Editing Guest Information

🌱Growth5 minutes

Editing Guest Information

Tier: Growth 🌱 | Business 💼
Time: 2-5 minutes per guest
Prerequisites: Guests in your database

Overview

Managing accurate guest information is crucial for successful email campaigns, SMS messaging, and building strong relationships with your guests. This guide covers how to view, edit, and maintain guest profiles in your CRM database.

Guest Database

Accessing Guest Profiles

Method 1: From Guests Page

  1. Click "Guests" in the left sidebar
  2. Find the guest in the table
  3. Click on the guest's name
  4. Guest profile modal opens

Method 2: From Bookings Page

  1. Click "Bookings" in the left sidebar
  2. Find the booking
  3. Click the guest name in the booking row
  4. Guest profile opens

Method 3: Search

  1. Use search bar at top of Guests page
  2. Type name, email, or phone
  3. Click on guest in results
  4. Profile opens

Guest Profile Overview

When you open a guest profile, you'll see:

Header Section

Guest Name (large heading) Status Badge:

  • 🟢 Active - Has upcoming bookings
  • 🔵 Past Guest - No upcoming stays
  • 🌟 VIP - Multiple stays

Quick Actions:

  • Edit Profile
  • Send Email
  • Send SMS
  • Delete Guest

Contact Information

Email Address:

  • Primary email
  • Used for campaigns
  • Validates on update

Phone Number:

  • International format
  • Used for SMS
  • Click to copy

Marketing Opt-In:

  • Toggle switch
  • ON = Can receive campaigns
  • OFF = Transactional only

Booking History

Total Stays: Count of completed bookings

Lifetime Value: Total revenue (if tracked)

Properties Stayed:

  • List of properties
  • Click to view property details

Booking List:

  • Check-in/Check-out dates
  • Property name
  • Booking status
  • Number of nights

Communication History

Emails Sent:

  • Campaign names
  • Send dates
  • Open status
  • Click-through

Email Open Rate:

  • % of emails opened
  • Engagement metric

SMS Sent:

  • Message count
  • Last SMS date
  • Delivery status

Last Contacted:

  • Most recent communication
  • Type (email/SMS)
  • Date and time

Referral Information (Starter+)

Referrals Made:

  • Number of successful referrals
  • Names of referred guests
  • Reward status

Referral Code:

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

Rewards Earned:

  • Discount codes
  • Cash back
  • Redemption status

Inline Editing (Quick Method)

Editable Fields in Table

From the main Guests page, click directly on these fields to edit:

Name:

  1. Click on name in table
  2. Type new name
  3. Press Enter to save

Email:

  1. Click on email address
  2. Update email
  3. Press Enter
  4. Validates format automatically

Phone:

  1. Click on phone number
  2. Update number
  3. Press Enter
  4. Auto-formats to international

Marketing Opt-In:

  1. Click toggle switch
  2. Switches immediately
  3. Auto-saves

Why Use Inline Editing?

✅ Fast - Edit without opening modal
✅ Efficient - Update multiple guests quickly
✅ Visual - See changes immediately
✅ Bulk-friendly - Edit several guests in a row

Full Edit Modal (Detailed Method)

When to Use Full Edit

Use the full edit modal when you need to:

  • Update multiple fields at once
  • Add notes or tags
  • Review full booking history
  • See communication timeline

How to Open Full Edit

  1. Click guest name (opens profile)
  2. Click "Edit Profile" button
  3. Edit modal opens

OR

  1. From Guests table
  2. Click "..." menu (3 dots)
  3. Select "Edit"

Editable Fields in Modal

Personal Information:

First Name:

Example: Sarah

Last Name:

Example: Johnson

Full Email:

Example: sarah.johnson@example.com
  • Must be valid format
  • Unique per guest
  • Required field

Phone Number:

Example: +16145551234
  • International format (include country code)
  • Used for SMS campaigns
  • Optional but recommended

Preferences:

Marketing Opt-In:

  • Checkbox
  • ✅ = Can receive marketing emails
  • ❌ = Transactional only

Preferred Language:

Select: English, Spanish, French, etc.
  • Used for translated guidebooks (Starter+)

Communication Preference:

Select: Email, SMS, Both
  • How they prefer to be contacted

Custom Fields (Pro):

Tags:

