Sirvoy’s Guest Relationship Tools help you track guests across multiple stays, remember their preferences, and build lasting relationships. With these tools, you can quickly identify returning guests, view their booking history, and access key details such as total spending and contact information.

Guests Page and Database

The Guests Page is a centralized list of past, current, and upcoming guests. You can sort and search for guests based on various criteria:

• Guest Name
• Number of Stays
• Most Recent Stay
• Business Name
• Country
• Guest Status
• Total Amount Paid (across all stays)

Searching for Guests on the Guests Page

The Guests Page includes a flexible search feature that allows full or partial matches across multiple fields. For example:

• Searching "Sirvoy" will return guests associated with Sirvoy, whether by name, company, or email domain.
• Searching "608" will display all guests with a phone number or email address that includes 608.

This powerful search function ensures you can quickly locate guest records, even with limited information.

Guest Profiles

Click on a guest’s name anywhere it appears in blue to open their Guest Profile. This serves as a permanent record of the guest and includes:

• Contact details (email, phone, address, etc.)
• A list of previous bookings
• Rooms from their latest booking
• A Profile note to record guest preferences for future reference

To edit guest details, click Edit inside the Guest Profile.

Identifying Guests

Sirvoy tracks guest identities based on email addresses and phone numbers, not names. This prevents mix-ups with common names (like John Smith). A single guest can have multiple email addresses and phone numbers linked to their profile.

When a new booking is made:

• If the booking includes at least one email address or phone number that matches an existing guest, it links to that guest—even if other contact information is different.
• If no match is found, a new guest profile is created.
• If the booking includes a phone number that matches one guest and an email address that matches another, the email address is used to identify the guest.
   

How Guest Profiles and Bookings Work Together

The guest’s previous stays are listed in any booking linked to their Guest Profile. To see additional details, open their Guest Profile by clicking Show more or the guest’s name.

Syncing Guest Details

By default, guest details in a booking automatically update the linked Guest Profile, ensuring the most recent information is stored. However, this sync can be disabled if needed.

To disable the automatic sync, edit the Guest Profiles settings:

1. Open the Guest Profile.
2. Click Edit.
3. Disable Sync with booking details.
4. Click Save to finalize.

Once disabled, any changes to guest details in a booking will not update the Guest Profile.

Guest Status

Guest Status are represented by small icons that provide insights about a guest at a glance. These icons appear alongside the guest throughout Sirvoy.

Guest Status includes:

• New – a first-time guest
• Returning – a guest who has stayed before
• Blocked - a guest flagged as troublesome

These status icons help staff quickly recognize repeat guests and tailor their service accordingly.

Blocking Troublesome Guests

To block a guest:

1. Open their Guest Profile.
2. Click Edit.
3. Enable Block this guest.
4. Click Save to finalize.

What Happens When Guests Are Blocked?

• Internal Bookings – Blocked guests cannot be booked manually by your team. An alert will appear when attempting to confirm the booking.
• Public Booking Engine – Blocked guests can proceed to the confirmation page but will see the message: “Unfortunately, we’re not able to accept this booking.”
• Booking Channels – Blocked guests can still book through platforms like Booking.com and Airbnb. If they do, you'll be alerted on the Dashboard and with a Blocked status.
• Blocked Guest Status – A blocked status will appear on the guests and their bookings to alert your team.
• Dashboard Alert – A card appears on the Dashboard if there are upcoming bookings from blocked guests.

To allow a blocked guest to book again, remove the block from their Guest Profile.

Custom Tags

Tags are customizable, color-coded labels that help you organize and quickly identify guests. They appear alongside the guest throughout Sirvoy.

You can use tags to highlight anything you want—like VIP, Family, Late checkout, or anything else that helps your team.

Key Features of Tags:

• You can create up to 10 different tags.
• You can assign multiple tags to the same guest.
• Tags are customizable, including the name and color.

Managing Tags:

• Go to the Guests Page and click the Tags button to create or edit tags.
• To assign or remove tags, open a Guest Profile and click Edit.

Guest Search for New Bookings

When creating a new booking, Pro accounts search through Guest Profiles. Selecting a guest from the results automatically fills their contact details into the new booking and links the booking to their profile.

Starter accounts search previous bookings, not Guest Profiles, when creating a new booking.

Guest Relationship Tools: Starter vs. Pro

While Pro accounts have full access to Guest Relationship Tools, Starter accounts have some limitations. 

What Starter Accounts Can Do

• See whether a guest is New or Returning on the Booking Details Page, Bookings Page, and Calendar.

What Only Pro Accounts Can Do

• Access the Guests Page.
• See a list of other bookings for a guest profile on the Booking Details Page.
• Open or edit Guest Profiles, link/unlink bookings, or see and edit Profile notes.
• Block problem guests by editing their Guest Profiles.

For full access to Guest Relationship Tools, consider upgrading to Pro.