Overview
A guest may report that they cannot see their booking or itinerary when they log into the Guest Mobile App, even though the booking exists in the system and is visible to hotel staff. This is typically caused by a duplicate profile issue — the guest's login is linked to a different profile than the one their booking is attached to.
Symptoms
The guest logs into the app but cannot see their upcoming booking or itinerary.
The booking exists in the system and is visible to staff on the guest's profile.
The booking has a valid confirmation number and the correct Golden ID is linked to the reservation.
The guest's profile in the system shows the booking, but the guest's app session shows a different (often empty) profile.
Root Cause
This occurs when there are two separate profiles for the same guest in the AXP system:
1. Profile A — Contains the booking, linked to the reservation (e.g. sourced from the PMS/CRS).
2. Profile B — Linked to the guest's login email address. This is the profile the guest sees when they log into the Guest Mobile App.
Because the guest authenticates using their email, the app loads Profile B — which has no booking attached to it. The booking on Profile A is never shown to the guest.
This typically happens when a guest's email is registered in the system separately from the profile created in AXP via the PMS reservation, and the two profiles have not been merged.
Resolution Steps
1. Use the Global Search to locate if the guest has two profiles using their email address and booking number.
2. If you have located the two profiles, then they need to be merged so that the guest's login email is correctly associated with the profile that holds their booking. This can be requested to our Support team via one of your Alliants users who has a "Brand Admin" role - they can submit a change request via live chat:
3. If you are unable to locate duplicate profiles but the issue is occurring, you can raise this via the in app live chat via Help & Support > Live chat bubble and share the following:
Booking / hotel confirmation number — The reservation reference as it appears in your PMS/CRS (e.g. CRS# or confirmation number from the screenshot).
Guest's email address — The email the guest is using to log into the app.
Guest's Golden ID (if known - not applicable for all Hotels) — Visible on the guest's profile in the Alliants platform.
Screenshot of the issue — If available, a screenshot showing the booking details and/or what the guest sees in the app.
💡Prevention Tip: Duplicate profiles most commonly arise when a guest books via a channel that creates a new profile, and they have previously registered in the app with the same email. Keeping guest data consistent across booking channels reduces the likelihood of this occurring.