CRM - Individuals

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

You can add a new profile here by clicking +Add.

To edit a record, simply click on the name. 

All fields can be amended, ensuring you 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.

There are six different tabs within a profile.

Details - This is where you would add the guests name and other details such as car reg if required. 

Preferences - This is where you can add room type preference, any dietary requirements and allergies. You can also tick the box/es for the guest to receive brand/third party offers if they have opted into these.

Contact - You would add in address, email and contact numbers here.

Notes - Anything you add here will be shown on the Individuals details within a reservation.

Correspondence - You will see a list of all emails that have been sent from HOP to this person. For any email has been successfully sent, you will see the time and date that this happened 

Stays - Any stays for this guest will be recorded here.

Merging Profiles

Each reservation made 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.