Summary: If your property uses StayNTouch as its Property Management System (PMS), AXP is set up to receive updates from it automatically. This article explains what information flows from StayNTouch into AXP, what doesn't sync, and what that means day-to-day for your team.
Permissions Required: No specific AXP permissions required to read this article. Your Alliants account manager or support team handles the initial integration setup.
How it works
The StayNTouch integration is one-way and inbound-only: information flows from StayNTouch into AXP. There is no reverse direction — actions guests or staff take in AXP (like checking in or updating a profile) are not sent back to StayNTouch.
StayNTouch sends updates to AXP in two ways:
Instantly, whenever something changes in StayNTouch (a new booking, an update, a check-in, etc.).
On a regular schedule, as a backup check. This catches anything that the instant updates might have missed, so your data stays accurate even if a single update doesn't come through straight away.
📓 Note: StayNTouch is one-way only. This means updates made on Alliants Experience Platform (AXP) won't be synced back to StayNTouch.
What StayNTouch sends to AXP
Booking updates When a reservation is created, modified, cancelled, checked in, checked out, or marked as a no-show in StayNTouch, AXP receives the update automatically.
Guest profile updates When a guest profile is created or updated in StayNTouch, AXP receives the latest details — including name, address, phone numbers, loyalty membership, and any tags on the profile.
Room status updates When a room's status or room/rate type changes in StayNTouch, AXP reflects that change.
🗒️ Note: Older bookings that are already checked out, cancelled, or marked as a no-show are not brought into AXP retroactively. Only current and upcoming reservations sync.
🗒️ Note: Occasionally a guest's profile may fail to sync (for example, if StayNTouch only has partial address details from an online travel agency). When this happens, the booking itself still syncs as normal — only the guest profile details may be missing or incomplete. Contact Alliants support if you notice this on a specific booking.
Multi-property groups
If your hotel is part of a chain using StayNTouch, each property's data is kept separate in AXP.
Hotels in the same chain may share the same underlying connection, but bookings, profiles, and room data are never mixed between properties.
Common Questions
Q: Does AXP send any updates back to StayNTouch?
A: No. This integration only flows one way — from StayNTouch into AXP. Actions taken in AXP (such as a guest completing online check-in) do not update StayNTouch.
Q: Will I need to manually enter bookings into AXP?
A: No. Bookings created, updated, or cancelled in StayNTouch appear in AXP automatically, with no manual entry needed.
Q: Why isn't my guest's booking showing up in AXP?
A: Booking's updates are sent to AXP immediately but these updates can take a few minutes to appear due to processing or synchronisation delays. A scheduled backup check also catches any updates that were missed. If a booking still hasn't appeared after a few minutes, contact Alliants support with the reservation details.
Q: A booking is in AXP, but the guest's profile details are missing. Why?
A: Occasionally a guest profile fails to sync separately from the booking, usually because StayNTouch is missing some required profile details (for example, a full address). The booking will still be there — contact Alliants support if the profile information doesn't appear shortly after.
Q: Can I see historical bookings that were already checked out or cancelled before the integration was set up?
A: No. Only current and upcoming reservations are synced. Bookings that were already in a completed state (checked out, cancelled, or no-show) before AXP started receiving updates will not appear.
Q: My hotel is part of a chain — will I see other properties' bookings in AXP?
A: No. Each property's bookings, guest profiles, and room data are kept separate, even when properties share the same StayNTouch connection setup.