Example: VIP, High-Value, Repeat Guest, Problem Guest
  • Add multiple tags
  • Use for segmentation
  • Create custom tags

Notes:

Example: "Requested early check-in last time"
"Allergic to feather pillows"
"Loves the pool - mention it in welcome email"
  • Internal notes only
  • Guest doesn't see these
  • Helpful for personalization

Guest Preferences:

Example: "Vegetarian, prefers ground floor, traveling with dog"
  • Track special needs
  • Improve future stays

Saving Changes

To save:

  1. Click "Save Changes" button
  2. Or press Ctrl+Enter (keyboard shortcut)
  3. Changes save to database
  4. Modal closes
  5. Table updates instantly

To cancel:

  1. Click "Cancel" button
  2. Or press Esc key
  3. Changes discarded
  4. Modal closes

Bulk Editing

Editing Multiple Guests at Once

Use Cases:

  • Update opt-in status for multiple guests
  • Add tags to a segment
  • Change communication preferences
  • Mark guests as VIP

How to Bulk Edit

  1. Go to Guests page
  2. Select guests using checkboxes
  3. Click "Bulk Edit" button (appears after selection)
  4. Bulk edit modal opens
  5. Choose fields to update:
    • Marketing opt-in
    • Tags
    • Communication preference
    • Notes
  6. Apply changes - Updates all selected guests

Bulk Edit Best Practices

✅ Use filters first - Narrow down to relevant guests
✅ Preview selection - Verify you selected the right guests
✅ Test with small batch - Try 5 guests before doing 500
✅ Document changes - Note what you changed and why
✅ Can't undo - Double-check before applying

Common Editing Scenarios

Scenario 1: Guest Provided New Email

Situation: Guest emails saying they have a new email address.

Steps:

  1. Find guest in Guests page (search old email)
  2. Click on email field (inline edit)
  3. Update to new email address
  4. Press Enter to save
  5. Verify update in table
  6. Reply to guest: "Updated! You're all set."

Scenario 2: Incorrect Phone Number

Situation: SMS failed to deliver. Guest has different number.

Steps:

  1. Go to Bookings page
  2. Find failed SMS booking
  3. Click guest name
  4. In profile, click Edit
  5. Update phone number (include +1 country code)
  6. Save changes
  7. Resend SMS from Bookings page

Scenario 3: Guest Wants to Opt Out of Marketing

Situation: Guest emails asking to stop promotional emails.

Steps:

  1. Find guest in Guests page
  2. Click marketing opt-in toggle (turns it OFF)
  3. Auto-saves
  4. Guest now only receives transactional emails
  5. Reply: "You're removed from marketing emails. You'll still get booking confirmations."

Scenario 4: Mark VIP Guests for Special Treatment

Situation: Want to identify repeat guests who book frequently.

Steps:

  1. Go to Guests page
  2. Sort by "Total Stays" (highest first)
  3. Select top 10-20 guests (checkboxes)
  4. Click "Bulk Edit"
  5. Add tag: "VIP"
  6. Save
  7. Create email campaign filtering by "VIP" tag
  8. Send exclusive offer

Scenario 5: Merge Duplicate Guest Records

Situation: Same person has 2 records (different emails or typo in name).

Current Solution:

  1. Identify duplicate (search for similar names)
  2. Choose which record to keep (most complete one)
  3. Manually copy any unique data from duplicate to main record
  4. Delete the duplicate record
  5. Update any orphaned bookings to point to correct guest

Coming Soon: Automatic duplicate detection and one-click merge!

Data Validation

Automatic Validation

GuestLoop automatically validates:

Email Format:

  • ✅ sarah@example.com
  • ❌ sarah@example (missing .com)
  • ❌ sarah.example.com (missing @)

Phone Format:

  • ✅ +16145551234 (international format)
  • ⚠️ 6145551234 (adds +1 automatically)
  • ❌ 614-555-1234 (removes formatting)

Unique Email:

  • Each email can only exist once
  • Prevents true duplicates
  • Shows error if email already exists

Manual Verification

You should verify:

Name Spelling:

  • Check for typos
  • Correct capitalization
  • Remove extra spaces

Phone Number Country Code:

  • +1 for USA/Canada
  • +44 for UK
  • +61 for Australia
  • etc.

