Viewing Guest Profiles

To view an index of all guest profiles at your property, click on the ‘Guest Profiles’ option found on the main menu.

In this index, you will be presented with a brief overview of each guest profile, including information such as their name, email address, total number of reservations, sign-ins and survey scores.

You also have the ability to filter your profiles by All, Arriving, Departing and In-house, as well as general sorting and filtering using the options provided. 

You can also search for a specific profile by entering a name, email address or reservation number associated with the profile you wish to view into the ’Search’ option found at the top of the page. 

 To the far left of the index, you see a range of icons displayed next to each individual profile. These icons indicate whether the profile is currently receiving campaigns, and whether their subscription status is set as a ‘Lead Profile’, individual profile or based on the profile that was last updated (based on whether the email address of the profile is associated with multiple profiles and no ‘Lead Profile’ has been set).

By clicking on a guest profile, you will be taken to the profile overview for the guest. This overview is broken down into several sections to provide greater visibility of the guest’s reservations, revenue and general information on their interactions with your property. These sections are as follows:

  • Profile Information
  • Reservations
  • Completed Surveys
  • Reviews
  • Requests
  • Received campaigns
  • Subscriber lists

Profile Information

This section provides you with an overview of general information on the guest, along with with their current subscription status and a tally of their current satisfaction score, reservation revenue and request revenue. You can also view and amend their current interests by toggling the checkboxes on the interests displayed to the right of this section. 

By clicking on the their subscription status, you can view a detailed account of how they have been subscribed (if still currently subscribed), and have the ability to remove or request consent for subscriptions by clicking on the option provided at the bottom of the window.

Reservations

This section allows you to view a list of all reservations attached to the current profile you are viewing. Each reservation listed details the guest’s reservation number, check-in/check-out dates, room and total revenue, sign-ins and status, and can be sorted by clicking on the column you wish to sort by. You can view the full information for a specific reservation by clicking on the reservation number displayed.

At the bottom of the section, the total number of reservations made by the guest is displayed. A total of 5 reservations can be viewed at one time - if the guest has more than 5, the next 5 can be viewed on their profile by using the navigation options available at the bottom right of the index. 

Completed Surveys

This section provides you with an overview of any surveys completed by the guest, detailing the stay dates, room code, survey score, TripAdvisor score, net promoter and completion date for each survey completed. You can also see if the survey has been replied to, and by clicking on the ‘Reply’ icon displayed at the end of the listing you can quickly create a reply to the customer that will sent directly to them.

At the bottom of the section, the total number of surveys completed by the guest is displayed. A total of 5 surveys can be viewed at one time - if the guest has more than 5, the next 5 can be viewed on their profile by using the navigation options available at the bottom right of the index.

Reviews

This section provides you with an overview of any reviews created by the guest, detailing the title, stay dates, service (where the review was added), rating and submission date for each review added. You can also view a specific review by clicking on the title displayed for the listing you wish to view. Clicking on this will show the review in a pop-up window, with the option to view all guest responses by clicking on the ‘Show guest responses’ option to the right of the window.

At the bottom of the section, the total number of reviews completed by the guest is displayed. A total of 5 reviews can be viewed at one time - if the guest has more than 5, the next 5 can be viewed on their profile by using the navigation options available at the bottom right of the index.

Requests

This section provides you with an overview of any requests made by the guest, detailing the request name, additional comments, date requested for, quantity, price and status for each request. By clicking on the request name, you can directly view a specific request in full and make any updates if required. 

At the bottom of the section, the total number of requests made by the guest is displayed. A total of 5 requests can be viewed at one time - if the guest has more than 5, the next 5 can be viewed on their profile by using the navigation options available at the bottom right of the index

Received Campaigns

This section provides you with an overview of any campaigns successfully received by the guest. The index provided details the name, status, date of processing and delivery date of each campaign. By clicking on the campaign name, you can directly view a specific campaign in full and make any amendments if required. 

At the bottom of the section, the total number of campaigns received by the guest is displayed. A total of 5 campaigns can be viewed at one time - if the guest has received more than 5, the next 5 can be viewed on their profile by using the navigation options available at the bottom right of the index

Subscriber lists

This section provides you with an overview of any subscriber lists the guest is currently subscribed to. The index displayed details the name of the subscriber list and the date it was created. By clicking on the subscriber list name, you can directly view a specific list in full and make any updates if required. 

At the bottom of the section, the total number of lists subscribed to by the guest is displayed. A total of 5 subscriber lists can be viewed at one time - if the guest has more than 5, the next 5 can be viewed on their profile by using the navigation options available at the bottom right of the index