What this page is for
Everything you know about one guest: their stays, contact and ID details, company, preferences and notes. The booking page shows the same profile with its tags, preferences and any blacklist warning.
Who can use it
See guest profiles to view. Change, tag and merge guest profiles (Admin, Operations, Sales) to edit and merge. Export and erase guest data (GDPR) (Admin) for the export and erase buttons.
How to update a guest
- Change the details on the right and select Save.
- Tick tags such as VIP. Returning is set by itself.
- Write preferences one per line, such as "Pillow: firm". They show on every booking of this guest.
How to blacklist a guest
Tick Blacklisted, give a reason and select Save. Every booking of this guest then shows a red warning with the reason.
How to merge duplicates
Choose the duplicate under Merge another profile into this one and select Merge. Its stays move here, details missing here are copied from it, and it is deleted.
How to answer a GDPR request
- Export data downloads everything held about the guest (profile and stays) as a file.
- Erase personal details: type ERASE and select Erase. Name, contact and ID details are removed from the profile and its bookings. Stays and amounts stay for the accounts. This cannot be undone.
Fields and columns
| Field | Meaning |
|---|---|
| ID number, Date of birth | Stored encrypted and never shown again. Leave blank to keep them. |
| Company | The guest's company, when Corporate accounts is on. |
| Agreed to marketing messages | Records the date of consent; untick to withdraw it. |
Statuses and automation
- Stays, lifetime value and the Returning tag are worked out again every time one of the guest's bookings changes.
- Details typed here are never overwritten by later bookings; bookings only fill empty fields.
- Exports and every change are recorded in the change history.
Settings that change this page
None.
FAQs
Can I undo an erase? No. Export the data first if it may be needed.
Troubleshooting
| Problem | What to do |
|---|---|
| The ID number shows dots | It is stored; it is hidden on purpose. Type a new one to replace it. |
| Merge is refused | Choose a different profile from this one. |