1. Cloudbeds
  2. Configuration Hub
  3. Property Configuration
  4. Guests and Registration Cards

Guest Profile Overview

Gabriela Garcia
Updated
Purpose Use the Guest Profile Drawer to review guest information, reservations, notes, and insights, and to manually merge or unmerge duplicate guest profiles when needed.
Best for Front desk staff, managers/GM, and admins who review or maintain guest profiles.
Use this when You need to review a guest's consolidated profile, update profile details, view reservations or notes, or intentionally combine duplicate guest profiles.
Requirements Guest Merge permission to merge or unmerge profiles. Appropriate PII permissions are also required to reveal sensitive guest information.
Expected result You can navigate the Guest Profile Drawer and, when needed, consolidate duplicate profiles into one profile while choosing which guest details to keep and retaining the ability to unmerge eligible profiles.
Limitations Some profiles cannot be merged. Exact duplicate profiles may also be ineligible for unmerge because automatic deduplication would merge them again.

Introduction

Guest Profiles in Cloudbeds PMS bring guest information, reservations, notes, and profile activity into one place. Use the Guest Profile Drawer to review a guest's history quickly, then expand it when you need more detail or need to take an action on the profile.

Duplicate guest records can be handled in two different ways. Cloudbeds can automatically deduplicate matching profiles, while authorized staff can manually merge selected profiles and choose which guest details to keep. Eligible manual merges can also be reversed with Unmerge.

 If you manage multiple properties, guest profiles display aggregated data across the properties in your Organization. For a single property, the data shown is specific to that property.

Table of contents

Who this affects and how

Guest Profiles support different day-to-day and administrative tasks. Use the role guidance below to identify the parts of this article that matter most to you.

Role What to know
Front Desk Use the Guest Profile Drawer to review guest history, details, reservations, and notes. If your role has the required permission, you can also manually merge duplicate guest profiles.
Manager / GM Review consolidated guest history and use manual merge when duplicate records need staff-controlled cleanup. Before saving a merge, review the selected guest details and any warning about active reservations.
Admin Control who can merge and unmerge profiles through the Guest Merge permission. Existing PII permissions continue to control whether sensitive guest information can be revealed.

Access a guest profile

Start from the Profiles page when you need to find a guest and open their profile.

  1. Open the Main Menu Main menu icon
  2. Click Profiles
  3. Search for a guest or select a guest from the Profiles list.

The Profiles list search helps you locate the guest record you want to open:

Profiles page search showing guest profile results available to open

Select the guest to open the Guest Profile Drawer.

Guest Profile Drawer overview

The collapsed Guest Profile Drawer gives you a quick view of the guest before you expand the full profile. Use the numbered reference below to identify the main areas:

  1. Review the guest's reservation count and any profile labels, such as VIP status, shown below the guest name.
  2. Click View guest profile to open the guest profile in its dedicated view when needed.
  3. Review Total revenue and Total nights. Click View insights to open more detail.
  4. Review the guest's available contact information. Click View details to see more profile information.
  5. Review the guest's latest note summary. Use the available View action to see more notes.
  6. Review the guest's next or most relevant reservation summary. Use the available View action to see more reservation information.
  7. Use the expand control to open the full Guest Profile Drawer.

The numbered areas in the collapsed drawer match the list above:

Collapsed Guest Profile Drawer with numbered references for reservation count and labels, View guest profile, guest insights, contact details, notes, reservation summary, and the expand control

Expanded guest profile

Expand the Guest Profile Drawer to access the full profile. The expanded profile is organized into Insights, Details, Reservations, and Notes tabs.

Expand the sections below to review what is available in each tab of the Guest Profile Drawer.

Insights

The Insights tab summarizes the guest's stay history and profile activity. Use the numbered reference below to identify its main areas:

  1. Total revenue: Total revenue associated with the guest profile.
  2. Total reservations: Total reservations associated with the guest profile.
  3. Total nights: Total nights associated with the guest profile.
  4. Recent sources: Recent reservation sources associated with the guest.
  5. Merged profiles: Profiles manually merged into the current guest profile. Authorized users can also start a manual merge from this area.

The numbered areas in Insights match the list above:

Guest Profile Insights tab with numbered references for total revenue, total reservations, total nights, recent sources, and the Merged profiles section with the Merge profiles action

Details

The Details tab contains the guest's profile information. Use the numbered reference below to identify the main actions:

  1. Review the guest's available profile details, such as name, email, country, address, and other available information.
  2. Click View all when more profile information is available.
  3. Use the edit control to update guest details when your role allows it.

The numbered areas in Details match the list above:

Guest Profile Details tab with numbered references for guest information, View all, and the edit control

Reservations

The Reservations tab lists reservations associated with the guest profile. Use the numbered reference below to identify the main columns and actions:

  1. Summary: Review the stay dates and reservation number.
  2. Property: Review the property associated with the reservation.
  3. Total: Review the total for each reservation.
  4. Click Add Reservation to create a new reservation for the guest.
  5. Open the three-dot menu for additional reservation actions when available.

The numbered areas in Reservations match the list above:

Guest Profile Reservations tab with numbered references for Summary, Property, Total, Add Reservation, and the three-dot menu

Notes

The Notes tab displays notes associated with the guest profile. Use the numbered reference below to identify the main areas:

  1. Review guest notes, including the user who added each note and the note date.
  2. Use the notes filter to switch between available note views, such as active or archived notes.
  3. Click Add note to create a new guest note.

