Duplicate guest profiles are usually created when the email address is left blank during a back-office booking made by hotel staff.
When no email address is entered when making a back-office booking on behalf of the guest, the Triparound system automatically generates a unique default email address. This generated email acts as a unique identifier and is used to create a new customer profile.
Because a different generated email is created each time the email field is left blank, the system cannot recognize that the booking(s) belongs to the same guest. As a result, it creates a new customer profile for each booking, leading to duplicate guest profiles and making it more difficult to manage bookings and guest information.
How to avoid duplicate profiles
To prevent duplicate customer profiles:
If your property has a PMS integration enabled, create back-office bookings through the Guest validation process whenever possible. In this workflow, the guest's information (such as name and email address) is automatically prefilled from the PMS, allowing the booking to be linked to the existing customer profile.
When PMS integration is enabled, always make sure the guest's actual email address is entered in the PMS whenever it is available. This ensures the correct guest information is transferred and linked to the appropriate customer profile.
If PMS integration is not available, make sure to add the guest's actual email address to the correct customer profile in Triparound whenever it is known.
If the guest's real email address is not known, use the same placeholder or fictitious email address consistently for all back-office bookings for that guest.
Do not use a hotel email address as a placeholder, as this can cause multiple guests to be associated with the same email.
What if a duplicate profile has already been created?
If a booking was created without an email address and the system generated a default email, a new customer profile may already exist.
In this case, you will need to link the bookings to the correct customer profile to ensure the guest's booking history and information remain accurate.
Learn more here: How to assign a different customer to an existing booking
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