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The best hotel tech stacks are built from the best individual tools, connected. Your PMS manages reservations, room assignments, and guest history. Your reputation management platform reads every review your guests leave on Google, Booking.com, TripAdvisor, and beyond. Both are generating valuable data every day. When they share it directly, something significant changes for your operations.
The Gap Between Guest Feedback and Operational Action
Most hotel groups are running their reputation management and PMS as separate workflows. A review comes in flagging a maintenance issue. Someone reads it, manually looks up the reservation to find the room number, logs it to a report, and passes it to the relevant team. That process depends on the right person being available, having time, and remembering to do it.
Across multiple properties and significant review volume, things get missed. Guests who check in late and check out early may never flag an issue at reception — but they often leave a review. Without a direct connection between your reputation platform and your PMS, that feedback sits in one system while the action it should trigger sits in another.
A direct 2-way integration closes that gap. Reviews get enriched with reservation data automatically. The right people get notified without a manual step in between. And the data that was sitting in separate dashboards starts doing the work it always should have been doing.
What the Integration Delivers
Room-Level Performance Analytics
When reviews are enriched with room number data from your PMS, your analytics become significantly more precise. Rather than knowing that guests are flagging noise or comfort issues in general, you can see exactly which rooms are driving that feedback and which are consistently rated well.
That level of detail changes how you make decisions. It informs maintenance prioritisation, room allocation, and capital investment planning across properties. When a pattern appears across a room type or a floor, you have the data to act on it with confidence.
Automated Service Tickets
When a guest review mentions a maintenance issue or a housekeeping concern, that information should reach the person who can fix it without anyone having to manually move it there.
MARA's service ticket AI scans every incoming review, identifies issues that require attention, and generates the relevant ticket automatically — enriched with the room number pulled from your PMS and routed to the right team. The issue is logged and actioned before the next guest checks in. No manual process. No risk of it being missed because the morning shift was busy.
Personalised Guest Experiences
Your PMS already holds guest history. A direct integration with MARA means that history gets richer over time. Review and survey data feeds back into the guest profile, giving your team context about preferences and past experiences before a returning guest arrives. The kind of context that turns a standard check-in into something that feels considered — and builds the kind of loyalty that shows up in future bookings.
Which PMS Systems Does MARA Integrate With?
MARA now has a direct 2-way integration with:
- Mews
- Apaleo
- Oracle
- Ibelsa
Coming soon:
- Protel
- LikeMagic
If you are running any of these, setup is straightforward. Your MARA review data flows into your PMS, and reservation data including room number, guest history, and reservation ID enriches your reviews in MARA automatically.
Ready to Connect Your Stack?
If your team is managing significant review volume across multiple properties, a direct PMS integration removes the manual work that sits between guest feedback and operational action. The reviews are already telling you what needs attention. The integration makes sure that information reaches the right people automatically.
For hotel groups on Mews, Apaleo, Oracle, or Ibelsa, MARA is ready to connect today.
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Frequently Asked Questions:
A 2-way PMS integration means data flows in both directions between your property management system and your reputation management platform. Your PMS sends reservation data — room number, guest history, reservation ID — to enrich your reviews. Your reputation platform sends guest insight back into your PMS, building a more complete guest profile over time. The result is more precise analytics and a connected operational picture without any manual steps.
MARA currently integrates directly with Mews, Apaleo, Oracle, and Ibelsa. Protel and LikeMagic integrations are coming soon. If your PMS is not on this list, get in touch — we are actively expanding our integration partners based on customer demand.
When connected, MARA pulls reservation data including room number, reservation ID, check-in and check-out dates, and guest history. This data is automatically attached to the relevant review in MARA, giving your team the operational context needed to act on guest feedback precisely.
Yes. MARA's service ticket AI scans incoming reviews for maintenance and housekeeping issues, generates a ticket enriched with the relevant room number from your PMS, and routes it to the right team automatically. This requires a PMS integration to be in place, as the room number data is what makes the ticket actionable. Ticketing integrations with tools including Flexkeeping, Sweeply, and Hotelkit are currently in beta.
When review and survey data feeds back into your PMS guest profiles, your team has richer context about returning guests before they arrive — preferences, past experiences, and anything they have flagged previously. That context enables more personalised check-ins and a more considered experience throughout the stay. It also means maintenance issues flagged in reviews are resolved before the next guest checks into the same room.
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