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Profiles is your record of people rather than visits. One guest, one profile, however many times they have stayed and whichever way they reached you. This is what lets your AI staff recognise a returning guest instead of meeting them again for the first time.

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What is on the screen

A searchable list of everyone you have a record for, with four views: A record can be marked a possible duplicate — the same person recorded twice, usually because they reached you through two different doors. Opening a profile gives you the person’s file:
  • Identity — name, phone, email, date of birth
  • AI Summary — what your AI staff have understood about this guest
  • Their numbers — Stays, Nights, Requests, Rating, and Points, which is also the control that adjusts loyalty
  • Tabs — Preferences, Stays, Requests, Notes

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What you do here

1

Look a guest up before they arrive

Search by name or phone. Their preferences and past requests are the fastest brief you can get on someone.
2

Correct the record

Choose Edit profile to fix a name, a phone number, or a date of birth. Contact details matter more than they look — they are how a returning guest is recognised.
3

Adjust loyalty points

Select Points at the top of the profile, choose the direction, and enter the amount. Every adjustment stays on the record.
4

Settle a possible duplicate

Open Review Match and read the two records side by side. There are three answers, not one — Merge, Not a duplicate, and Mark as family, which links them while keeping both profiles.
5

Answer a guest's data request

Export guest data produces what the guest gave you and what your AI staff observed. Erase data anonymises them, and asks you to type DELETE first.
Only merge when you are sure it is one person. Two guests can share a surname, a phone line, or an email — that is what Mark as family is for. A merge joins two histories into one person and is not a decision to make on a hunch. Where the system can tell the merge is wrong it refuses and gives you the reason; that refusal is deliberate, not a fault.

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What happens next

When you merge two records, the stays, requests, notes, and preferences from both end up on one person, and your AI staff greet them as one guest from then on. When you correct contact details, recognition improves from the next contact onward — it does not rewrite conversations that already happened. When you erase a guest’s data, their personal details are permanently anonymised. Two things deliberately survive, and the screen says so before you confirm:
  • Anonymised statistics stay — stay counts and revenue remain, with nothing identifying in them.
  • Your legal records are untouched. Official accommodation and financial records may still be held in your PMS and accounting systems, because the law requires you to keep them. RecepAI does not reach into those, and erasing here does not remove them.
A profile is created by contact, not by arrival. Someone who talked to your AI staff and gave a phone number has a record here even if they never stayed. That is the point: the next time they appear, you already know them.