Find and Manage Guest Profiles

Quick Setup

Most guests are found in under a minute using name, email, phone, or document number. Sensitive document fields stay masked unless you have privacy access.

This guide helps you find, review, update, delete, and export guest profiles created during check-in.

Go to: Main Menu → Guests

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Quick Reference

Task	Where to click	Result
Find a guest	Search bar	Matching profiles appear in the list
Filter recent guests	Filters → Activity → Recent (30 days) → Apply Filters	List shows recent guests only
Edit a profile	Edit (pencil icon)	Edit panel opens
Review full profile	Edit with privacy access	Full document values, including top-level document numbers, load in the edit panel
Review consent snapshots	Edit → Consent	Stored consent history appears as one card per consent, with legacy values merged
View consent count	Guest row consent indicator	Shows how many consent snapshots exist
Delete a profile	Delete (trash icon)	Confirmation modal opens
Mark a guest as VIP	Edit → VIP Guest	VIP status is saved
Export filtered guests	Export filtered	Exports the current search and filter results
Export selected guests	Export selected (N)	Exports only the checked guests across pages
Save changes	Save Changes	Profile updates; you may see a sync message

If You Use Opera

Opera can support guest name search without supporting every profile action. AVA checks each capability independently, then chooses the correct source for each Guest Management action.

Opera name searches can use the Opera guest directory. Listing, editing, and deleting can use AVA's fallback path when Opera does not provide those actions. You can still use Find, Edit, and Delete normally. You do not need to change or reconnect your Opera settings.

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Why Some Guest Details Look Hidden

Guest profiles mask sensitive document fields by default.

You may see:

• Document numbers shown as ***678
• Dates shown as ***REDACTED***
• Nested document data masked the same way

If you have guest privacy access, opening Edit reloads the full profile. The edit panel also keeps top-level document numbers when the PMS sends them. That access is logged in the audit trail.

Review Consent Snapshots

1. Find the guest row and click Edit.

2. Expand Consent near the top of the panel.

3. Review the stored consent snapshots and the latest status.

4. Close the panel when you are done.

   ✓ The consent history is display-only. ✓ Saving the guest profile does not change consent data.

The snapshot comes from the signed guest profile. It combines canonical and legacy consent fields into one display item per consent. You may see Promotional Mailing List, Allow Contact Phone, Allow Contact Email, and Marketing emails. The Marketing emails item only appears when no granular consent exists. It includes the saved terms, privacy, marketing, and Opera consent fields. Only the guest who signed shows this snapshot.

When consent is missing

If the Consent accordion does not appear, the guest may not have signed consent yet. Check the latest reservation or ask the guest to complete check-in again.

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Find a Guest Profile

1. Go to Main Menu → Guests.

2. Use the Search bar to enter a name, email, phone, or document number.

3. If needed, click Filters and set Nationality, Activity, or Sort by.

4. Click Apply Filters.

   ✓ The list updates with matching profiles.

Tip for faster results

Start with a phone number or email when names are similar.

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Filter and Sort Guests

1. Click Filters.

2. Choose one or more options:

   • Nationality (start typing to search, then select a result)
   • Activity → Recent (30 days)
   • Sort by: Last Check-in, Name, or Created Date
   • Order: Ascending or Descending

3. Click Apply Filters.

   ✓ The table refreshes with the new order.

   

To reset everything, click Clear all filters.

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Edit a Guest Profile

1. Find the guest row and click Edit.

   ✓ The Edit Guest Information panel opens.

If you have guest privacy access, the panel loads the full document values. If you do not, sensitive fields stay masked. Top-level document numbers stay visible when they are part of the profile data. If consent snapshots exist, the Consent accordion appears near the top. Open it to review the stored history. You cannot edit consent from this panel. The snapshot is read-only because it syncs from the signed check-in record.

2. Update the fields you need.

3. Click Save Changes.

   ✓ You see a success message.

If the latest reservation is updated too, you will see: "Guest profile updated and synced to last reservation".

