Guest Profiles

Guest Profiles

vGuest builds a profile for every guest who interacts with your property. Over time, these profiles help the AI personalize responses and help your team deliver better service.

What's in a guest profile

• Contact info — Name, phone number, email
• Reservation history — Past and upcoming stays, room types, dates
• Conversation history — Every message exchanged across all channels
• Notes — Internal notes added by your team
• Preferences — Language, special requests, VIP status

Viewing guest profiles

Guest profiles are accessible from two places:

• Conversations — Click the guest name at the top of any conversation
• Guests Management — Browse and search all guests from the main navigation (available when a PMS is connected)

Repeat guests

When a returning guest messages your hotel, vGuest automatically recognizes them by their phone number. The AI has access to their full history, so it can:

• Greet them by name
• Reference their previous stays
• Remember their preferences
• Provide more personalized recommendations

Adding notes

Click Add Note on any guest profile to record useful information:

• "Prefers high floor"
• "Allergic to nuts — flag for restaurant"
• "Celebrating anniversary on next visit"

These notes are visible to your team and help inform the AI's responses.