Customer Relationship Management (CRM) in the hospitality industry is a system designed to capture, organize, and analyze guest data to build detailed guest profiles.
By centralizing this information, hotel staff can deliver highly personalized service, anticipate guest needs, and create memorable experiences that foster loyalty and encourage repeat visits.
A comprehensive guest profile typically includes: Personal and identification details, Guest status and preferences, Reservation history (past and upcoming stays), Notes and special requests, Billing and spending records, Interests and activity patterns.
Together, these insights empower hotels to strengthen guest relationships, enhance satisfaction, and maximize long-term value.
GUEST STATUS
As part of Rentlio CRM functionality, a new feature allows each guest to be assigned a status either automatically or manually. Guest statuses can be set in the CRM settings section.
When creating a status, you can:
Enter a status name
Choose a status color
Add an optional note
Define whether the status is assigned automatically or manually
If you select automatic assignment, you can set rules based on:
Consumption (spending range)
Number of nights (from–to)
Number of reservations (from–to)
Note: ‘Returning Guest’ is the default status automatically assigned to both primary and additional guests who have more than one reservation.
GUEST PROFILE
You can access a guest profile in two ways:
Via a reservation: go to the “Guests” tab
From the guest list: click on the guest’s name
The guest profile is organized into five tabs:
Profile
Details
Reservations
Logs
Documents
Under the Profile tab, you can see the guest’s name, surname, e-mail, phone number, CRM status, total reservation amount, average price per night, average length of stay, additional services, unit types booked, sales channel used for reservations, and market segment.
The Details tab provides more in-depth information, including the guest’s date of birth, gender, guest status (which can be manually updated if the option to edit CRM status is enabled), and interests. The GDPR & Marketing preferences apply only to reservations made via Rentlio Booking Engine, where the guest chooses whether to receive special offers and news. Further down, document information is displayed, such as country of birth and residence, citizenship, place of residence, and document number. eVisitor document details are also included, covering the type of arrival, document, service and tourist tax category.
If a guest is marked as problematic, their name will appear in red, accompanied by a prominent icon indicating a problematic guest.
In the Reservations tab, you can view all reservation-related information, including future, current, past, canceled, and no-show bookings, as well as offers per booker or guest. The total reservation amount, average price per night, and average length of stay are also displayed.
The Logs tab contains records of sent emails, including invoices and confirmations, card payment logs, and online check-in links.
In the Documents tab, you can access all invoices and prepayment invoices associated with the guest’s reservations.
Where are guest statuses visible?
Guest statuses are displayed throughout the application, helping staff deliver personalized service and make faster, informed decisions during every guest interaction.
Specifically, guest statuses appear on the following screens:
Dashboard – a quick overview of current guest statuses in the property
Reservations list – for planning and reviewing future reservations
Guest List – for analyzing the guest database
Exported Guest List – included in data exports
Guest Details on Reservation – for individual guest insights
Booker Entry (New Reservation) – visible when selecting a booker while creating a reservation
On screens where space is limited, the status appears as a colored dot next to the guest’s name.