Guest Database Overview

Tier: Growth 🌱 | Business 💼
Time: 10 minutes
Prerequisites: At least one guest in your system (from guidebook email capture or CSV import)

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Overview

The Guest Database is your centralized CRM for managing all guest information, communication history, and booking data. This powerful tool helps you build meaningful relationships with guests, segment your audience, and run targeted marketing campaigns.

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What is the Guest Database?

The Guest Database (also called CRM - Customer Relationship Management) is where all your guest information lives:

Data Sources

Guests are automatically added from:

1. Guidebook Email Capture

• Guest visits booking URL (/b/token)
• Enters their email address
• Opts into marketing (optional)
• Auto-creates guest record

2. CSV Booking Import

• Import bookings from Lodgify/Booking.com/Airbnb
• Guest records created from CSV data
• Phone numbers, names, and booking dates included

3. Manual Entry

• Add guests directly in the database
• Useful for phone bookings or walk-ins
• Custom fields available

4. Team Members Adding

• Team members can add guests (with permission)
• Collaborative database building
• Audit trail of who added what

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Accessing the Guest Database

How to Get There

1. Click "Guests" in the left sidebar (under "Marketing & CRM")
2. Or visit: /dashboard/guests
3. Or use keyboard shortcut: G then G

What You'll See

Header Section:

• Total guest count
• Search bar
• Filter options
• Export button

Guest Table:

• Inline editable fields
• Sortable columns
• Bulk selection checkboxes
• Action buttons

Pagination:

• 25 guests per page (default)
• Page navigation
• Jump to page

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Guest Record Fields

Each guest record contains:

Core Information

Name (Required)

• First name + Last name
• Or full name
• Editable inline

Email (Required)

• Primary email address
• Must be unique per guest
• Used for campaigns

Phone (Optional)

• International format: +1234567890
• Used for SMS campaigns
• Can be multiple numbers

Booking Data

Total Stays

• Number of completed bookings
• Auto-calculated
• Read-only

Property Association

• Which property(ies) they've stayed at
• Can be multiple properties
• Used for property-specific campaigns

First Stay Date

• Date of their first check-in
• Auto-populated
• Helps identify loyal guests

Last Stay Date

• Date of most recent checkout
• Auto-updated
• Used for "win-back" campaigns

Marketing & Communication

Marketing Opt-In Status

• ✅ Opted In: Can receive email campaigns
• ❌ Opted Out: Cannot receive marketing emails
• Toggle-able
• GDPR/CAN-SPAM compliant

Email Open Count

• Total emails opened
• Engagement metric
• Updated via tracking pixel

SMS Sent Count

• Number of SMS messages sent
• Prevents over-messaging
• Visible in guest profile

Last Contacted

• Date of last email or SMS
• Prevents duplicate messaging
• Auto-updated

Referral Data (Starter+)

Referrals Made

• Number of people this guest referred
• Used for reward calculation
• Visible in profile

Referral Code

• Unique code for this guest
• Share with friends
• Track referral source

Reward Status

• Pending/Earned/Redeemed
• Automatic tracking
• Discount code generation

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Viewing Guest Information

Table View (Default)

Columns Displayed:

1. Name - Guest full name
2. Email - Email address
3. Phone - Phone number (if available)
4. Property - Associated property
5. Total Stays - Number of bookings
6. Last Stay - Most recent checkout date
7. Opt-In Status - Marketing consent
8. Actions - Quick action buttons

Customizing Columns

Show/Hide Columns:

1. Click "Columns" button (top right)
2. Check/uncheck columns to display
3. Saves your preference

Reorder Columns:

• Drag column headers to reorder
• Custom layout per user
• Resets on logout (saved coming soon)

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Inline Editing

One of the most powerful features: edit guest data directly in the table!

How to Edit

1. Click any editable field in the table
2. Field highlights and becomes editable
3. Make your changes
4. Press Enter or click outside to save
5. Changes auto-save to database

Editable Fields

• ✅ Name
• ✅ Email
• ✅ Phone
• ✅ Marketing opt-in status
• ❌ Total stays (auto-calculated)
• ❌ Last stay date (from bookings)

Bulk Editing (Coming Soon)

• Select multiple guests (checkboxes)
• Choose "Bulk Edit"
• Update fields simultaneously
• Saves time for large updates

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Searching Guests

Quick Search

Search Bar (top right):

• Type guest name, email, or phone
• Results filter instantly
• Case-insensitive
• Searches across all fields

Examples:

• "John" - finds John Smith, Johnny Doe, etc.
• "gmail.com" - finds all Gmail users
• "+1614" - finds all guests with 614 area code
• "Beach" - finds guests who stayed at "Beach House"

Advanced Search (Coming Soon)

Filter by:

• Date range (first/last stay)
• Property
• Opt-in status
• Total stays (1, 2-3, 4+)
• Has phone number
• Has made referrals

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Filtering Guests

Pre-Built Filters

Click filter buttons to quickly segment:

All Guests (Default)

• Shows every guest in database
• No filters applied

Past Guests

• Guests with completed stays
• No upcoming bookings
• Good for win-back campaigns

