Guest profiles and contacts
2 min read
The cheapest booking you will ever get is a guest who comes back. No advert reached them, no listing site introduced them, and 0% of their booking goes to anyone but you. Repeat guests start with remembering people, and remembering people starts in Contacts.
One profile, the whole story
Contacts is a proper CRM. Every guest has a profile with their contact details, language and timezone, plus their booking history, their requests and every conversation you have had with them, all in one place. When an email arrives from a name you half recognise, one look at the profile tells you they stayed twice in 2024 and asked about the sofa bed both times.
Email and phone can carry a verified status, so you know the details on file actually reach a real person. Knowing a guest's language and timezone also saves you from writing to them in the wrong one, at 3am their time.
Notes are how you win reviews
Small facts win big reviews. "Prefers ground floor." "Travels with an elderly dog." Write these into the guest's notes the moment you learn them. Six months later, when the same guest books again and finds the ground floor room already suggested and a water bowl by the door, that is the stay they tell their friends about. You did not work harder. You wrote things down.
Tags find your best guests later
Tags are labels you attach to a profile, and they pay off months down the line. Tag your long-stayers, or the family that comes back every August. When February looks empty and you want to fill it, you can find exactly the people most likely to say yes instead of shouting into the void.
The habit that makes all of this work is small. After each stay, open the profile and write one honest line about the guest. It takes a minute, and it is the minute your future self will thank you for at check-in.