Guest CRM

Vanio's Guest CRM creates a unified profile for every guest across all your booking platforms. Whether someone books through Airbnb today and your direct website next month, their contact history, preferences, past stays, and notes are all in one place. This gives you the complete picture of each guest's relationship with your business.

Getting Started

Accessing Guest Profiles

1. Go to Guests in your main navigation
2. Click on any guest name to view their complete profile
3. Use the search bar to find guests by name, email, phone, or notes

[Screenshot: Guest list showing search bar and guest entries with avatars, names, and key details]

Viewing Guest Information Each guest profile shows:

• Contact details — All email addresses and phone numbers from every booking
• Stay history — Past and upcoming reservations across all channels
• Communication timeline — Every message exchanged, regardless of platform
• Guest statistics — Total bookings, spending, average ratings
• Risk assessment — Automated safety scoring
• Custom notes — Your team's private observations

How It Works

Cross-Platform Matching When guests book through different channels, Vanio automatically matches them into a single profile using email addresses, phone numbers, and names. This happens instantly — no manual work required.

Real-Time Updates As new bookings come in or messages are exchanged, guest profiles update automatically. You always see the most current information without refreshing or syncing.

AI Integration When returning guests message you, Vanio AI already knows their preferences, stay history, and any special notes. This enables personalized, context-aware responses that make guests feel recognized and valued.

Key Features

• Unified contact management — All email addresses and phone numbers in one place, marked as primary or secondary • Complete stay history — Every reservation across all platforms with financial details • Communication timeline — Full message history with timestamps and platform sources • Guest statistics — Total revenue, average booking value, stay patterns, and ratings • Risk scoring — Automated assessment based on booking patterns and platform data • Custom flags and notes — Mark VIP guests, note preferences, or flag concerns • Verification status — See platform verification levels at a glance • Document storage — Attach photos, agreements, or other files to guest profiles • Billing information — Invoice details for business travelers or repeat guests

[Screenshot: Guest profile showing the two-column layout with statistics cards at top and detailed sections below]

Search and Filtering Find guests instantly using:

• Full-text search — Name, email, phone, or notes content
• Flag filters — Show only VIP guests, flagged accounts, or specific categories
• Property filters — Guests who've stayed at particular listings
• Booking filters — Sort by recent activity, total revenue, or number of stays

Guest Statistics Dashboard View key metrics at a glance:

• Total bookings and completed stays
• Revenue generated and average booking value
• Cancellation history
• Average stay duration
• Review ratings across platforms

Tips & Best Practices

Use Custom Notes Effectively

• Record guest preferences (quiet rooms, late checkout, etc.)
• Note any special requests or accommodations made
• Flag positive interactions to reference in future communications
• Document any issues to help your team prepare for return visits

Leverage Guest History Before responding to returning guests, check their profile to:

• Reference their previous stay positively
• Anticipate needs based on past preferences
• Avoid repeating information you've already provided
• Offer upgrades or special treatment for loyal guests

Monitor Risk Levels Pay attention to risk assessments, especially for:

• New guests with limited platform history
• Bookings flagged for unusual patterns
• Guests with previous cancellations or issues

Keep Contact Information Current When guests provide new contact details:

• Add them to the profile rather than replacing old ones
• Mark the most current information as primary
• This helps with future bookings if they use different contact methods

[Screenshot: Contact management section showing how to add and manage multiple email addresses and phone numbers]

Common Questions

How does Vanio match guests across different platforms? Vanio uses email addresses, phone numbers, and name matching to identify when the same person books through different channels. This matching happens automatically and creates a single, comprehensive profile.

Can I see which platform each piece of information came from? Yes, communication history shows the source platform for each message, and contact information indicates which bookings provided each detail. This helps you understand the guest's preferred booking method.

What happens to guest data if I disconnect a platform? All historical data remains in the guest profiles. You'll continue to see past stays and communications from disconnected platforms, but new activity from those channels won't sync until you reconnect.