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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

Guest Management interface showing the guest profiles list with search and filter options

Quick Reference​

TaskWhere to clickResult
Find a guestSearch barMatching profiles appear in the list
Filter recent guestsFilters → Activity → Recent (30 days) → Apply FiltersList shows recent guests only
Edit a profileEdit (pencil icon)Edit panel opens
Review full profileEdit with privacy accessFull document values, including top-level document numbers, load in the edit panel
Delete a profileDelete (trash icon)Confirmation modal opens
Mark a guest as VIPEdit → VIP GuestVIP status is saved
Save changesSave ChangesProfile updates; you may see a sync message

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.

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.

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.

    Guest Filters Panel

To reset everything, click Clear all filters.

Edit a Guest Profile​

  1. Find the guest row and click Edit.

    ✓ The Edit Guest Information panel opens.

Edit Guest Information panel showing personal details, basic information, and travel information sections

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.

  1. Update the fields you need.

  2. 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​

SectionWhat you can updateNotes
Personal DetailsName, birth date, gender, nationality, passport/document numbersFirst Name and Last Name are required
Basic InformationEmail, phone, VIP status, VIP description, occupationEmail must be valid
Travel InformationDeparture/next destination, departure timeUse Same as current address checkboxes
Address InformationAddress line, city, state, country, postal codeOptional fields
AdministrativeGuest type, residency status, verificationIncludes 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.

Export Guest Data for Privacy Requests​

Use the DSAR export workflow for approved access or portability requests.

  1. Ask an authorized admin to run the guest export for the requested profile.

  2. Review the export before sending it to the guest.

  3. Share the file through your hotel's approved secure delivery channel.

    ✓ The export contains the full guest profile and related document data.

Handle exports carefully

Only share guest exports with approved recipients.

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.

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.

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.

Troubleshooting​

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.

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.

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.

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