Summary: The Vendor role is a limited-access role designed for third-party service providers, such as spa, restaurant, or activity teams. Vendors can only see data related to their own location and cannot access guest contact details, conversations, or broader property-level information. This is by design to protect guest privacy and keep each vendor's view focused on their own work.
Permissions Required: Brand Admin or Location Admin required to check the user's roles. This article applies to any users assigned the Vendor role.
What is the Vendor role?
The Vendor role gives external service providers access to AXP so they can manage requests and view relevant guest information — without seeing data that belongs to other parts of the property.
A vendor user is always tied to a specific Vendor Location (for example, the restaurant in the hotel). Everything they can see and do in AXP is scoped to their own location.
What can a Vendor user do?
Area | What they can do |
Guest profiles | ✅ Search for and view profiles linked to their vendor location |
Requests | ✅ View, create, and edit requests at their vendor location |
Bookings | ✅ View bookings connected to their location (read-only) |
Request forms | ✅ View available request forms |
Service orders | ✅ View service orders (read-only) |
Reminders | ✅ Create, edit, delete, and view reminders |
Saved filters | ✅ Create, edit, and delete their own saved filters |
Support | ✅ Raise support queries |
What can a Vendor user NOT do?
Area | What they cannot do |
Guest profiles | 🚫 Edit, merge, or delete profiles |
Conversations | 🚫 View, send, or manage any guest messages or internal notes |
Bookings | 🚫 Create, edit, or delete bookings |
Service orders | 🚫 Create, edit, or delete service orders |
Templates | 🚫 Create or manage any message templates |
Users | 🚫 Invite, edit, or remove other users |
Vendor locations | 🚫 Create or delete vendor locations |
Locations & departments | 🚫 Create, edit, or delete these |
Brand/org settings | 🚫 Access brand or organisation-level settings |
Why does a Vendor user see limited guest profiles?
Vendor users only see profiles where at least one of the following is true:
They created the profile themselves
The guest has a request linked to their vendor location
The guest has a booking at their vendor location in one of the following statuses: checked in, requested, reserved, unknown, or waitlisted
If a guest doesn't meet any of these conditions, the vendor user will not be able to find or view their profile — even if the guest is staying at the property.
🗒️ Note: This is expected behaviour. Vendors are intentionally scoped to their own location to protect guest privacy and keep their view uncluttered.
Why can't a Vendor user see guest contact details?
Guest contact information is always hidden from Vendor users. This includes:
Email addresses
Phone numbers
Home or billing addresses
Payment/credit card details
This applies to all guests, with no exceptions. It is a privacy protection built into the platform.
Why can't a Vendor user see conversations?
Vendor users have no access to conversations. They cannot see:
Guest messages
Internal notes
Conversation history
If a vendor needs to communicate with a guest, this must be handled through the hotel or property team who have the appropriate role.
Common Questions
Q: An user reported that they can't find a guest profile
A: Ask the user to check if their account has the Vendor role. If yes, this is expected — the guest's profile will only appear if the vendor created it, or if the guest has a request or booking linked to that vendor's specific location. Check whether the guest has an active booking or request at the vendor location. If not, the vendor will not be able to see the profile.
Q: An user reported that they can't edit a guest's profile
A: Ask the user to check if their account has the Vendor role. If yes, this is expected — Vendors can create new profiles but cannot edit, merge, or delete existing ones. If the profile needs to be updated, a user with a higher-level role (such as a Location Admin or Brand Admin) will need to make the change.
Q: An user reported that they can't see a guest's email or phone number
A: Ask the user to check if their account has the Vendor role. If yes, this is expected — guest contact details (email, phone, address) are always hidden from Vendor users regardless of the guest's booking status. Only non-sensitive information such as name, gender, dietary requirements, and room preferences is visible to vendors.
Q: An user reported that they can't see all bookings at the property
A: Ask the user to check if their account has the Vendor role. If yes, this is expected — Vendors can only see bookings linked to profiles they already have access to, and only for their own vendor location. They cannot view the full property booking list.
Q: An user reported that they can't send a message to a guest
A: Ask the user to check if their account has the Vendor role. If yes, this is expected — Vendor users do not have access to the conversations feature and cannot send messages to guests. They should contact the hotel team to send a message on their behalf.
Q: An user reported that they can't access certain features or settings
A: Ask the user to check if their account has the Vendor role. If yes, the Vendor role has a fixed set of permissions and cannot be expanded within the role itself. If broader access is needed (such as the ability to view conversations or manage profiles), they would need to be assigned a different role, such as Converser or Location Admin. Please speak to your brand administrator if a role change is needed.
💡 Tip: If you're unsure which role a user has, a Brand Admin can check and update user roles from the Users section in AXP settings.