CRM - Individuals

This is where you administer all of your individual contacts. You can use the search bar to find guests by name/address/email or search by stay date.

To edit a record, simply click on the name. All fields can be amended, just remember to click “Save” before leaving the page. To delete an Individual profile, click on the red trash can icon to the right of the entry you want to delete.

Every booking with a new guest identity will create an entry in the CRM. When a guest who has stayed with you before creates a new reservation, they will be matched to their previous record in CRM. Some instances will lead to guests having more than one CRM entry (e.g. OTA bookings can create double entries if the email address for the guest is different than the one logged). To avoid confusion, and keep your database tidy, you can now merge duplicate profiles. To do so, click the “down” arrow next to the booker's surname and select “Merge Profile”. A pop-up with a search box will open, type the first letters of the name you want to merge the current entry with and select it once it appears. Tick the “Overwrite details” box and then click “Merge”. Please be aware that merging guests cannot be undone.

To view/edit a record, simply click on the name. All fields can be amended, just remember to click “Save” before leaving the page. To delete an Individual profile, click on the red trash can icon to the right of the entry you want to delete. This release also introduces the “Correspondence” tab. This is where you will find a log of all Emails sent via hop (confirmation, pre-stay, post stay).