Using Qwest With Your Property Management System (PMS)

This article explains how to connect Qwest to your property management system (PMS), what the integration does, how to disconnect it, and where to get support.

1. What Qwest Does With Your PMS

Qwest is an AI assistant that automates guest communication and contextual upsells across channels like WhatsApp, Instagram, and web chat.

When connected to your PMS, Qwest can:

Read reservations and guests (arrivals, in-house, departures, past guests)
Access stay details (dates, room type, number of guests, rate/plan, booking source)
Use guest contact data (name, email, phone, language where available)
Log upsells / add-ons back to your team (e.g. via notes, tasks, or reports, depending on your configuration)
Trigger automations based on reservation events (before arrival, in-stay, post-stay, etc.)

All usage is strictly limited to powering your automations and guest messaging according to your configuration and agreements.

2. Prerequisites

Before connecting:

You have an active Qwest account.
You have administrator access to your PMS (including permission to connect apps or generate API credentials).
You are allowed to share reservation/guest data with third-party tools for guest communication and analytics (per your internal policies and local regulations).

If you're unsure, please check with your internal IT / Data Protection Officer before proceeding.

3. How to Sign Up for Qwest

If you're not yet a Qwest customer:

Visit goqwest.com and click Get Started (or use the signup link provided by our team).
Complete the short onboarding form (property name, location, room count, main contact, and messaging channels you want to enable).
Our team will review your details and activate your workspace.

You'll receive an email with:

Login link to the Qwest dashboard
Initial configuration checklist
Onboarding call invite (optional but recommended)

If you already have access, simply log in to your existing Qwest workspace.

4. How to Connect Qwest With Your PMS

Note: Wording and menu names may vary slightly depending on your PMS. The overall flow is the same: authorize Qwest to access your PMS account and select which properties to connect.

Step A – Start the connection from Qwest

Log in to your Qwest dashboard.
Go to Settings → Integrations → PMS Integration.
Click Connect PMS.
You'll be redirected to your PMS to approve the connection.

Step B – Approve access in your PMS

In your PMS:

Log in with an administrator account.
Go to the Apps / Marketplace / Integrations section.
Search for Qwest and open the integration page.
Click Connect / Enable / Authorize (wording may differ).
When prompted, review the permissions (typically access to reservations, guests, rooms, folios/charges and related data).
Confirm to grant access.
You'll then be redirected back to Qwest.

Step C – Choose properties and sync settings in Qwest

Back in Qwest:

Select which properties you want to connect (if your PMS manages more than one).
Choose which data to sync:

Arrivals / in-house / departures
Past reservations (look-back window)
Which sources/channels to include (e.g. direct, OTA, corporate)

Configure messaging triggers, for example:

Pre-arrival messages X days before check-in
In-stay prompts (events, F&B, spa, tours)
Post-stay feedback or review prompts

Click Save & Start Sync.

Initial synchronization may take a short while depending on the number of active reservations.

5. Specific Functionality of the Integration

Once connected, Qwest can provide:

5.1 Guest Segmentation & Campaigns

Segment guests by stay date, room type, rate code, length of stay, and other attributes.
Send automated, personalized messages via WhatsApp/Instagram/web chat (e.g. early check-in offers, bar events, spa discounts).

5.2 Live Guest Assistance

When guests message your property, Qwest can:

Recognize them using PMS data (name, room, stay dates).
Answer common questions (check-in/out, Wi-Fi, breakfast times, directions, etc.).
Route complex requests to staff with context (guest name, room, reservation ID).

5.3 Upsell & Add-Ons

Promote events, F&B, tours, late check-out, upgrades, and other add-ons.
Capture guest interest and requests and surface them to your team (as notes, tickets, or exports—depending on your configuration).
Optionally log confirmed upsells against the reservation or guest profile where supported by your PMS or your workflow.

5.4 Analytics & Reporting

Track messaging performance (visibility, engagement, CTR, retention)
Monitor incremental revenue from upsell campaigns and automations.
Export data for your commercial or revenue management team.

6. Limitations of the Integration (Current)

The exact limitations depend on your PMS and your plan, but in general:

Qwest does not change rates/inventory directly in your PMS (unless explicitly configured in a custom project).
Some fields (e.g. certain custom fields or tags) may not be available through the PMS API.
Historical data sync may be limited to a specific look-back window (e.g. last X months).
Real-time sync speed depends on your PMS's API/webhook capabilities and rate limits.

If you need a specific field, action, or behavior, please contact us and we'll confirm if it's supported.

7. How to Disconnect Qwest and Your PMS

You can disconnect the integration either from Qwest or from your PMS.

7.1 Disconnect from Qwest

Log in to Qwest.
Go to Settings → Integrations → PMS Integration.
Click Disconnect for the property (or properties) you want to unlink.
Confirm the disconnection.

What happens:

Qwest stops receiving new data from your PMS.
Existing historical data inside Qwest may remain for reporting unless you request deletion or anonymization.
Automations that depend on PMS data will stop running.

7.2 Disconnect from your PMS

In your PMS:

Go to Apps / Marketplace / Integrations.
Open the Qwest integration.
Choose Disconnect / Disable / Revoke Access.
Confirm the action.

This will revoke Qwest's access token/credentials on the PMS side. If you disconnect only from the PMS side, Qwest will treat it as a revoked connection and stop syncing.

If you are unsure of the exact steps inside your PMS, please refer to your PMS's own "Disconnect app" or "Remove integration" documentation, or ask their support team.

8. How to Get Support

If you need help at any point (before or after connecting):

Email: hello@goqwest.com

Subject: "PMS Integration – [Property Name]"

What to include:

Property name
PMS you're using
Short description of the issue
Screenshots or error messages where possible

Our team will typically:

Acknowledge your request and gather any missing details.
Reproduce or investigate the issue using logs and PMS API responses where applicable.
Provide a fix, workaround, or configuration change, and confirm once it's resolved.

9. Frequently Asked Questions (FAQ)

Q1: Does Qwest modify reservations or guest profiles in my PMS?

By default, Qwest reads reservation and guest data to power messaging and analytics. Any write-backs (e.g. adding notes or charges) are only enabled if explicitly configured and approved during onboarding.

Q2: Can I choose which properties are connected?

Yes. If your PMS account manages multiple properties, you can select which ones to connect in the Qwest dashboard. Each property can have its own configuration and automations.

Q3: What happens to my data if I disconnect?

Once disconnected, Qwest stops receiving new data from your PMS. You can request that we remove or anonymize previously synced data, in line with your data processing agreement and applicable privacy regulations.

Q4: Can I run a pilot with only one property first?

Yes. Many customers start with a single property to measure impact before rolling out to the rest of their portfolio. Qwest fully supports staged rollouts.