Future Guests

• Guests with upcoming bookings
• Check-in date in the future
• Good for pre-arrival messages

Repeat Guests

• 2+ total stays
• Loyal customers
• Good for loyalty rewards

First-Time Guests

• Only 1 stay
• Potential for repeat booking
• Good for follow-up campaigns

Opted In

• Marketing consent = Yes
• Can receive campaigns
• GDPR compliant list

Opted Out

• Marketing consent = No
• Cannot receive marketing
• Still get transactional emails

Never Emailed

• Email open count = 0
• Good for first contact
• Or indicates bad email

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Sorting Guests

Click any column header to sort:

Name

• A-Z or Z-A
• Alphabetical order

Last Stay Date

• Newest first (recent guests)
• Oldest first (need win-back)

Total Stays

• Most to least (find your VIPs)
• Least to most (find one-timers)

Email Open Count

• Most engaged first
• Least engaged last

Default Sort: Most recent guests first (by created date)

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Exporting Guest Data

CSV Export

To Export:

1. Click "Export" button (top right)
2. Choose filters/segments if desired
3. Download CSV file
4. Opens in Excel, Google Sheets, etc.

Export Includes:

• All guest fields
• Booking data
• Email engagement stats
• Marketing opt-in status
• Custom fields

Use Cases:

• Backup your data
• Import into other systems
• Analyze in Excel/Google Sheets
• Share with accounting/tax software
• Compliance reporting

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Guest Segmentation

Why Segment?

Sending the same message to everyone is ineffective. Segmentation allows:

✅ Personalized Messages - Relevant to guest's history
✅ Higher Open Rates - More engaging content
✅ Better Conversions - Targeted offers work better
✅ Reduced Unsubscribes - Less irrelevant emails
✅ Compliance - Respect opt-out preferences

Common Segments

1. New Guests (First Stay)

• Welcome email series
• Ask for review
• Offer return discount

2. Repeat Guests (2+ Stays)

• Loyalty rewards
• VIP treatment
• Early access to new properties

3. Past Guests (No Recent Booking)

• Win-back campaigns
• Seasonal promotions
• "We miss you" discounts

4. Future Guests (Upcoming)

• Pre-arrival information
• Check-in instructions
• Local recommendations

5. High-Value Guests (Many Stays)

• Exclusive offers
• Referral program invites
• Premium property access

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Guest Actions

Individual Actions

For each guest, you can:

Send Email

• Create one-off email
• Or add to campaign
• Track opens/clicks

Send SMS (if phone number)

• Individual text message
• Use templates
• Delivery confirmation

View Booking History

• See all past/future bookings
• Dates, properties, revenue
• Communication log

Edit Profile

• Update information
• Add notes
• Change opt-in status

Delete Guest (careful!)

• Removes from database
• Cannot be undone
• Bookings remain (orphaned)

Bulk Actions

Select multiple guests (checkboxes), then:

Add to Campaign

• Bulk add to email campaign
• Saves time

Export Selected

• Export only selected guests
• Smaller, targeted list

Bulk Update Opt-In Status

• Mark multiple as opted in/out
• Compliance management

Delete Selected (careful!)

• Remove multiple guests at once
• Cannot be undone

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Guest Activity Timeline

Click on any guest to see their Activity Timeline:

What's Tracked

Bookings

• Check-in and check-out dates
• Property stayed at
• Booking platform
• Revenue (if available)

Emails

• Campaigns received
• Open dates/times
• Click-through data
• Bounces/unsubscribes

SMS Messages

• Messages sent
• Delivery status
• Replies (if enabled)

Guidebook Access

• When they accessed guidebook
• Sections viewed
• Time spent

Referrals

• People they referred
• Rewards earned
• Redemption status

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Managing Opt-Ins & GDPR Compliance

Understanding Opt-In Status

Opted In ✅

• Guest explicitly agreed to marketing
• Can receive email campaigns
• Can be included in segments
• CAN-SPAM/GDPR compliant

Opted Out ❌

• Guest declined marketing
• Cannot receive campaigns
• Still receives transactional emails (booking confirmations, etc.)
• Must respect preference

How Guests Opt In

Guidebook Email Capture:

• Checkbox: "Yes, send me special offers and updates"
• Must be checked (not pre-checked)
• GDPR compliant

Campaign Unsubscribe Link:

• Every campaign email has unsubscribe link
• One-click unsubscribe
• Auto-updates opt-in status

Manual Toggle:

• Host can manually opt guest in/out
• Only if guest requested via phone/text
• Document consent!

