Contact and booking are different information
A contact address does not establish which booking or past stay belongs to a person. The conversation overview uses only reliable matches within your hotel account. Shared family addresses and similar names may require review.
Reviewing an unclear match
- Open the contact and travel information in the conversation and read any conflict notices.
- Compare the full name, contact details and available booking references.
- Correct missing data in the designated guest or contact area.
- Use the reassessment of the match if offered, then check the guest overview again.
No automatic marketing approval
A contact link, an offer or an email address provided in website chat does not create marketing consent. Email and WhatsApp are checked separately. Linked records should not be merged without a sound basis.