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 all past and current guests. You can sort and search for guests based on various criteria:

  • Guest Name
  • Number of Stays
  • Most Recent Stay
  • Company
  • 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 their company name, email domain, or any other field.
  • Searching “608” will display all guests with a phone number, email address, or street 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, Sirvoy automatically links it to an existing guest based on the email address or phone number. If no match is found, a new Guest Profile is created.

If a booking has a phone number that matches one guest and an email that matches another, Sirvoy will use the email address to identify the guest.

How Guest Profiles and Bookings Work Together

Inside a booking linked to a Guest Profile, the guest’s previous stays will be listed. To see additional details, open their Guest Profile by clicking on 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 on the Guests Page, Bookings Page, inside a booking, and in the Quick View on the calendar.

Guest Status includes:

    • New – a first-time guest
    • Returning – a guest who has stayed before
    • Blocked – a guest flagged as troublesome
    • More status options will be added to the beta soon.

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 Status Labels

Coming soon

New Booking Process for Returning Guests

Coming soon

Guest Relationship Tools: Starter vs. Pro

We want your feedback! During the beta, some Pro-only features will be available to Starter accounts. Once the beta ends, these features will be exclusive to 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.

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