Guest profiles: history, notes, files, duplicates

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Why	Keep everything about a guest in one place: personal details and passport at hand, stays as history, arrangements in notes, documents as files.
Who	Administrators and front desk staff who create guests, prepare arrivals, and answer questions about past stays.
What you’ll get	A guest profile filled in without manual typing, duplicates merged into one profile, and a returning guest found with a couple of clicks.
Limitations	Duplicate matches are searched by passport, email, and phone. A passport recognized from a photo should be checked against the original — Latin script especially. Notes on the profile are internal, for the team.

A guest profile is a person’s record in HotelsCalendar. It lives in the Guests section and is pulled into every booking where that guest is listed. One guest — one profile: whatever the guest fills in on the Guest Portal and whatever happens to their bookings, it all lands in a single record.

The profile works for both sides of the front desk. On one side, it saves time at check-in: a passport is recognized from a photo, and a returning guest is found with a couple of seconds of typing. On the other, it keeps the memory of the property: where the person stayed before, what was agreed last time, and what matters for the next arrival.

This article covers what a profile stores, how to fill in a passport without manual typing, and how to keep duplicates out of your guest list.

What a guest profile stores

The profile holds five layers of data, each arriving its own way: some of it is typed in by the team, some comes from the guest, and the history assembles itself.

Personal details. Last name, first name, and middle name; contacts — “Phone” and “Email”; plus “Country”, “Language”, “Date of birth”, “Place of birth”, and “Gender”. These are exactly the fields you fill in when creating a guest in the guest profile window.
Passport data. Kept in a separate block and protected: passport fields are encrypted at the application level (AES-256). How the protection works — in the article How guest data is protected.
Booking history. Past and current stays are visible on the profile: when the person stayed and in which bookings.
The online check-in form. What the guest filled in themselves before arrival — companions and documents — lives on the guest profile too.
Notes and files. Internal team notes and the guest’s documents — more on both below.

Recognize a passport from a photo

Passport data is the most tedious part of registration: long numbers, Latin script, not a single wrong letter. The “Recognize from photo” button in the passport block of a guest profile fills the fields in from a scan or a photo of the passport — no manual typing.

Open the guest profile: from the Guests section — or from a booking, the “Rooms and guests” tab, the “Edit guest” button.
In the passport block, press “Recognize from photo” and provide a scan or a photo of the passport.
The fields of the passport block fill in with the recognized values.
Check the recognized text against the original — especially if the passport is in Latin script.
Fix any inaccuracies and press “Save”.

Result: the details are filled in without manual typing — and checking against the original is a required step, not extra caution: recognition helps, but the last word belongs to a person.

Duplicates and merging

Two profiles for one person is a common story: today the guest booked on the website themselves, tomorrow the front desk creates a booking for them — and the last name gets written down slightly differently. The system finds such repeats on its own: matches are searched by passport, email, and phone — a matching name alone is not enough to count as a duplicate.

Found duplicates are merged into one profile. Stay history survives the merge and does not split: the guest’s stays are gathered in a single profile instead of scattering across several “halves”. For the hotel this means one simple thing: however many times the guest returns and wherever the booking comes from — the website or the front desk — history and notes live in one place.

Notes and files

Notes are internal team remarks: arrangements and preferences that must survive between stays — a favorite room, an agreement on a late check-out, the easiest way to reach the guest. They are a working tool for the hotel: the guest does not see the profile’s notes.

Files are documents attached to the guest. Some of them arrive from the guest directly: on the Guest Portal they upload documents themselves, and the files land on their profile — the team sees them without asking anyone to forward anything “in a private message”. At the front desk the documents come in handy on arrival day: a booking prints out a voucher together with the scans of the guest’s documents.

The returning guest

A guest is staying with you for the second time — there is no need to fill in the details again.

Start a booking as usual — from a Planner cell or the “New booking” button.
In the “Guest” block, start typing the last name: the search suggests matches by last name, first name, or phone (in the full form the search also covers email).
Pick the guest from the suggestions — the profile is placed into the booking on its own.
The “New guest” button is only for people who are not in the system yet.

Result: a returning guest is recognized by their contact details, and their past stays are already on the profile — nothing needs to be retyped, and the history is at hand right away.

The same search works outside bookings too: open the Guests section and look the person up by last name, first name, or phone — the profile opens with the full history.