Summary: In the conversation view, the room number shown next to a guest's name is pulled from a checked-in booking, with a room number assigned, linked to that guest's profile.
If no room number appears, it's usually either because the checked-in booking is attached to a different (duplicate) profile for the same guest, or because the booking on AXP hasn't been updated by PMS about the room allocations.
Permissions Required:
Any user can check for a linked booking.
Merging profiles requires Brand Admin — if you don't have this role, request the merge through your Brand Admin or the Alliants Support team.
Why this happens
The room number displayed next to a guest's name in a conversation isn't stored on the conversation itself — it's pulled live from a booking that is checked in and linked to that guest's profile.
If the room missing next to a guest's conversation, there are two common causes:
Duplicate guest profiles. The guest has two separate profiles in AXP (for example, one created from the PMS/reservation, and another created from a messaging channel or manual entry). The conversation is linked to one profile, while the booking and room assignment sit on the other. Because the two profiles have never been merged, AXP can't connect the room number to the conversation.
The booking has no room number allocated. The booking is correctly linked to the guest's profile and is checked in, but no room has been assigned to it yet — usually because the PMS hasn't synced a room assignment, or the booking was created manually without one.
Normally, when a booking is moved to checked-in status in the PMS, the sync updates AXP with both the checked-in status and the room assigned to the guest at the same time — so if a booking shows as checked in without a room number, it usually points to a sync issue rather than the room genuinely not being assigned yet.
Steps to check
Open the guest's profile from the conversation and check the Operations > Bookings tab.
Confirm whether a booking is linked to this profile, and whether it is checked in. If there's no linked booking, or the booking hasn't been checked in, this is why the room number isn't showing — follow the duplicate profile steps below.
If a booking is linked and checked in, open the booking and check whether a room number has been assigned to it. If it's blank, follow the no room allocated steps below.
If it's a duplicate profile
Search AXP for the guest's other profile — use the booking confirmation number if you have it, or search by the guest's name.
💡 Tip: You can search by name, email, phone number, room number, or booking confirmation number. See How Do I Search for a Guest Profile? for details.
Once you find a second profile, cross-check that the name, email, and phone number match the original guest before treating it as a duplicate.
If it's confirmed as the same guest, request a profile merge. If you have Brand Admin permissions, you can do this yourself — see How to Merge a Guest Profile in AXP. Otherwise, ask your Brand Admin to merge, or or ask your Brand Admin to raise a Change Request to the Alliants Support team and they can carry out the merge for you.
After the merge, the conversation, booking, and room number will all sit under a single profile, and the room number will display correctly going forward.
⚠️Warning: Merges are permanent — there is no unmerge function. Only merge profiles you've confirmed belong to the same guest.
If no room is allocated
Check with your PMS admin whether your PMS integration is configured to sync room assignments — if so, confirm the room has actually been assigned in the PMS, as AXP will only display what has synced across. Since a PMS check-in normally syncs the checked-in status and the room number to AXP together, a booking showing as checked in with no room usually means the sync didn't complete — try a manual resync first. See How to Sync a Booking with Your PMS from AXP? for steps.
If the booking was created manually in AXP, or the resync doesn't pick up a room, assign the room directly on the booking — see How Do I Assign a Room to a Booking? for steps.
Once a room number is saved on the booking, it will appear next to the guest's name in the conversation view.
Common Questions
Q: I checked the profile and there's a booking, but the room number still isn't showing. What's wrong?
A: Check whether the booking is actually checked in with room assigned. The room number only displays once a booking has moved to checked-in status — an upcoming or not-yet-arrived booking won't show a room number in the conversation view.
Q: How do I know if this is a duplicate profile issue rather than something else?
A: Search for the guest by booking confirmation number or name. If a second profile appears with the checked-in booking attached, it confirms the room number and the conversation are split across two profiles — a duplicate profile issue.
Q: The booking is on the right profile and checked in, so why is there still no room number?
A: The booking itself may not have a room number allocated yet. Check the booking from guest's full profile > Operations > Bookings — if the room field is blank, the room hasn't been assigned. This can happen if your PMS hasn't synced a room assignment, or if the booking was created manually. Run a resync with PMS or assign a room on the manually created booking to resolve it.
Q: Will merging the profiles affect the guest's booking in our PMS?
A: No. Merging profiles in AXP only combines the AXP records (conversations, bookings, requests, and contact details) into one profile. It does not change anything in your PMS or other external systems.
Q: Who can perform the merge if I don't have admin access?
A: Ask a colleague with Brand Admin permissions to merge the profiles, or ask your Brand Admin to raise a Change Request to the Alliants Support team and they can carry out the merge for you.