Guests (CRM)
What it is
The Guests (CRM) screen in the website administration. It collects guest profiles with their stay history, notes and tags.
It is part of the Premium plan.
Why you need it
So that you know a guest before they arrive. That they prefer to sleep on the quiet side, that they have a nut allergy, that they have been with you four times already.
How a profile comes into existence
By itself, with the first reservation. You do not create anything.
Guests are matched by e-mail. If they book with you again using the same e-mail, the stay is added to the same profile.
What you find in a profile
| Figure | Meaning |
|---|---|
| Stays | How many times they have been with you |
| Spend | How much they have spent in total |
| Last stay | When they were last here |
| Stay history | A list of all their reservations |
What you can note down about a guest
- Internal note - for example "prefers a room on the quiet side".
- Preferences - for example "nut allergy, late arrival".
- Tags (segments) - your own labels that you can then filter by.
- Mark as a VIP guest.
The notes are internal. The guest never sees them.
Segments
Above the list there are four quick selections:
| Segment | Who is in it |
|---|---|
| All | Every guest |
| Returning | Has been with you more than once |
| VIP | Marked by you |
| Long time no see | Have not been for a long time - candidates to contact |
You can sort the list By last stay, By number of stays, By spend or By name.
Above the list you see a summary for the chosen segment: the number of guests, how many are returning, how many are VIP and the total spend.
Searching
The field at the top searches by name, e-mail and phone.
No marketing
The Guest opted out of marketing e-mails toggle means we do not send campaigns to that guest. Respect it - it is their right.
Campaigns are sent from the Email campaigns screen - see Email campaigns and the loyalty program.
Protected data
If a guest filled in the online check-in, the profile also shows a Protected data block: the document number, nationality, date of birth and consent to processing.
We show only part of the document number. That is enough to check it against the guest's ID and cannot be misused.
Deleting a profile
Deleting a profile leaves the guest's reservations intact. Only the notes, tags and the VIP flag disappear.
Common problems
The Guests (CRM) item has a padlock. It is part of the Premium plan.
The list is empty. A profile is created automatically with the first reservation. Until you have one, there is nothing to show.
The same guest is in the list twice. They booked with two different e-mails. Matching goes by e-mail.
A guest from a phone reservation is missing. You did not fill in an e-mail when recording it manually. Without one there is nothing for the profile to attach to.
I cannot see the protected data. The guest did not fill in the online check-in, or you have digital check-in switched off.
A guest asks to have their data deleted. Delete the profile. The reservations have to stay for legal reasons.