Understand and manage guest merge candidates
Guest merge candidates allow your property or brand to:
Maintain a clean, accurate, and unified CRM database.
Identify potential duplicate guest profiles based on configurable match rules.
Review and merge profiles that fall between the manual match threshold and the automatch threshold.
The CRM evaluates incoming guest data from all connected systems and flags potential duplicates for manual review. This ensures data quality while preventing accidental merges of profiles that belong to different guests.
How matching works
The CRM uses contact match settings to score incoming profiles against existing records. Based on the score, profiles are handled in one of three ways:
Profiles scoring above the automatch threshold merge automatically with no manual review required.
Profiles scoring between the manual threshold and automatch threshold appear in the guest merge candidates list for review.
Profiles scoring below the manual threshold are treated as new records.
Match scoring considers standard fields such as name, email address, and loyalty member ID. You can adjust field weighting and thresholds in contact match setup to fine-tune automation.
Key characteristics of merge guest candidates
Outlined below are key characteristics of guest merge candidates.
Candidates appear based on configured match scoring between the manual and automatch thresholds.
Merging profiles transfers all reservation history and future bookings to the retained profile.
Merged profiles cannot be unmerged, this action is permanent.
Disassociating profiles removes them from appearing as future merge candidates.
Both active and inactive profiles can be reviewed and merged.
Before you start merge guest candidates
Outlined below are important factors to know before you can manage guest merge candidates.
Confirm your user role includes permissions to manage guest merge candidates.
Review your organization's data-cleansing rules and operational standards for profile management.
Verify your contact match settings in CRM setup and contact match setup.
Understand that merges are permanent and cannot be undone.
Evaluate merge candidates
Follow the steps below to evaluate whether two profiles should be merged.
From the left navigation menu, click Profile Management.
Click Guest Merge Candidates.
Search for a merge candidate using the filter controls:
Loyalty member ID: Enter a specific loyalty member ID.
First name: Enter the guest's first name.
Last name: Enter the guest's last name.
Email: Enter an email address.
Active or inactive dropdown: Select active, inactive, or view all profiles.
All tiers dropdown: Filter by a specific loyalty tier or view all tiers.
Loyalty only checkbox: Select to display only loyalty program members.
Click Search and click the expand arrow next to a candidate row to open the comparison view.
Review the profile details presented for each potential match.
If additional information is needed:
Navigate to Profile Management and click Guest to view the full guest profile.
Return to Guest Merge Candidates to take action.
📌Note: Look for recurring patterns in merge candidates, these may indicate a need to adjust match rules or improve data collection quality at the point of capture.
Merge matching profiles
Follow the steps below to merge profiles that belong to the same guest.
From the left navigation menu, click Profile Management and click Guest Merge Candidates.
Search for a merge candidate using the filter controls:
Loyalty member ID: Enter a specific loyalty member ID.
First name: Enter the guest's first name.
Last name: Enter the guest's last name.
Email: Enter an email address.
Active or inactive dropdown: Select active, inactive, or view all profiles.
All tiers dropdown: Filter by a specific loyalty tier or view all tiers.
Loyalty only checkbox: Select to display only loyalty program members.
Click Search and click the expand arrow next to the candidate row.
Review the profile comparison to confirm both profiles belong to the same guest.
Select the profile to retain as the default this is displayed on the right side.
Select the profile to inactivate and merge this is displayed on the left side.
Review the merge summary to confirm accuracy.
Click Merge.
After merging, all profile history and future bookings transfer to the retained profile. The merged profile becomes inactive.
📌Note: Always confirm the correct profile is selected as the default before merging. Merges are permanent and cannot be undone.
Disassociate non-matching profiles
Follow the steps below to remove profiles from the merge candidates list when they do not belong to the same guest.
From the left navigation menu, click Profile Management.
Click Guest Merge Candidates.
Search for a merge candidate using the filter controls:
Loyalty member ID: Enter a specific loyalty member ID.
First name: Enter the guest's first name.
Last name: Enter the guest's last name.
Email: Enter an email address.
Active or inactive dropdown: Select active, inactive, or view all profiles.
All tiers dropdown: Filter by a specific loyalty tier or view all tiers.
Loyalty only checkbox: Select to display only loyalty program members.
Click Search.
Click the expand arrow next to the candidate row.
Review the profile comparison to confirm the profiles belong to different guests.
Click Delete.
This removes the profile pairing from appearing as future merge candidates. Neither profile is deleted or modified.
Frequently asked questions
Outlined below are a list of frequently asked questions.
Can a merge be undone?
No. Merges are permanent. Always confirm the profiles belong to the same guest and that the correct profile is selected as the default before merging.
What happens to reservations when profiles are merged?
All reservation history and future bookings transfer to the retained profile.
Why do some candidates have no Loyalty Member ID?
Profiles without loyalty membership still appear as candidates if they meet the match threshold based on other fields such as name and email address.
How often should I review Guest Merge Candidates?
Daily review is recommended, though frequency may vary based on your property's reservation volume.
What does disassociating profiles do?
Disassociating removes the profile pairing from the merge candidates list. Neither profile is deleted or modified, and they will not appear as candidates for each other again.
Can I adjust which profiles appear as merge candidates?
Yes. Adjust the field weighting and thresholds in CRM setup and click contact match setup to control which profiles require manual review versus automatic merging.
Do inactive profiles appear in the merge candidates list?
Yes. Use the active or inactive dropdown filter to view inactive profiles or both active and inactive profiles together.