Protel PMS Integration: Sync Companion Data Profiles

When guests travel in groups or as families, a reservation often includes additional guests beyond the primary booker. Duve's Protel PMS integration can sync the profile data of these companion guests directly into Protel, keeping your PMS accurate and reducing manual data entry at the front desk.

Overview

Duve syncs guest profile data to Protel using the OTA/HTNG SOAP web services standard. Each guest attached to a reservation, both the primary guest and any companions, can have their profile created or updated in Protel automatically.

Companion profiles (non-primary guests) are resolved from their own individual profile data, while the primary guest's profile is always sourced from their verified reservation fields. Companion profile creation (pushing new profiles that do not yet exist in Protel) requires the integration to be set to V2. Profile updates for guests who already have an existing Protel profile ID work on both V1 and V2.

Who it's for:

Hotel operators and short-term rental managers using the Protel On-Premise or Protel Air PMS integration in Duve.

Applies to:

Protel On-Premise and Protel Air integrations. Companion profile creation is available on Protel Integration Version V2 only.

Use cases

A family of four checks in: Duve pushes individual profiles for each companion to Protel, so your front desk sees all guests without manual entry.
A corporate booking adds a traveling colleague during online check-in: Duve creates a new Protel profile for the companion and links it to the reservation automatically.
A returning guest is added as a companion: Duve updates their existing Protel profile with any new or changed data, address, document, or contact info, submitted during the guest journey.

Before you start

Your property must have an active Protel On-Premise or Protel Air connection configured in Duve.
To enable companion profile creation (for companions who do not yet have a Protel profile), your integration must be set to V2. See the setup steps below.
Each companion must have at least a last name recorded in Duve. Companions without a last name are skipped.
The primary guest's profile sync uses verified fields from the reservation. Companion profiles use each companion's own submitted data.

How to set it up

Follow these steps to confirm your Protel integration version and enable companion profile syncing.

Go to Settings in the Duve dashboard.
Navigate to Connections.
Open the PMS & Channel Manager tab.
Find your Protel On Prem or Protel Air connection and click to open or edit it.
Locate the Duve integration version on the Protel (or Protel Air) selector near the top of the connection settings.
SelectV2 - marked as Recommended.
Save your changes.

Not sure which version?

Contact your Protel Integrator, and follow the information about V2 integration

How companion profile sync works

Updating existing companion profiles

For any companion who already has a Protel profile ID stored in Duve, Duve sends an update request to Protel whenever guest data changes. This works on both V1 and V2. One update request is sent per guest, so a reservation with three companions can generate up to four separate requests, one for the primary guest and one per companion.

Creating new companion profiles V2 only

For companions who do not yet have a Protel profile ID, Duve sends a "Create request" to Protel. Protel processes the request asynchronously and returns a new profile ID. Duve then stores that profile ID against the companion on the reservation and links the new Protel profile to the reservation. This prevents duplicate create requests from being sent if the same event is retried.

Data synced for each companion

The following fields are included when Duve pushes a companion profile to Protel:

First & last name
Second last name - if provided
Email address
Phone number
Gender
Date of birth
Place & country of birth
Nationality
Country of residence
Document details: Type, number, issuing country, issue & expiry dates
National ID number
Home address: Street, city, postal code, region, country
Billing address: Company, street, city, country
Preferred language

Primary guest vs. companion: how fields are resolved

Duve resolves guest fields differently depending on whether the guest is the primary booker or a companion:

Primary guest: Name, email, and phone are sourced from the reservation's verified fields, the data the guest confirmed during the Duve guest journey. Unverified fields are used as a fallback.
Companions: Name, email, and phone are sourced directly from each companion's own profile entry in Duve.

Restrictions & limitations

Companion profile creation (for guests with no existing Protel profile) is only available when the integration is set to V2. On V1 (the default), new companion profiles are not pushed to Protel.
A companion is skipped entirely if they do not have a last name recorded in Duve.
A companion is skipped for updates if they do not have an existing Protel profile ID linked in Duve. They must go through the create flow first (V2 only).
Profile creation requests are sent asynchronously. Protel sends the new profile ID back to Duve after processing. Until that response arrives, the companion will not have a Protel profile ID stored in Duve.
If Protel returns an error in its async response, the profile is not created or linked, and no automatic retry occurs.
Only V1 and V2 are accepted as valid integration version values. Any other value is rejected on save.

Troubleshooting

Companion profiles are not appearing in Protel: Confirm the integration is set to V2 in your Protel connection settings. On V1, new companion profiles are not sent to Protel.
A specific companion is not syncing: Check that the companion has a last name saved in Duve. Companions without a last name are excluded from all sync operations.
Profile was created but data is missing: Ensure the companion completed the guest data collection step in the Duve guest journey. Fields that were not submitted will not be included in the profile sent to Protel.
Integration version selector is not visible: This selector only appears for Protel On-Premise and Protel Air connection types. If you do not see it, confirm you are editing a Protel connection and not a different PMS.

Tips & tricks

Set V2 early:

Enable V2 as early as possible. Companions who have no Protel profile ID will be picked up for creation on the next qualifying event once V2 is active.

Encourage complete guest data:

Prompt guests to complete all fields in the Duve guest journey, especially document and address details. The more data submitted, the richer the profile synced to Protel.

FAQs

Q: What is a "companion" in Duve?

A: A companion is any guest on a reservation who is not the primary (lead) booker. Companions are stored as additional guest profiles on the reservation and can include family members, colleagues, or any co-traveler added during the booking or guest journey.

Q: Does companion sync work for both Protel On-Premise and Protel Air?

A: Yes. Both integration types support companion profile sync. The V2 version selector is available for both Protel On-Premise and Protel Air connections.

Q: What happens if the same companion is on multiple reservations?

A: If a companion already has a Protel profile ID from a previous stay, Duve will update that existing profile rather than creating a new one.

Q: Will switching from V1 to V2 affect my existing primary guest profile sync?

A: No. Primary guest profile updates are sent on both V1 and V2. Switching to V2 adds the ability to create new profiles for companions who do not yet exist in Protel.

Q: What happens if Protel does not return a profile ID after a create request?

A: If Protel returns an error or an invalid profile ID in its async response, the companion's profile is not linked in Duve. No automatic retry occurs. Contact your Protel Integrator if this happens consistently.

Protel on Premise & Air V2 Integration

Protel on Prem | How to Connect

Protel Air | How to Connect