What is the issue?
Four Seasons guest logs in Four Seasons App but see no booking/itinerary. From hotel staff side, staff can see the booking existed with the guest's name and goldenId is linked correctly.
What is the cause?
The cause is the guest has multiple profiles on Alliants Experience Platform where the Four Seasons App connects with to get the booking details and build up the itinerary.
The booking lives on profile A, which is PMS sourced, GoldenId linked. But the guest's current email address maps to Profile B, a different profile with a different GoldenId.
Resolution:
A profile merge by the Alliants Support Team is required to unite the two profiles under the correct goldenId, which needs to be validated by the Four Seasons Digital Operations Team (digitaloperations.helpdesk@fourseasons.com). The merge request also needs to be submitted by the Four Seasons Digital Operations Team as a Change Request.