Email Validity:

  • Not a typo
  • Actually belongs to guest
  • Not a temporary email

Data Privacy & Security

What You Can Edit

✅ You have access to:

  • Name
  • Email
  • Phone
  • Opt-in status
  • Tags
  • Notes
  • Preferences

❌ You cannot change:

  • Guest ID (system-generated)
  • Created date
  • Booking history (read-only)
  • System metadata

Guest Privacy Rights (GDPR)

Guests can request:

Access Their Data:

  • Export guest profile
  • See what you store
  • Review communication history

Correct Inaccurate Data:

  • Update their information
  • Fix typos or errors
  • Update preferences

Delete Their Data (Right to be Forgotten):

  • Completely remove from database
  • Anonymize booking history
  • Delete communication records

How to Handle Requests:

  1. Guest emails privacy request
  2. Verify identity
  3. Export data OR
  4. Update data OR
  5. Delete guest profile
  6. Respond within 30 days (GDPR requirement)

Best Practices

Keep Data Fresh

Monthly:

  • Review bounce rate (invalid emails)
  • Update any changed contact info
  • Remove unengaged guests

After Each Booking:

  • Verify guest information is correct
  • Add any special notes
  • Update preferences if mentioned

Quarterly:

  • Export full database (backup)
  • Clean up duplicates
  • Review data quality

Use Notes Effectively

Good notes:

✅ "Requested quiet room last time"
✅ "Traveling with 2 small children"
✅ "Vegan - loved the local veg restaurant rec"
✅ "Mentioned it's their anniversary"

Bad notes:

❌ "Pain in the neck guest"
❌ "Complained about everything"
❌ Personal opinions or judgments

Why: Notes are internal but could be subject to legal discovery. Keep professional.

Segment Your Guests

Create meaningful tags:

  • By behavior: VIP, Repeat, First-Time, Problem
  • By preference: Pool-Lover, Beach-Goer, Foodie, Remote-Worker
  • By value: High-Value, Medium-Value, Low-Value
  • By communication: Email-Only, SMS-Only, Prefers-Call

Use for:

  • Targeted campaigns
  • Personalized offers
  • Better service
  • Smart automation

Troubleshooting

Problem: Can't Edit Guest

Possible Causes:

  • Guest is system-protected
  • You don't have edit permissions (team member role)
  • Browser cache issue

Solutions:

  1. Refresh page (Ctrl+F5)
  2. Check your team role permissions
  3. Try different browser
  4. Contact support

Problem: Changes Not Saving

Causes:

  • Network connection lost
  • Browser issue
  • Database sync delay

Solutions:

  1. Check internet connection
  2. Wait 10 seconds and refresh
  3. Re-enter changes
  4. Try inline edit instead of modal
  5. Clear browser cache

Problem: Duplicate Guest Created

Cause:

  • Slightly different email (typo)
  • Different booking platform
  • Name variation

Solution:

  1. Manually merge (see Scenario 5 above)
  2. Keep better record
  3. Delete duplicate
  4. Update bookings to correct guest

What's Next?

After mastering guest editing:

  1. ✅ Guest Database Overview - CRM fundamentals
  2. ✅ Guest Segmentation - Advanced filtering
  3. ✅ Exporting Guest Data - Data portability
  4. ✅ Creating Campaigns - Email marketing

Frequently Asked Questions

Q: Can guests edit their own information?

A: Not yet. They can unsubscribe from emails. Self-service portal coming soon!

Q: What happens if I edit a guest who has scheduled campaigns?

A: Changes apply to future campaigns. Past campaigns are unchanged.

Q: Can I undo edits?

A: No undo feature yet. Be careful when editing. Coming soon!

Q: How do I export a single guest's data?

A: Open guest profile → Click "..." menu → "Export Guest Data" → Downloads JSON.

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

A: Yes, but bookings become "orphaned" (no guest attached). Better to keep guest record and just opt them out.

Q: What's the difference between "delete" and "opt-out"?

A: Opt-out = Keep record but don't send marketing. Delete = Completely remove (can't undo).

Need Help?

Accurate guest data = Better targeting + Higher engagement + More repeat bookings! 📊✨

Need More Help?

Can't find what you're looking for? Our support team is here to help!

Contact Support →

More Guides

Editing Guest Information | GuestLoop Help Center