This guide provides step-by-step instructions and best practices for managing group room blocks, rates, and pickup through the Tripleseat–StayNTouch PMS integration. Tripleseat is the system of record for block creation and edits, while StayNTouch remains the source of truth for pickup and room revenue.
Table of Contents
- Creating a Room Block
- How Statuses Work
- Editing Room Blocks
- Adding & Adjusting Rates
- Pickup Management
- Changing Block Dates
- Lost or Canceled Blocks
- Settings & Adjustments
- Support
- Common Errors
- StayNTouch FAQs
Creating a Room Block
Required Fields:
- Block Name – Client-facing; populates as the block name field in StayNTouch.
- Location – Hotel property location in Tripleseat.
- Date Range – Start and end dates for the block.
- PMS Group Code – User-created and must be unique. Best practice: combine start date and first letters of the block name (e.g.,
102125NAME). Use letters/numbers only (avoid special characters). - PMS Rate Code – Choose an existing group rate plan from StayNTouch or use a Custom Rate.
- Status – Tripleseat sends blocks to StayNTouch only for mapped statuses.
- Market Segment – Must be mapped to StayNTouch.
Optional Fields:
- Extended Date Range – Allows rooms outside contracted dates but within range.
- Block Release Date – Cutoff date when blocked rooms are released to general inventory. Edits made on or after the current release date will not be sent to StayNTouch.
Post-Creation Behavior
- Once saved with all required fields and a mapped status, Tripleseat sends the block to StayNTouch.
- A PMS Group ID displays in Tripleseat when StayNTouch confirms creation.
- If you use notes: Booking “Notes” in Tripleseat send to StayNTouch, and notes on the block in StayNTouch can send back to Tripleseat for front-desk context.
Error Handling
- Errors display in pop-ups or at the top of the Guest Rooms tab.
- Blocks or edits are not sent until errors are resolved; clear the error, correct issues, and re-save.
How Statuses Work
- Statuses cannot move backward (e.g., Definite → Tentative → Definite is not allowed).
- Once a status is moved to Lost and syncs with StayNTouch, the block cannot be reused—create a new block.
- Statuses are mapped from Tripleseat to StayNTouch.
Editing Room Blocks
- All edits must be made in Tripleseat. Changes in StayNTouch do not sync back.
- If the block release date has passed, changes cannot be applied successfully.
Adding & Adjusting Rates
Enter rates in slash-separated format:
- StayNTouch group rate plans appear read-only in Tripleseat and pull plan rates; Custom Rate allows a one-off rate. Updating an existing group plan in StayNTouch impacts all blocks using that plan.
- Single/Double:
$200/$200 - Triple/Quad:
$200/$200/$250/$300 - Provide rates for all room types with expected pickup, even if no nights are blocked.
Pickup Management
Updating Pickup
- StayNTouch sends block pickup information to Tripleseat as pickup occurs.
-
Tripleseat ingests flexible pickup data:
- Pickup for room types not blocked in Tripleseat.
- Tripleseat only ingests pickup during start and end date period in Tripleseat. To allow pickup on additional room nights, use extended dates in Tripleseat to extend block.
Closed Blocks
- Marking a block Closed finalizes pickup; no further updates flow.
Changing Block Dates
- Copy the booking and block in Tripleseat to the new dates (if new dates are outside the current booking’s date range).
- Create a new unique PMS Group Code for the new block.
- Update allocations/status as needed, then mark the original block Lost (releases rooms in StayNTouch).
- Reassign reservations before marking the original block Lost.
- Always enter rates for extended dates.
Lost or Canceled Blocks
- Deleting a block does not release rooms.
- Always move to Lost status to release rooms in StayNTouch.
Settings & Adjustments
- Overbooking is not allowed.
- Make all edits and changes to blocks in Tripleseat; changes made in StayNTouch will not send back to Tripleseat and may cause conflicts.
- Room block statuses can’t move backward.
- Payment reversals in Tripleseat are not reflected in StayNTouch.
- New Market Segments must be mapped by Tripleseat Support.
Support
If you encounter any errors, connection issues, or data discrepancies related to the STAYNTOUCH integration, please contact Tripleseat Support:
- Email support@tripleseat.com.
- Subject line:
STAYNTOUCH Integration Issue – [Your Hotel Name] - Include: Hotel name, description of issue, screenshots or error messages (if available), date/time the issue occurred, contact name.
Common Errors
-
“Market Segment missing or unmapped.”
*Solution: Add the required field(s) on the booking and ensure they are mapped to valid StayNTouch values. Re-save.
-
“Not enough rooms available in StayNTouch.”
*Solution: Reduce held inventory or adjust dates/room types in Tripleseat, then re-save; or coordinate with the front office/revenue team to free inventory in StayNTouch.
-
Red error banner or pop-up noticed
*Did anything send? No. Blocks/edits are not sent until all errors are cleared. Correct the issue(s) and re-save.
StayNTouch FAQs
Tripleseat for Hotels / StayNTouch PMS — Frequently Asked Questions
Getting Started & Source of Truth
Q: When does Tripleseat push a new block to StayNTouch?
A: As soon as you save a block with all required fields and a mapped status.
Creating Blocks
Q: Can I extend dates beyond the contracted range?
A: Yes—use Extended Date Range to allow pickup just outside contracted dates (within the extended window).
Q: What does the Block Release Date do?
A: After the release date, rooms can no longer be picked up under the block. Edits made on or after the release date will not send to StayNTouch.
Q: How do I know StayNTouch created my block?
A: A PMS Group ID appears in Tripleseat once StayNTouch confirms creation.
Q: Where should I make edits?
A: Always in Tripleseat. Changes made directly in StayNTouch do not sync back.
Q: Why aren’t my edits sending?
A: If the release date has passed, edits will not apply. Also check for mapping errors or required fields.
Q: How should I change block dates safely?
A:
- Copy the booking & block in Tripleseat.
- Create a new unique PMS Group Code for the new block.
- Update allocations/status as needed and reassign reservations to the new block.
- Mark the original block Lost to release rooms in StayNTouch.
- Enter rates for any extended dates.
Q: If I delete a block in Tripleseat, does that release rooms?
A: No. Always move the block to Lost to release inventory in StayNTouch.
Q: How do I contact Support?
A: Email support@tripleseat.com with subject “STAYNTOUCH Integration Issue – [Your Hotel Name]” and include hotel name, issue description, screenshots/error text, date/time of occurrence, and your contact name.
Q: “Market Segment missing or unmapped.” What do I do?
A: Add the required fields on the booking and ensure they are mapped to valid StayNTouch values. Re-save.
Q: “Not enough rooms available in StayNTouch.” What now?
A: Reduce held inventory or adjust dates/room types in Tripleseat, then re-save; or coordinate with the front office/revenue team to free inventory in StayNTouch.
Q: I see a red error banner or pop-up—did anything send?
A: No. Blocks/edits are not sent until all errors are cleared. Correct the issue(s) and re-save.
Quick Do/Don’t Checklist
Do
• Create/edit blocks in Tripleseat only.
• Confirm required fields are filled and mapped.
• Enter rates for all expected room types.
• Use Lost (not Delete) to release rooms in StayNTouch.
• Use Update Pickup at Location level when needed.
Don’t
• Move statuses backward.
• Expect StayNTouch edits to sync back to Tripleseat.
• Edit after the release date and expect it to send.
• Reuse a block once it’s Lost.
• Overbook.