This guide will walk you through the process of integrating WeSpeak with LobbyPMS. You will find the requirements for establishing the connection, the steps to activate it, how rates and availability are retrieved, how reservations are registered in LobbyPMS, and where to get support if you need assistance.

What Is WeSpeak?

WeSpeak is a hotel communication platform that uses artificial intelligence to automate guest interactions through WhatsApp and other digital channels.

Its virtual assistant can answer inquiries, provide information about the property, check availability and rates, and create reservations, offering 24/7 guest assistance.

What Can WeSpeak Do in LobbyPMS?

When integrated with LobbyPMS, WeSpeak can retrieve up-to-date property information and facilitate reservation creation through conversations with guests.

With this integration, you can:

• Check availability: WeSpeak checks room availability in LobbyPMS in real time, taking into account reservations from other connected sales channels, to provide guests with up-to-date information.
• Check rates: Displays available prices to guests based on the rates and conditions configured in LobbyPMS.
• Create reservations: WeSpeak allows reservations to be registered directly in LobbyPMS and sets their status based on the payment made by the guest. Reservations with approved card payments are registered as Confirmed, while those submitted without online payment are marked as In Transaction, according to the property's configuration.

What Do You Need to Get Started? 

Before integrating WeSpeak with LobbyPMS, make sure you meet the following requirements:

1. Active WeSpeak account: You must have an active account on the platform. If you don't have one yet, you can request a demo here.
2. Room names: The room names configured in WeSpeak must match exactly those registered in LobbyPMS. The WeSpeak team will verify this information during the connection process.
3. WeSpeak Payments: To create reservations directly in LobbyPMS, you must have WeSpeak Payments activated. Without this service, the assistant can check rates and availability but cannot create reservations.
4. LobbyPMS Property ID: You must know the ID of the property you want to connect. You can find it by going to Settings > Property Information in LobbyPMS.

If you have multiple properties: Identify the Property ID for each one. Each property must activate the integration independently.

How Does the Connection Process Work?

The integration between WeSpeak and LobbyPMS is completed in two steps: first, you must activate the integration in LobbyPMS, and then request that the WeSpeak team complete the configuration.

Step 1. Activate WeSpeak in LobbyPMS

1. Sign in to your LobbyPMS account.
2. From the main menu, select Integrations.
3. Find the WeSpeak card and click on it.
4. On the configuration screen, click the Activate button.

Step 2. Request the Connection from WeSpeak

Once the integration has been activated, send your LobbyPMS Property ID to your WeSpeak Account Manager or to soporte@wespeak.pro. You can find it by going to Settings > Property Information in LobbyPMS.

The WeSpeak team will complete the configuration and verify that the rooms and rates match across both platforms.

Important:

• The connection to LobbyPMS is configured by the WeSpeak team. You do not need to upload any LobbyPMS information to the WeSpeak dashboard. To enable reservation creation, your Account Manager will help you configure WeSpeak Payments.

• If your hotel already uses WeSpeak, you must still activate the integration in LobbyPMS and provide your Property ID. The WeSpeak team will coordinate the transition to this connection with you.

• If you manage multiple properties, you can connect them to the same WeSpeak account. However, you must activate the integration in LobbyPMS and provide the Property ID for each property separately.

• Activating the integration in LobbyPMS does not mean the connection is fully configured. The WeSpeak team must complete the process.

How Are Rates and Availability Sent to WeSpeak?

Rates and availability are retrieved by WeSpeak directly from LobbyPMS in real time during the conversation with the guest.

When the guest provides:

• The stay dates.
• The number of guests (adults and children).

WeSpeak sends a request to LobbyPMS to retrieve available rooms and their corresponding rates.

LobbyPMS returns the options that meet the property's configured availability and rate conditions. If you have configured special rates for children in LobbyPMS, these will automatically be taken into account when calculating the final reservation price sent to WeSpeak.

The retrieved information includes:

• Available room categories.

• Current rates for the requested dates.

• Active rate plans.

• Long-stay discounts, when applicable.

Availability Checks

Before returning the information, LobbyPMS takes into account the restrictions configured in the Booking Engine, including:

• Actual room availability.
• Minimum and maximum length of stay.
• Minimum booking lead time.
• Maximum advance booking window.

If a room category does not meet any of these conditions, it will not be offered as available for the requested dates.

Result for the Guest

Using this information, WeSpeak presents a clear, organized quote within the conversation, displaying only the options that are actually available for booking.

This ensures that reservations created through the chat are synchronized with the property's actual availability, reducing the risk of overbooking.

If the guest requests a quote in another currency, WeSpeak displays the converted price, but the reservation is sent to LobbyPMS in the property's currency.

How Does a Reservation Reach LobbyPMS?

