Guest Profiles
Guest profiles are the heart of ABRA, storing everything you need to personalize each guest’s experience.
Finding a Guest
Search for a guest
Use the search bar to find guests by name, phone number, email, birthday, or anniversary date.
Understanding the Profile Layout
When you open a guest profile, you will see several key sections:Bio Section
Profile photo, name, VIP status, and contact information at the top
Stats Cards
Quick counts for Notes, Hurdles, and Wow Moments
Preferences
Guest preferences and allergies
Stay History
All current and past reservations
Guest Information Fields
The profile displays these details when available:- Birthday - Date of birth
- Anniversary - Wedding or other anniversary date
- Gender - Guest’s gender preference
- Previous Stays - Number of completed stays
- Occupation - Professional role
- Address - Street, city, state, country, and ZIP
- Phone - Contact number
- Email - Email address
- VIP Reason - Why the guest has VIP status (if applicable)
Editing a Profile
Update the information
Edit any of the following:
- Salutation (Dr., Mr., Miss, Mrs., Prof.)
- First name and last name
- Nickname
- Email and phone number
- Occupation and gender
- Birthday and anniversary dates
- Full address
- VIP reason (if VIP is enabled)
If no guest information has been added yet, you will see an “Add Information” button instead of the edit pencil icon.
Managing Profile Photos
- Add a Photo
- Remove a Photo
- Click on the profile photo area
- Select an image file from your computer
- Crop the image as needed
- The photo is saved automatically
Working with VIP Status
VIP guests receive special visual treatment in ABRA with a golden halo effect around their profile card.Enter a reason
When enabling VIP, you must provide a reason (e.g., “Frequent guest,” “Celebrity,” “Wedding party”).
Viewing Stay History
The Stay History section shows all reservations for the guest, organized chronologically with the most recent at the top. Each reservation displays:- Status badge - In-House, Arrivals, Upcoming, Departures, or Past
- Date range - Check-in and check-out dates with number of nights
- Room assignment - Room number(s) for the stay
- Accompanying guests - Other guests traveling in the party
- Total cost - Reservation total (visible to Managers and Admins)
Expanding Reservation Details
Click on any reservation to expand it and see:- Arrival time - Expected time of arrival
- Flight number - If the guest provided flight information
- Additional details - Any notes about the stay
- Celebrations - Birthdays, anniversaries, or special occasions during the stay
Editing Stay Details
For current reservations, you can edit stay details by:- Right-clicking on the detail card (arrival time, flight, or additional details)
- Selecting the edit option from the context menu
- Making your changes and saving
Quick Actions
From the guest profile, you can quickly:Add a Note
Click the + button to add preferences, nuggets, or celebrations
View Related Notes
Click the Notes stat card to see all notes mentioning this guest
Jump to Hurdles
Click the Hurdles stat card to scroll directly to open issues
See Wow Moments
Click the Wows stat card to view all special moments recorded
Syncing with Your PMS
This feature is available for Managers, Hotel Admins, and Admins only.
- Open a guest profile with a current reservation
- Click the sync button (rotating arrows icon) in the Stay History header
- Wait for the sync to complete
- The page will refresh with updated information
Merging Duplicate Profiles
Profile merging happens automatically when your PMS sends merge events. ABRA preserves all data from both profiles during a merge.
- All reservations are consolidated to the surviving profile
- Preferences, notes, celebrations, and hurdles are transferred
- Wow moments and touchpoints are preserved
- The duplicate profile is archived