How Una Connects to Your PMS and Operates Your Hotel’s Tech Stack

If you’re searching for a hotel AI chatbot, Airbnb / vacation rental chatbot, or a virtual concierge, you’re really asking one question:

Will it connect to our PMS and actually do the work—bookings, changes, tasks—not just “answer chats”?

That’s where Una by Polydom is different. Una is an AI digital employee for hotels and vacation rentals (not a “chat-only” tool). Tools need operators. Una is the operator—she runs your stack so your staff doesn’t have to.

Quick answer: what “PMS integration” means with Una

Many “AI concierge” and “booking bots” stop at conversation and then hand off the real work to your team.

With Una, PMS integration means she can operate the booking lifecycle inside the PMS:

• Live availability + listing details + amenities pulled in real time
• Create, modify, and cancel reservations (not “capture a lead for later”)
• Send booking confirmations and payment links automatically
• Access guest profiles and room status updates
  

The Una model: “Una doesn’t need users—she runs your stack”

Here’s the simplest way to think about it:

• Traditional hotel software requires humans to be the operator (front desk, reservations, call center).
• Most “AI tools” still require humans to supervise, copy/paste, and complete actions.

Una replaces the need to “be the user.” She logs in, reads context, follows your policies, executes workflows, and escalates only when human judgment is required.

How Una connects to your PMS

How Una connects to your PMS

Una is designed to work with modern hospitality platforms so she can support real-time guest communication and booking workflows.

Una is publicly listed or referenced on hospitality platforms including:

• Apaleo, with Una by Polydom listed in the Apaleo Store
• Guesty, with Una by Polydom featured in the Guesty Marketplace
• Mews, with Una available in the Mews Marketplace
• Clock PMS+, with a public UNA integration page
• Hospitable, with a Hospitable Hosts Community

These integrations matter because they allow Una to work with live operational context instead of static content or manual exports.

1) Live sync via direct PMS integration

Una supports live sync with PMSs and can act on real-time data rather than stale exports.

2) Real actions, not “suggested actions”

Una doesn’t just recommend what your team should do—she can do it:

• Read hotel listing details, amenities, and availability in real time via API
• Create, modify, and cancel reservations without human intervention

3) Booking follow-through (confirmations + payment links)

Once a booking is created or updated, Una can send confirmations and payment links automatically, reducing manual back-and-forth and dropped conversions.

In practice, that means Una can help your property with actions such as:

• answering availability questions based on real inventory context
• helping guests book the right room or unit
• updating reservation details when plans change
• handling cancellations according to your policies
• sending confirmations, payment links, or next-step instructions
• carrying context forward so the guest does not have to repeat themselves

For hotel groups, vacation rentals, aparthotels, and extended-stay operations, this creates a smoother guest journey and reduces the repetitive workload on staff.

Beyond PMS: Una connects to the systems guests and staff actually use

Hotels and STR operators don’t run on a PMS alone. Una is built to operate across the full guest journey and the internal operating layer.

Guest communication channels (one brain, many touchpoints)

Una can centralize and handle communication across major channels—phone line, website widget, email, QR codes, messengers/social, OTA inbox chat, and kiosk mode.

Operations + dispatch: turning guest requests into tasks

Una isn’t just a “FAQ bot.” She can coordinate workflows across systems—handling guest messages, completing bookings, creating and assigning tasks, and updating records across your stack.

CRM + spreadsheets + exports

When you want captured guest data to flow to marketing or ops, Una can share data with CRM and Excel/Sheets/CSVs.

Kiosk Mode: integration for lobby self-service (with privacy built in)

If you deploy Una on a public-facing tablet or lobby kiosk, you can’t risk the next guest seeing previous conversations.

Una Kiosk Mode automatically clears chat history after each session or inactivity, designed specifically to protect guest privacy in public settings.

What onboarding typically looks like (high level)

A practical integration is more than credentials—it’s policies, SOPs, and how your property runs. Una’s implementation is framed as “plug & play” with clear steps like:

• Scope definition & SLA
• Polydom links Una with PMS via API key
• AI-driven self-setup (SOPs, guest manual, Q&A)
• AI testing

Proof it works: Lee Gardens Extended Stay (real numbers)

At Lee Gardens Extended Stay (Orlando, FL), Una delivered measurable results tied directly to coverage and conversion:

• 1,100 guest conversations handled across channels
• 606 phone calls fully answered with no wait time
• 29% of conversations started during unstaffed hours (10 PM–8 AM)
• 100% call answer rate
• ~320 night-time inquiries preserved that would otherwise be missed

And the GM’s bottom-line summary highlights why “integration” matters—because it enables full execution across phone, email, and messaging with no added staffing: 232 direct bookings ($81,200) in 10 months cited in the case study.

Who this is for

Una is a fit if you want:

• 24/7 coverage across phone + messaging without staffing nights
• Fewer missed bookings due to slow replies
• Real automation: booking changes, confirmations, task dispatch—not just chat
• A consistent “policy brain” that works the same way across every channel

FAQs

Is Una just a hotel chatbot?

No. If you’re looking for a hotel AI chatbot or virtual concierge, Una goes further: she is an AI digital employee that operates your systems—handling bookings, updates, and task dispatch across your stack.

Which PMSs does Una integrate with?

Una supports live PMS sync, with examples referenced including Apaleo, Mews, and Guesty (and “etc.” to indicate additional PMS options).

What can Una do inside the PMS?

Una can handle the entire booking lifecycle directly within the PMS—creating, modifying, and canceling reservations, based on real-time availability and hotel details.

Does Una send confirmations and payment links automatically?

Yes. Una can send booking confirmations and payment links automatically as part of the PMS-integrated flow.

Is Una just a “ChatGPT wrapper” behind the scenes?

Una is positioned as an AI operator: instead of only drafting replies or suggesting actions, she executes workflows in PMS/CRM/task tools/telephony/inbox and logs actions end-to-end.

What happens when Una can’t complete something?

Una is designed to escalate only when human judgment is required, rather than pushing every request to staff by default.

Can Una run on a lobby kiosk without privacy risks?

Yes—Kiosk Mode clears chat history after each session or inactivity to prevent guests from seeing prior conversations.