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Data Privacy & Security

Your Responsibilities

As a host/property manager:

✅ You Must:

• Only email guests who opted in
• Include unsubscribe link in every campaign
• Honor opt-out requests immediately
• Secure guest data
• Delete data upon request (GDPR right to erasure)

❌ You Must Not:

• Email guests who opted out
• Share email lists with third parties
• Sell guest data
• Pre-check opt-in checkboxes
• Use guest data for non-rental purposes

GuestLoop's Protection

Security Measures:

• Encrypted database storage
• HTTPS for all connections
• Role-based access control
• Audit logs (who accessed what)
• Regular security audits

Compliance:

• GDPR compliant
• CAN-SPAM compliant
• SOC 2 Type II (coming soon)
• Data processing agreement available

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Guest Insights & Analytics

Key Metrics

Total Guests

• Total number of unique guests
• Trend over time

Opt-In Rate

• Percentage of guests who opted in
• Industry average: 40-60%
• Target: 70%+

Email Engagement

• Average open rate
• Average click rate
• Industry benchmark comparison

Repeat Guest Rate

• Percentage with 2+ stays
• Loyalty indicator
• Target: 30%+

Referral Participation

• Guests who made referrals
• Successful referral rate
• Reward redemption rate

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Common Use Cases

1. Build Your Email List

Scenario: You just started using GuestLoop.

Steps:

1. Import past bookings via CSV
2. Guests auto-added to database (opt-in = false)
3. Send re-engagement email asking for opt-in
4. Update opt-in status for responses
5. Run first campaign to opted-in guests

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2. Segment for Seasonal Campaign

Scenario: Running a summer promotion.

Steps:

1. Filter: "Past Guests" + "Opted In"
2. Further filter: Last stay in summer months
3. Export this segment
4. Create campaign targeting summer lovers
5. Send personalized offer

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3. Identify & Reward VIPs

Scenario: Thank your most loyal guests.

Steps:

1. Sort by "Total Stays" (highest first)
2. Select top 10-20 guests
3. Create exclusive VIP campaign
4. Send special discount or gift
5. Track engagement

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4. Win Back Inactive Guests

Scenario: Guests who haven't booked in 12+ months.

Steps:

1. Filter by "Last Stay Date" > 12 months ago
2. Exclude guests with future bookings
3. Create "We Miss You" campaign
4. Offer incentive (10-15% off)
5. Track conversion rate

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Troubleshooting

Problem: Guest Email Not Capturing

Possible Causes:

• Guest didn't complete email form
• Email validation failed (typo)
• Duplicate email already in system
• Browser blocked cookie

Solutions:

1. Test booking URL yourself
2. Check browser console for errors
3. Verify email format in database
4. Contact support if issue persists

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Problem: Duplicate Guests

Causes:

• Slightly different email addresses
• Name variations (John vs Jonathan)
• Multiple bookings

Solutions:

1. Merge duplicates manually (coming soon)
2. Delete one and update bookings
3. Use consistent import data

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Problem: Opt-In Status Not Updating

Causes:

• Cache issue
• Database sync delay
• Browser not refreshing

Solutions:

1. Hard refresh page (Ctrl+F5)
2. Wait 30 seconds and check again
3. Check in incognito mode
4. Contact support

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Best Practices

1. Keep Data Clean

Regularly:

• Remove invalid emails (bounces)
• Update guest information
• Merge duplicates
• Delete test data

2. Respect Opt-Out Preferences

Always:

• Honor unsubscribe requests immediately
• Don't re-add opted-out guests to campaigns
• Include unsubscribe link in every email
• Document consent when adding manually

3. Segment Intelligently

Think about:

• Guest's booking history
• Property preferences
• Seasonality
• Engagement level

4. Monitor Engagement

Track:

• Open rates (target: 20-30%)
• Click rates (target: 3-5%)
• Unsubscribe rate (keep under 0.5%)
• Bounce rate (keep under 2%)

5. Personalize Communication

Use:

• Guest's first name
• Property they stayed at
• Dates of their stay
• Personal touches

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What's Next?

After mastering the Guest Database:

1. ✅ Creating Email Campaigns - Send targeted emails
2. ✅ Audience Targeting & Filters - Advanced segmentation
3. ✅ Editing Guest Information - Manage individual records
4. ✅ Exporting Guest Data - Data portability

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Frequently Asked Questions

Q: How is a "guest" different from a "booking"?

A: A guest is a unique person (email address). A booking is a reservation. One guest can have multiple bookings.

Q: Can I delete a guest without deleting their bookings?

A: Yes, but bookings will become "orphaned" (no guest associated). Better to just opt them out instead of deleting.

Q: What happens if a guest uses different emails for different bookings?

A: They'll appear as separate guest records. You can manually merge them or keep separate for now (auto-merge coming soon).

Q: Can guests update their own information?

A: Not directly yet. They can unsubscribe from emails, but profile updates must be done by host. Self-service portal coming soon!

Q: How do I import guests without bookings?

A: Use the "Add Guest" button to manually add, or create a CSV with just guest info (no booking dates) and import.

Q: Is my guest data backed up?

A: Yes! GuestLoop performs daily backups. You can also export your data anytime for your own records.

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Need Help?

• Video Tutorial: Watch: Managing Your Guest Database
• Support: support@guestloop.com
• CSV Export: Use the Export button for data portability
• GDPR Requests: privacy@guestloop.com

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A well-maintained guest database = Targeted campaigns + Better relationships + More repeat bookings! 📊✨