What You Can Update

Section	What you can update	Notes
Personal Details	Name, birth date, gender, nationality, passport/document numbers	First Name and Last Name are required
Basic Information	Email, phone, VIP status, VIP description, occupation	Email must be valid
Travel Information	Departure/next destination, departure time	Use Same as current address checkboxes
Address Information	Address line, city, state, country, postal code	Optional fields
Administrative	Guest type, residency status, verification	Includes Permanent resident or work permit holder and Guest verified

If your property is in Thailand

• Occupation uses the Thailand occupation list.
• Nationality uses Thailand’s official nationality list.

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Export Guest Profiles

Quick Setup

Most exports finish in a few minutes. Stay-date exports run in the background, and AVA polls for completion.

Use this when you need a CSV export for current filters, checked guests, a stay-date range, or a privacy request.

Export type	What it does	Where you start
Export filtered	Exports every guest in the current result set	Main Menu → Guests
Export selected	Exports only the checked guests	Main Menu → Guests
Export stay date range	Exports unique guests whose stays overlap the selected dates	Filters → Stayed from / Stayed until

1. Go to Main Menu → Guests.

2. Search or filter the guest list.

3. Choose one export action:

   • Click Export filtered to export every matching guest.
   • Select guest checkboxes across pages, then click Export selected (N).
   • Set Stayed from and Stayed until, then click Export filtered.

4. Review the export message or error.

5. Wait for the CSV to download, or open the completed file when it appears.

   ✓ Filtered exports include every match in the current result set. ✓ Selected exports include only the checked guests. ✓ Stay-date exports include unique guests whose reservations overlap the selected range. ✓ Stay-date exports exclude cancelled and no-show reservations. ✓ Stay-date CSV files include each stay's start and end dates. ✓ Selection stays on while you page through the same results. ✓ Changing the search or filters clears the selection.

Export size limit

Filtered and selected exports stop at 10,000 guests. Stay-date exports also stop at 10,000 guests. Narrow the search or remove some selected guests if you hit the limit.

Stay-date range limit

Stay-date exports require both dates. The range can cover up to 366 days.

Handle exports carefully

Only share guest exports with approved recipients.

Export Guests by Stay Dates

1. Go to Main Menu → Guests.

2. Click Filters.

3. Set Stayed from and Stayed until.

4. Click Apply Filters.

   ✓ The list does not change. ✓ AVA saves the dates for export only.

5. Click Export filtered.

6. Wait for the job to finish.

   ✓ AVA exports unique guests whose reservations overlap the selected range. ✓ AVA downloads the CSV when the job completes.

What counts in the range

AVA includes guests whose reservation overlaps the selected dates. It ignores cancelled and no-show reservations.

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Delete a Guest Profile

1. Find the guest row and click Delete (trash icon).

2. Review the confirmation message.

3. Click Delete to confirm.

   ✓ The guest profile is removed and the list refreshes.

Deleting is permanent

You cannot undo this action. The Delete button only appears for users with delete permission.

Active stay check

You cannot delete a guest who is currently checked in. End the stay first, then retry.

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Mark a Guest as VIP

1. Find the guest and click Edit.

2. In Basic Information, enable VIP Guest.

3. Enter a short VIP Description.

4. Click Save Changes.

   ✓ You see a success message.

Use VIP status sparingly

Only apply VIP when approved by management.

Opera VIP values

If your property uses Opera, AVA preserves existing VIP Guest and VIP Description values during later guest-profile syncs. You do not need to re-enter these values after each sync.

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Review Recent Guest Activity

1. Go to Main Menu → Guests.

2. Review the Recent Guests card at the top.

3. In the table, check the Activity column for check-in dates.

4. Click Filters → Activity → Recent (30 days).

5. Click Apply Filters.

   ✓ The list shows guests with recent activity.

Need full check-in history?

Use Command Center for complete reservation records.

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Troubleshooting

Guest Management shows a PMS support error

What you see: "Query guest profiles is not supported by this PMS vendor."

