Guests and your guest database
Every booking's guest is saved to your guest database automatically, matched by email and phone so returning guests don't turn into duplicates.
You never build your guest database as a separate job — it builds itself. Every time a booking arrives, from any source, the guest on it is saved as a contact automatically: name, email, phone, and address as supplied. Over time that becomes one of the most valuable things you own — a clean list of everyone who has ever stayed with you.
How guests are matched
When a booking comes in, Accommador matches the guest against your existing records by email and phone. A returning guest's new booking attaches to the record you already hold, updating it rather than creating a second copy — so one guest stays one guest, with all their bookings connected to them. Only when neither the email nor the phone matches anyone is a new record created.
What's recorded
- Identity and contact details — name, email, phone, and address where the booking supplied them.
- Where they came from — the record notes the booking's source, such as Booking.com, Airbnb, or your own booking page, so you can see how each guest first found you.
- Their bookings — each stay links to the same guest, building their history with you.
Where to see a guest's details
Open any booking and its Details tab shows the guest's information as it stands. The Guests menu holds the guest-facing side of a stay — the online check-in journey, appointments, and compliance records like signed terms and ID.
Booking sites and partial details
Some booking sites pass on limited contact details — a relay email address rather than the guest's real one, or no phone number. The guest is still recorded with whatever was supplied, and the booking still connects to them. When the guest completes online check-in you naturally collect their real details, which is one of the quiet benefits of the guest journey.
Troubleshooting
Why do I have two records for the same person?
Matching needs something to match on. If a guest books once with their work email and once with a personal email — and a different phone each time — there is nothing connecting the two, so a second record is created. This mostly happens with booking-site relay addresses, which differ per booking.
Does a cancelled booking still create a contact?
Yes — a guest who booked and cancelled is still someone who chose you once, and worth being able to reach.
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