Guest Profiles
A guest profile is the property's record of a guest: their contact details, identity document, status, preferences, and a history of every stay linked to them. A well-maintained profile is what lets the front desk recognize a returning guest and honour their preferences without asking twice. This page covers finding guests, what a profile contains, creating one, and how profiles connect to reservations.
You manage guests from the Guests page, which shows how many guests are registered and lists them in a searchable, sortable table.
Viewing guests requires the Guests view permission (guests.view); creating or editing them requires Guests edit (guests.edit). See Users and Roles.
Finding a guest
On the Guests page, use the search box ("Search by name, email, or ID...") to filter the list. Search matches across first name, last name, full name, email, phone, and guest ID, so any reliable identifier will find the record. The table shows each guest's name, email, phone, nationality, status, and total nights stayed; you can sort by nights and page through results. Click a guest's name to open their profile.
You can also export the current (filtered) list to CSV using the export action in the table toolbar.
What a profile contains
A guest profile is organized into sections you can edit, plus a read-only stay history.
Personal Information
- First Name and Last Name (required).
- Email and Phone.
- Date of Birth.
- Nationality (selected from a country list).
- Address.
- Guest Status — one of Active, VIP, or Blocked.
The status is a structured field, so use it rather than writing "VIP" into a notes box. VIP marks a guest for priority treatment; Blocked flags a guest the property does not wish to host.
Identity Document
- Document Type — Passport, National ID, Driver's License, or Other.
- Document Number.
Capture these where your property collects identification at check-in.
Preferences & Notes
A single free-text field for standing requests and context that helps future stays, for example "Prefers high floor, extra pillows, late check-out." Keep notes specific and factual so the next person who reads them can act on them. This text is for staff and is not shown to the guest.
Stay History
The Stay History tab lists every reservation linked to the guest, newest detail at a glance: room type, status, dates, nights, nightly rate, and booking source, with a running total of nights stayed. It is read-only here; click any stay to open the full reservation. History is built automatically from the guest's reservations, so it stays current without manual upkeep.
Creating a guest profile
Profiles are usually created as part of booking a reservation: entering a new guest on a reservation creates and links their profile automatically. See Creating Reservations.
To create one directly, for example for a corporate contact who has not booked yet, open the Guests page and click Add Guest. Provide at least a first and last name. The more detail you add (email, phone, nationality, ID, preferences), the easier the record is to find and use later. A new guest defaults to Active status.
Before adding a guest, search first. A quick search by email or phone avoids creating a second record for someone already in the system, which would split their stay history across two profiles.
Editing a profile
Open a guest from the list and edit any field in the Personal Information, Identity Document, or Preferences & Notes sections. The Save Changes button is enabled only once you have made an edit; click it to save. Keep profiles current: when a guest mentions a new preference, a corrected phone number, or an ID, update the record while you have it in front of you.
How profiles connect to reservations
A reservation is linked to a guest profile, which is what makes stay history accumulate. When you work a check-in, the guest's profile and its preferences are the place to confirm things like a requested floor or a VIP status before you assign a room. See Check-In.
If an arriving guest's reservation is linked to a record that looks empty (no history you would expect), search for an existing profile by email or phone, which match more reliably than a name that may have been entered differently by a booking channel.
Common mistakes
Creating a profile without searching first. This is the main cause of duplicate records, which split a guest's history. Search by email or phone before clicking Add Guest.
Writing status into the notes field. Use the Guest Status field for VIP or Blocked so it is consistent and visible in the list, and reserve Preferences & Notes for context the structured fields cannot hold.
Vague notes. "Difficult guest" tells the next agent nothing. Describe the specific situation and how it was resolved instead.
Letting profiles go stale. A profile is only as good as its last update. Capture new preferences and corrections during or right after the stay.