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Profiles is your record of people rather than visits. A profile follows one person across their stays, 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, e-mail, nationality. Phone numbers and e-mail addresses are partly hidden: select Show to see one in full, then select it to call or e-mail, or select Copy.
  • 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 — Stays, Reservations, Requests, Notes, Preferences

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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. A phone number or e-mail address stays partly hidden in the form: Show & edit opens the current one, and Replace lets you type a new one. Keep contact details accurate: your AI staff use this record to recognise a returning guest.
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

Open the ⋯ menu on the profile. Export guest data downloads everything on record for this guest; Download consent trail downloads every consent decision on record for them. For either, select Send me the code, enter the code sent by text message to the number Hotel Linkage registered for you, and select Download. Both need a download permission that only Hotel Linkage gives — without it, the menu says so in a sentence. Export guest data is also there only for people who can make changes in Guests, and Download consent trail only for people with the Marketing area at manage level with settings access. Erase data (GDPR) anonymises the guest, 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, the change applies from the next contact onward — it does not rewrite conversations that already happened. When you download a guest’s data or consent trail, a Guest Data Downloaded notice names who downloaded what. Its recipients are set under How to reach you on Notifications. 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.
Not everyone here has stayed. Someone who talked to your AI staff can have a record here even if they never stayed.