> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://poly-ai.ferndocs.com/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://poly-ai.ferndocs.com/_mcp/server. # HotSOS > Automate room service and maintenance requests with HotSOS and PolyAI. [Amadeus HotSOS](https://www.amadeus-hospitality.com/service-optimization-software/hotsos/) (**Hot**el **S**ervice **O**ptimization **S**olution) is a hospitality platform widely used for managing guest service requests, housekeeping, and maintenance workflows. It functions as a centralized task management system for hotels. PolyAI's integration logs guest service requests directly into HotSOS with predefined issue codes, routing them to the correct team automatically. > **Note** > > This integration is available from **Integrations** in Agent Studio under **Hospitality**. ## Prerequisites * Your property must use **HotSOS**, which provides structured workflows for guest services and property management. * You must have the necessary **API credentials** from Amadeus, including: * REST or SOAP endpoint URLs (e.g., `https://ifc.emea.hot-sos.net/api/service.svc/rest`). * API keys or other authentication tokens. ## Setup and activation ### Configure your integration > **Warning** > > The integration currently only supports service orders from the [standardized list](#standardized-service-orders). Check the [limitations](#limitations) for more information. 1. **Review and select service orders:** Access the [service order list](https://help.amadeus-hospitality.com/operations/service-optimization/content/service-orders.html), which includes predefined tasks such as delivering towels or reporting maintenance issues. Customize the list to meet your property's needs. 2. **Set configurations:** * Define **item limits** (e.g., up to 4 towels per request). * Enable **multi-item handling**, allowing up to 3 items in a single request (e.g., "Towel, toothbrush, and shampoo"). 3. **Verify room number detection:** Confirm whether your phone system supports automatic room number detection for calls made from guest rooms. If not, enable manual entry using the phone keypad as a fallback. ### Deploy the integration * Contact PolyAI to deploy and configure the integration. PolyAI will connect your HotSOS system to the virtual agent and assist with setup. * Test the integration to ensure: * Requests are logged with the correct issue codes and quantities in HotSOS. * Room number detection or manual input works as expected. For assistance with deployment or troubleshooting, contact your PolyAI account manager. ## Capabilities ### Direct service order logging * Logs guest requests directly into HotSOS, eliminating manual input from staff. * Each request is automatically assigned a predefined issue code for proper categorization and tracking. ### Automated task routing * Categorizes requests (e.g., housekeeping, maintenance, or supplies) and routes them to the appropriate teams based on the assigned issue code. * Reduces delays and communication overhead between staff. ### Multi-item handling * Handles requests for up to **4 units** of a single item in one order. * Supports up to **3 distinct items** in a single guest request (e.g., "Two towels, one toothbrush, and one shampoo"). * Consolidates multi-item requests into a single workflow for task allocation. ### Room number detection * Automatically detects the guest's room number for calls made from in-room phones (if supported by SIP data). * Provides a fallback option for guests to enter their room number manually using the phone keypad. ### HotSOS reporting integration * Logs requests directly into HotSOS dashboards and reports. * Enables properties to monitor task completion rates, analyze request trends, and assess team performance. ### Customizable workflows * Tailor issue codes and service orders to match your property's needs. * Adjust item limits, request restrictions, and workflows post-integration to align with operational changes. ## Limitations * **No order updates:** Cancellations, amendments, or confirmations of orders are not supported. * **Duplicate orders:** Duplicate requests cannot be created for unresolved issues already logged in HotSOS. * **Unsupported requests:** Tasks outside the enabled service order list are redirected to the property app or transferred to staff. * **Language availability:** Only **English** is currently supported. ## Standardized service orders HotSOS includes a predefined list of service orders compatible with the PolyAI integration. Customize this list to fit your property's needs. #### service order list > **Tip** > > Need a specific service order that isn't listed? Contact PolyAI to discuss customization options. | **Service order** | **Issue code** | | ----------------------------- | -------------- | | Complimentary water - request | 9032 | | Carpet - dirty | 1076 | | Dental kit - request | 9057 | | Kettle - request | 8089 | | Sofa bed setup - request | 9210 | | Bath towels - request | 8110 | | Bathrobe - request | 8105 | | Shower gel - request | 8106 | | Adapter - request | 9005 | | Blanket (queen) - request | 9030 | | Shampoo - request | 9212 | | Coffee (regular) - request | 9046 | | Iron & board - request | 9109 | | Coffee mug - request | 9044 | | Toilet paper - request | 8057 | | Shaving kit - request | 9213 | | Bottled water - request | 9032 | | Tea (regular) - request | 9235 | | Duvet (queen) - request | 8064 | | Wine glasses - request | 9085 | | Foam pillow - request | 9080 | | Feather pillow - request | 9076 | | Laundry pickup - request | 9259 | | Slippers - request | 8100 | | Blanket (king) - request | 9029 | | Sewing kit - request | 9211 | | Clean balcony | 4034 | | Conditioner - request | 9051 | | Lotion - request | 9122 | | Toothpaste - request | 8081 | | Toothbrush - request | 8080 | For more information, refer to the [HotSOS documentation](https://help.amadeus-hospitality.com/operations/service-optimization/content/service-orders.html) or contact PolyAI support. ## Related pages #### [Integrations overview](/integrations/integrations/overview) Browse all available integrations. #### [Tripleseat](/integrations/hospitality/tripleseat) Manage event and large party bookings.