Guest Profiles overview in Cloudbeds CRM

• The Guest Profile section in Cloudbeds CRM provides a detailed view of guests' information, including their contact details, stay history, email engagement, and subscription status.
• This powerful tool helps you manage guest data and interactions more effectively, giving you rich insights into each guest’s relationship with your hotel or group of properties.
• Using the Guest Profile section in Cloudbeds CRM gives you access to rich, detailed data that helps you better understand and engage with your guests.
• This tool offers everything you need to deliver personalized guest experiences and drive long-term loyalty, from managing contact details to tracking loyalty and email engagement.

Guest Overview

Access: Guests&Segments -> Guests

The Guest Overview section displays the guest's vital contact information and their current subscription status. This lets you quickly see how engaged the guest is with your marketing communications. Refer to the Subscription Status section for more details on managing subscription statuses or unsubscribing a guest.

Guest Lifetime Value

This area highlights the total value a guest brings to your business. You’ll see metrics such as:

• Total Stays: The total number of stays across all properties within your account.
• Total Nights Stayed: The cumulative nights spent at your hotels.
• Total Spend: The total amount the guest has spent during their stay.
• Last Stay Details: Information about the guest's most recent stay (excluding canceled bookings).

Deleting a Profile

If you need to remove a guest’s profile from the system, simply click the delete icon in the top right of the guest profile. You will be prompted to confirm the deletion by clicking the Delete button.

Then Press Delete to permanently delete the contact. Note that you may also need to remove the customer from your PMS.

Profile Details: Explore Deeper Insights

Within the guest profile, you will find three tabs, each providing unique insights into the guest’s interactions with your hotel:

• Profile: Displays the guest’s contact information, loyalty status, subscription status, and any assigned badges.
• Stays: A complete history of the guest’s past stays and any future bookings is offered.
• Engagement: Tracks the history of all emails sent to the guest and their engagement with those emails.

1. Guest Profile Tab: Detailed Guest Information

When the Profile tab is selected, you can access in-depth information about the guest and options to edit their contact details and other personal data.

Personal Information

This section includes the guest’s name, preferred language, address, and any associated company information.

Status Information

• Email: View or change the guest’s email address directly from this section. For more information on handling emails, refer to the Email section.
  If you need to update a guest's e-mail address, you can either do so directly in Cloudbeds PMS (which will then update Cloudbeds CRM after a brief period) or by clicking on a pencil next to the e-mail address here. 
• Subscription Status: Update the guest’s subscription status here. For more details on managing this, see the Subscription Status section.
  A guest may unsubscribe from a mailer themselves by clicking on the "Unsubscribe" link provided at the bottom of any e-mail. However, if they request that you do it on their behalf, you can do it by clicking on a pencil next to the Subscription Status.
• Badges: Assign badges that highlight specific interests or characteristics of the guest. This helps enrich their profile and personalize their experience. More information on badges can be found in the Badges section.
  Badges represent a great way to enrich a profile by adding relevant interests of a guest, e.g., Spa, Family, and Wine. Once added, you can use Badges as an additional way to segment your guests and send highly tailored emails to them.

Contact Lists

Here, you’ll see all the lists the guest is subscribed to, which often include the hotels they’ve booked with previously. This allows for easy segmentation in marketing campaigns.

Booking Notes

If any notes were added to the guest’s booking record, they will be displayed in this section. These notes provide valuable context about the guest’s preferences and past experiences.

Loyalty

The Loyalty section shows vital metrics related to the guest’s loyalty to your hotel or group, including:

• Total Spend: The total revenue generated from this guest.
• Total Stays: The number of times the guest has stayed with you.
• Cancellations: The number of times the guest has canceled a booking.

Next Stay

This section displays a reservation summary if the guest has an upcoming stay. For more detailed information about the guest's future stay, visit the Stays tab.

2. Guest Profile - Stays

Here, you will find a complete log of a guest's past and future stays at your group of properties.

Next Stay

If a guest has a future stay, you will see a detailed breakdown of the check-in/check-out dates, room types, booking reference, rate, rate code, booking channel, and booked date here.
The lead time is the number of days between the booking and check-in dates.

All Stays

Here is a table of all guest bookings, which you can sort by clicking on the relevant table header.

3. Guest Profile - Engagement

When the Engagement tab of a guest profile is selected, you will find a list of all previous mailers sent to this particular guest, including how they have engaged with the e-mail (Sent, Opened, Clicked).

Subscription Statuses

A Guest Profile can have one of the following subscription statuses:

• Double Opt-In - this means the guest has signed up to your list from a form and then accepted a confirmation e-mail
• Explicit Consent - this means the guest signed up to your list from a form
• Implicit Consent - this means the guest is implicitly signed up, e.g., after making a booking
• Unsubscribed - this means the guest has unsubscribed from your list. At this stage, only the guests themselves can sign up again