The numbered areas in Notes match the list above:

Guest Profile Notes tab with numbered references for guest notes, the notes filter, and Add note

Before you merge profiles

Use manual merge when separate guest profiles represent the same guest, and you want to intentionally consolidate them into one profile. Manual merge is separate from Cloudbeds' automatic guest-profile deduplication process.

  • Your role must have the Guest Merge permission to see and use the Merge and Unmerge actions.
  • Existing PII permissions continue to apply. Sensitive personal information remains masked until a permitted user reveals it.
  • Review the profiles carefully before confirming the merge. The Guest details step lets you choose which values the merged profile keeps.

For more information about reviewing and assigning user permissions, see Role privileges.

The Guest Merge permission is available in the role settings under Sensitive and Personally Identifiable Information (PII):

Role settings showing the Guest Merge permission under Sensitive and Personally Identifiable Information

Merge duplicate guest profiles

Manual merge uses a three-step flow: Search & select, Guest details, and Confirm. Start from the guest profile that you want to keep as the main profile.

Step 1: Search and select profiles

  1. Open the Main Menu Main menu icon
  2. Click Profiles Profiles icon
  3. Search for and open the guest profile that you want to keep as the main profile.
  4. Expand the Guest Profile Drawer.
  5. Open the Insights tab.
  6. In the Merged profiles section, click Merge profiles.

Guest Profile Insights tab with numbered references for opening Insights and selecting Merge profiles from the Merged profiles section

  1. Search for the duplicate guest profile or profiles you want to combine.
  2. Select the appropriate profile or profiles, then click Next.

Review the candidate profiles carefully before selecting them. The search results provide profile information that helps you confirm which records belong to the same guest.

Merge profile Search and select step with numbered references for the profile search field and selected candidate profile, plus the Next action

If guest-profile tags are available for your Organization and your role has permission to view them, tags are also shown with candidate profiles during this step. For the complete tag behavior and permissions, see Attribute Tagging (Tags).

Step 2: Choose the guest details to keep

In Guest details, review the information from the profiles being merged and choose which values the merged profile should keep.

  1. Select the Profile photo to keep when selectable profile photos are available.
  2. Review the Profile information to keep. The system automatically uses the most recent details as the initial selection. Change a field when another value should be kept, or use Add new where available.

The available selections can include the guest's name, contact information, address, ID document fields, and profile photo when a selectable photo is available. After reviewing the available fields, click Next to continue.

Merge profile Guest details step with numbered references for Profile photo and Profile information to keep, including available field values and Add new

If guest-profile tags are included in your merge flow, this step starts with the combined set of tags from the selected profiles. You can remove tags that should not be kept or add other applicable guest-profile tags. For complete tag rules, see Attribute Tagging (Tags).

Step 3: Confirm the merge

The Confirm step summarizes the guest information that the merged profile will keep. Review the details before saving the merge.

 If the profiles are linked to active reservations, Cloudbeds displays a warning before you save. Changes to the merged guest details can immediately update linked reservations, which may affect payment and reporting information. Review the final details carefully before continuing.

  1. Review the merged profile information and any active-reservations warning shown on the Confirm step.
  2. Click Save merged profile to complete the merge.

If tags are included in the merge flow, also review the final tag set that will be kept before saving.

Merge profile Confirm step with numbered references for the merged guest details and active-reservations warning, and the Save merged profile button

After merging profiles

After the merge, the selected profiles are combined into the main guest profile.

In the Merged profiles section under Insights, you can see which profiles were merged and start another manual merge if needed.

Guest Profile Insights tab showing the Merged profiles section with multiple merged guest profiles and the Merge profiles action

Unmerge a guest profile

Manual merges are reversible for eligible profiles. Use Unmerge when a profile was merged by mistake or needs to be restored as a separate guest profile.

  1. Open the Main Menu Main menu icon
  2. Click Profiles Profiles icon
  3. Search for and open the guest profile that contains the merged profile you want to restore.
  4. Expand the Guest Profile Drawer.
  5. Open the Insights tab.
  6. In Merged profiles, locate the profile you want to restore.
  7. Open the profile's three-dot menu and select Unmerge profile.
  8. Confirm the action by clicking Unmerge profile.

Guest Profile Insights tab with numbered references for the Merged profiles section, the merged profile three-dot menu, and the Unmerge profile confirmation dialog

 Unmerging restores that individual profile. If the final remaining merged profile is unmerged, the main profile returns to its pre-merge state.

Manual merge and automatic deduplication

Manual merge and automatic deduplication are separate guest-profile cleanup processes. Manual merge is initiated by a permitted user and provides field-by-field control over which values are kept. Automatic deduplication runs separately to identify and consolidate matching guest profiles based on guest information.

An exact duplicate profile may not be eligible for Unmerge because the automatic deduplication process would immediately merge it again. For details about the automatic process and the information used for matching, see Guest Profile Deduplication Overview.

When profiles cannot be merged

Cloudbeds blocks a manual merge when the selected profiles do not meet the requirements for a valid merge. This can happen when:

  • A selected profile already belongs to another merge.
  • A selected profile has been anonymized.
  • The merge would create an invalid relationship between the profiles.
  • There are fewer than two valid profiles to merge.
  • There is no valid email across the selected profiles.

If the Unmerge option is unavailable for an exact duplicate profile, the profile cannot be restored separately because automatic deduplication would merge it again.

Now that you can use the Guest Profile Drawer and manage duplicate profiles manually, review these resources for adjacent profile-management topics, including the Profiles list, Guest Profile concepts, and automatic deduplication:

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