How This Happens?
When a guest sends a message via WhatsApp, the system automatically creates a guest profile so the conversation can begin. This profile may be created even if the phone number is not immediately displayed in the profile details.
Can the Hotel Still Communicate With the Guest?
Yes. The hotel can continue the conversation through WhatsApp because the messaging channel already contains the contact information needed to reply.
Why the Phone Number May Not Appear?
Although the phone number may not be visible in the guest profile, it can still exist within the messaging channel data used by the app. This usually indicates a synchronization or profile integration issue where the number was not fully reflected in the profile record.
Does This Affect Guest Verification?
If the phone number is not shown in the profile, it may make guest verification more difficult. While messaging can still occur, the presence of a WhatsApp conversation alone does not fully confirm the guest’s identity.
If you notice this situation frequently, it may be helpful to review your profile integration settings or contact support for further investigation.