Once the guest selects a room and rate during the conversation, WeSpeak sends a confirmation link. There, the guest enters their information and either makes a payment or selects one of the payment methods enabled in WeSpeak Payments.

After the guest completes this step, WeSpeak requests the creation of the reservation in LobbyPMS. The reservation appears on the calendar under the corresponding channel, provided that it is successfully registered.

To manage payments and create reservations through the chat, the property must have WeSpeak Payments activated. The following scenarios may occur:

Reservation with Card Payment

If the payment is successful:

WeSpeak creates the reservation in LobbyPMS with the payment recorded and the reservation status set to Confirmed.

If the payment is unsuccessful:

The guest can try making the payment again, but no reservation is created in LobbyPMS until the payment is approved.

Reservation Without Online Payment

If the guest selects payment at the hotel, bank transfer, an external payment link, or a card as a guarantee (without being charged), WeSpeak creates the reservation in LobbyPMS with a payment amount of zero and the status In Transaction.

From that point onward, the reservation's behavior depends on the property's payment conditions configured in LobbyPMS:

• If advance payment is required: The In Transaction reservation is automatically canceled when the configured time limit expires without the required payment being recorded.
• If reservations without advance payment are allowed: The reservation remains registered, and the hotel manages payment collection directly with the guest.

Where to review this configuration: In LobbyPMS, go to Settings > Booking Engine > Confirmation and Payments. There, you can review the payment requirements and the time limit for reservations without confirmed payment.

Important: Subsequent modifications and cancellations are not synchronized between WeSpeak and LobbyPMS. If the hotel marks a bank transfer as received in WeSpeak, that change will not update LobbyPMS either. Additionally, WeSpeak is not notified when LobbyPMS automatically cancels an In Transaction reservation.

Recommendations

To ensure the integration between WeSpeak and LobbyPMS works properly, we recommend keeping the following points in mind:

• Keep rates and availability up to date: Make sure the information registered in LobbyPMS is accurate, as WeSpeak retrieves this data directly from the system.
• Check booking restrictions: Review minimum and maximum length-of-stay requirements, booking lead times, and rate plans to prevent certain rooms from appearing unavailable. A minimum-stay requirement may cause a room category to appear unavailable.
• Keep room names identical: Make sure the room names in WeSpeak match exactly those configured in LobbyPMS.
• Verify incoming reservations: Check that reservations generated through WeSpeak are correctly registered in the LobbyPMS calendar and have the appropriate status.
• Review payment settings: Configure the payment methods and conditions in WeSpeak Payments with your Account Manager, and review the payment conditions configured in the LobbyPMS Booking Engine.
• Pay special attention to payment methods without online charges: If you enable payment at the hotel, bank transfer, or a card as a guarantee, and LobbyPMS requires advance payment, In Transaction reservations may be canceled when the deadline expires. WeSpeak is not notified of these cancellations. Check the reservation status in LobbyPMS to prevent a reservation from appearing active in WeSpeak while being canceled in LobbyPMS.
• Manage modifications and cancellations directly in LobbyPMS: These changes are not synchronized with WeSpeak, so they must be managed directly in LobbyPMS.
• Run tests after the connection is completed: Once WeSpeak confirms that the integration has been configured, check availability and rates to verify that the information matches what is displayed in LobbyPMS.
• Do not deactivate the integration without notifying WeSpeak: If you deactivate WeSpeak in LobbyPMS, the assistant will no longer be able to provide quotes or create reservations for that property while the integration remains inactive. Notify the WeSpeak team first.

How to Escalate an Issue to Support

If you experience any issues with WeSpeak, you can contact its support team directly through the following channels:

• Account Manager: Contact the representative assigned to your property.
• Email: soporte@wespeak.pro
• WhatsApp or phone: +1 619-605-0985
• WhatsApp for Brazil: +55 85 2028-7823
• WeSpeak Dashboard: Use the Support button available on the platform.

Support Hours

• Human support: Monday through Friday, from 9:00 a.m. to 6:00 p.m. (UTC−3), on business days in Argentina.
• Automated support: Available 24 hours a day, seven days a week, through an AI agent outside human support hours.

Recommendations for Reporting Issues

To help the support team review your case, please provide:

• Property name and LobbyPMS Property ID.
• Description of the issue.
• Approximate date and time of the event, including the time zone (for example, 2:30 p.m. Colombia time, UTC−5).
• Screenshots or examples of the conversation, if available.
• LobbyPMS reservation number, if one exists. You can also find it in WeSpeak > Reservations > Details > "Reservation ID in Channel / PMS".

To report availability discrepancies or issues with reservation creation, you can initially contact the WeSpeak support team. They can review the request and coordinate the necessary checks with LobbyPMS.