Fix:

1. Refresh the Guests page.

2. Sign out, then sign in again if the page still fails.

3. Check Settings → Essentials → PMS Integration.

4. Confirm Opera shows as connected. Do not reconnect it for this error alone.

5. Contact support if Guest Management still does not load.

   ✓ Guest Management should load after the refresh.

No guests found

What you see: "No guests found" or "No guests match your current filters."

Fix:

1. Click Clear all filters.
2. Remove any search text.
3. Try again after a guest completes check-in.

Update failed with "cannot update these fields"

What you see: A red error message with "cannot update these fields".

Fix:

1. Update those fields in your PMS.
2. Wait for the next sync.
3. Try saving again.

Validation errors

What you see: Red text under Email, Phone Number, or name fields.

Fix:

• Use a valid email format.
• Use an international phone format.
• Fill in First Name and Last Name.

Check-in date shows "Never"

What you see: The Activity column shows "Never".

Fix:

1. Confirm the guest has completed check-in.
2. Refresh the page.
3. Check Command Center for the reservation.

Recent guests count is zero

What you see: The Recent Guests card shows 0.

Fix:

1. Confirm there were check-ins in the last 30 days.
2. Clear filters and refresh.
3. Try again later if check-ins are still processing.

Stay history loads slowly

What you see: Guest stay history takes a long time to open, or it times out for a large property.

Fix:

1. Ask your AVA administrator to create the guest stays index in every environment.

2. Refresh the guest profile.

3. Open Edit again.

   ✓ Stay history should load faster after the index is in place.

Delete button missing

What you see: No Delete (trash icon) in the Actions column.

Fix:

1. Confirm your role includes guest delete permission.
2. Refresh the page after permission updates.

Delete blocked by active stay

What you see: "Guest is currently checked in." or a delete error message.

Fix:

1. Check the guest's current stay in Command Center.
2. Complete the check-out.
3. Retry the deletion.

Sensitive fields stay masked

What you see: Document numbers still show ***678 after you open Edit.

Fix:

1. Confirm you have guest privacy access.
2. Ask a manager to review your role.
3. Reopen the profile after the permission change.

Export request is unavailable

What you see: You cannot start a guest data export for a privacy request.

Fix:

1. Ask an authorized admin to handle the DSAR export.
2. Confirm the guest record you need is correct.
3. Use your hotel's secure delivery process for the finished file.

Export exceeds the limit

What you see: The export fails with a localized message about too many guests or too many selected rows.

Fix:

1. Remove some filters or narrow the search.
2. Deselect guests until the count is below 10,000.
3. Run the export again.

Stay dates are required

What you see: AVA asks you to select both stay dates before exporting.

Fix:

1. Open Filters.
2. Set both Stayed from and Stayed until.
3. Click Apply Filters.
4. Try the export again.

Export stays queued or processing

What you see: The export button shows Exporting... or the file has not downloaded yet.

Fix:

1. Wait for the current job to finish.
2. Keep the Guests page open.
3. Refresh once if the status looks stale.
4. Try again after the job completes.

Export is too large

What you see: AVA rejects the stay-date export because the range is too large.

Fix:

1. Shorten the stay-date range.
2. Narrow the guest search if needed.
3. Try the export again.

Delete failed with "Guest ID is missing"

What you see: "Guest ID is missing. Please refresh and try again."

Fix:

1. Refresh the page.
2. Retry the delete action.
3. Contact support if the issue persists.

Consent accordion is missing

What you see: The Consent accordion does not appear in Edit.

Fix:

1. Confirm the guest signed consent during check-in.
2. Open the latest reservation in Command Center.
3. Refresh the guest profile and reopen Edit.

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Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Guests will not load
• ❌ Updates fail after trying the fixes above
• ❌ The sync message appears but data does not update

Helpful to include:

• Guest name and document number (if available)
• Time of the update attempt
• Screenshot of the error message

Related Guides

• Audit Trail
• Command Center
• Reservation Notes