Your guest list and guest records

Guests is your list of everyone who has booked with you, with their stays, what they’ve booked and your own notes. Use it to look someone up, spot your regulars or book a returning guest in again.

How guests get on the list

You don’t add guests by hand. Everyone who books gets a guest record after their first booking, whether they booked on your website, you added the booking or it came from another booking site.

Later bookings are matched to the same record by email. A booking with no email is matched by phone number and name together, or, with no phone either, by name when only one guest has it. A booking made on your website only fills in details the record is missing, so a guest can’t change someone else’s name by booking with their email. When you add or edit a booking yourself, your details are copied to the guest record. To correct a guest’s name, email or phone, change it on their booking.

Moving from another system? Tap Import guests to bring in your past guests, so regulars are recognised from day one. See Importing bookings and guests.

Finding a guest

1. Go to Guests.
2. Search by name, email or phone (spaces in a phone number don’t matter), or tap Everyone, Here this week or Regulars (guests who have stayed more than once, not counting cancellations or stays still to come).
3. Tap a guest to see their email, phone, what they’ve booked and their recent stays.

From there you can tap Send a message, Book them in again (which starts a new booking with their details filled in) or Full guest record.

The guest record

The full record shows:

• their email, phone and any club membership number from a booking
• Total booked: what their bookings come to, including any not paid yet, leaving out cancellations and no-shows
• Usually: their average number of nights, and when they first booked
• Before PootlrHost: stays you imported from before you used PootlrHost
• every stay, each linking to its booking
• Emails sent: the latest emails PootlrHost has sent them

Notes

Type in Your notes, for example “Likes Pitch 4. Two collies.” Notes save when you click or tap away from the box. Guests never see them.

Returning guests and rewards

A guest counts as returning once they have more than one stay, including stays you imported. A stay counts from its arrival day, so bookings still to come and requests you haven’t accepted don’t count yet. Cancelled bookings and no-shows never count. If you’ve switched on Loyalty, the record shows how close they are to their reward.

Guests signing in on your website

Guests have no password. On your website’s /portal page they type the email they booked with and tap Email me a link. The link works once, for the next hour, and opens Your stays: every stay they’ve booked with you, with directions, messages and paying for each. They can also find one booking with its reference and email.

Good to know

• Stays booked on other sites are listed with a guest’s stays but left out of Total booked, as PootlrHost doesn’t know what the guest paid.
• Guest records can’t be deleted or merged from Guests.