Guest Profile Identification & Duplicate Prevention
Guest profiles are identified using a combination of key data points:
First Name
Last Name
Phone Number
Email Address
For a successful match or merge, at least two data points must align. Common combinations include:
Email + Phone Number
Last Name + Phone Number
Last Name + Email
This approach improves accuracy and helps minimize duplicate records.
Causes of Duplicate Profiles
Duplicate guest profiles typically arise due to:
User Input Errors
Guests may mistakenly enter their email in the phone number field or vice versa.
Staff Member Error
Staff Member at the hotel manually creates a profile for the guest whereby the phone number or email is entered incorrectly.
3. Integration Issues
A Property Management System (PMS) (e.g., Oracle) or a middleman connector (e.g., IReckonU, Hapi) may not be properly configured for email and phone validation. We recommend reviewing the setup with these integration providers.
Two different sources connected which contain guest profiles such as PMS, IReckonU, Infor etc. Thus leading to duplicate profiles appearing if the above prevention merge rules do not apply.
Even If your PMS shows only one guest profile but two appear in AXP, it's likely due to a connected source, such as IRU, which may merge profiles before syncing to AXP. This process can sometimes lead to incorrect profile details, resulting in duplicate entries.
Incorrect configurations prevent the system from accurately matching profiles, leading to duplicates.
Proper validation within the PMS or Middleware can help minimize these issues and improve the accuracy of guest records.