration Step by Step
Walk-in Check-in
- 1
Select Stay Details
Guest selects the number of guests and the intended stay dates or duration.
- 2
Choose & Confirm Room
The guest selects and confirms the required room according to the hotel workflow.
- 3
Verify Identity
The kiosk completes the required guest identity-verification step.
- 4
Create Booking
The walk-in booking is created before payment is completed.
- 5
Payment
The guest completes the required payment through the connected payment workflow.
- 6
Collect Room Card & Receipt
After the required steps are completed, the kiosk issues the room card and receipt.
For a walk-in guest, PMS integration is important because the kiosk is creating a new stay rather than only retrieving an existing reservation. The required booking and guest/stay information must be reflected in the connected hotel system as the check-in workflow progresses.
Technical Note
Exception Handling
If a guest cannot complete a required step, the hotel workflow can route the case to remote assistance or staff support before the self-service journey resumes or is transferred.
Reservation-based Self Check-in
Reservation-based self check-in starts from an existing booking rather than creating a new walk-in reservation.
The kiosk uses the connected PMS workflow to retrieve the relevant reservation information and guide the guest through the required verification, payment and room-access steps defined for that property.
Once the check-in is completed, the relevant check-in status can be synchronized back to the PMS.
How Room Access Connects to the Check-in Workflow
Completing the PMS workflow is only one part of hotel self check-in. The guest also needs valid room access.
In the CRTLY hotel solution architecture, the kiosk connects with the door-lock or room-card system for room-card encoding and room-access permission.
After the required check-in steps are completed, the kiosk can issue the room-access credential according to the configured project workflow.
The current hotel self-service solution supports physical RFID room keys and password-based room access. For password-based access, the room access code can be sent to the guest's mobile phone or email after check-in, according to the project workflow.
How Payment Connects to the Hotel Workflow
Payment is handled as part of the connected guest journey rather than as an isolated kiosk transaction.
The payment system processes the guest payment and returns payment confirmation to the kiosk workflow. The kiosk can then continue to the next required step, such as completing check-in and issuing the room-access credential.
The exact payment terminal and provider integration depends on the hardware, payment provider and interface available for the project.
Check-out and PMS Status Synchronization
The same system architecture can also support self check-out.
The kiosk provides the guest-facing self check-out step, while the connected PMS can receive the relevant check-out status update according to the implemented hotel workflow.
PMS Integration Questions Hotels Commonly Ask
Which hotel PMS systems have you already integrated with?+
CRTLY hotel self-service kiosks have completed integration with a growing range of hotel PMS platforms including Cloudbeds, EZEE, Guesty, HOST PLATFORM, ORACLE, idsnext, softinn, ZUZU HOSPITALITY, abs Hotel Software, WINCLOUD, Yanojia Cloud Solution, IFCA software, and E-soft. These integrations enable the kiosk to exchange the hotel data required for self check-in and check-out workflows, including reservation lookup and check-in/check-out status synchronization. Support for additional PMS platforms is currently being expanded. If your PMS is not listed, send us the PMS name and available API or interface documentation, and our integration team can evaluate the connection requirements.
Which hotel door-lock and room-key systems have you already integrated with?+
CRTLY hotel self-service kiosks have completed integration with a range of hotel door-lock and room-card systems, allowing room-card encoding and room-access permissions to be incorporated directly into the self check-in workflow. Current integrations include dormakaba, VingCard / ASSA ABLOY, Saflok, TTLock, QRLOCK, BE-TECH, Level, SYRONLOCK, HUNE, INTEGO Technologies, LDEN, JENBERG, ADEL and Orbita. Support for additional door-lock systems can also be evaluated when the required API, SDK or integration documentation is available.
Can the kiosk retrieve an existing reservation, complete check-in, issue the room key, and update the PMS automatically?+
Yes. In an integrated hotel self-check-in workflow, the kiosk can retrieve existing reservation information, guide the guest through check-in, issue the required room key and synchronize the relevant check-in information with the connected PMS.
Can the hotel keep its existing payment provider and payment terminal?+
Yes, if the hotel's existing payment terminal or payment provider is already supported by the current system. Compatibility depends on the payment terminal model, provider and available integration interface.
If our PMS or payment terminal is not already supported, can CRTLY develop the integration for us?+
Yes. If the required PMS or payment terminal is not already supported, CRTLY can evaluate a custom integration based on the project's API or interface documentation and develop the required connection according to the project requirements.
Key Takeaways
- PMS integration connects the kiosk with reservation and guest/stay information.
- Walk-in and reservation-based check-in use different guest journeys.
- Identity verification, payment and room access must work as one connected workflow.
- Door-lock / room-card integration is required to complete room access after check-in.
- Check-in and check-out status can be synchronized with the connected PMS according to the implemented project workflow.