Guest Profiles

You use guest profiles to recognise returning guests and honour their preferences without asking twice. A profile holds a guest's contact details, identity document, preferences, and every stay linked to them. This page covers finding guests, what a profile contains, creating one, and how profiles connect to reservations.

You manage guests on the Guests page (under Guests in the sidebar), which shows how many guests are registered and lists them in a table you can search and sort.

On the Guests page, type in the search box ("Search by name, email, or phone..."). Search matches first name, last name, full name, email, and phone. The table shows each guest's Name, Email, Phone, Nationality, and Nights stayed, plus a loyalty Tier when the property uses Loyalty. You can sort by nights and page through results. Select a guest to open their profile.

To export the list as a CSV file, use the export action in the table toolbar.

A profile has these tabs: Profile, Stays, Loyalty (when the property uses Loyalty), and Activity (for roles with View Audit Log). The header shows the guest's email, phone, number of stays, last stay, and loyalty status.

The Profile tab has these sections.

• First name and Last name (required).
• Email and Phone.
• Date of birth.
• Nationality, picked from a country list.

Edits here also change the guest on their reservations.

• Document type: Passport, National ID, Driver's license, or Other.
• Document number.

Fill these in where your property collects identification at check-in. Opening a scanned identity document needs the View identity documents permission, and every opening is recorded.

Any fields your property added for guest profiles in Settings, under Custom fields.

One free-text field for standing requests and context that helps future stays, for example "Prefers a high floor, extra pillows, late check-out." Keep notes specific and factual so the next person can act on them. Only staff see this text; the guest never does.

The Stays tab lists every reservation linked to the guest, newest first: room type, dates, nights, rate, source, and status. Select a stay to open the reservation. The list builds itself from the guest's reservations, so it needs no upkeep.

Most profiles are created with a reservation: adding a new guest in the reservation wizard creates and links their profile. See Creating Reservations.

To create one directly, for example for a corporate contact who has no reservation yet, select Add guest on the Guests page. Enter a first and last name; email, phone, date of birth, nationality, and identity document are optional. Select Add guest to save. The more detail you add, the easier the record is to find and use later.

Open a guest and change any field on the Profile tab. There is no Save button: a text field saves when you leave it, and a list or date picker saves when you choose a value. Keep profiles current: when a guest mentions a new preference, a corrected phone number, or an ID, update the record while you have it open.

When another profile may be the same guest, the profile shows "Another profile may be this guest" with Compare and merge profile. You can also select two or more guests in the list and select Merge. In Merge guest profiles, choose the Profile to keep, then select Merge profiles. Every stay moves onto the kept profile. A merge cannot be undone from the app.

Every reservation is linked to a guest profile, which is what builds the stay history. At check-in, the profile and its preferences are where you confirm things like a requested floor before you assign a room. See Check-In.

If an arriving guest's reservation is linked to a profile that looks empty, search for an existing profile by email or phone. Those match more reliably than a name, which a channel may have entered differently.

Creating a profile without searching first. This is the main cause of duplicate records. Search by email or phone before you select Add guest, and merge any duplicates you find.

Vague notes. "Difficult guest" tells the next person nothing. Describe the specific situation and how it was resolved.

Letting profiles go stale. A profile is only as good as its last update. Record new preferences and corrections during or right after the stay.

• Check-In
• Check-Out
• Creating Reservations
• Key Concepts