Guests: where from and guest profile

Guests is in Hotelmente AI and has two tabs:
- Where from: where your guests come from, how many travel together and when, the bookings with no country and what Hotelmente knows about your guests.
- Guest profile: who books (estimated), returning guests, how each country travels, who cancels and how many guests you can email directly, with a ✦ AI reading.

The page opens on Where from.

The last 12 months, counted from the bookings that arrived in that time (cancellations left out). The headline sums it up, for example 1,240 bookings and 2,610 guests. 48% come as couples; most come from the United States, Costa Rica, Canada. Then four figures:
- Guests, with the number of bookings.
- Average group: people per booking, adults plus children.
- Families: the share of bookings with children.
- Countries: how many countries, and the share of bookings with a known country.

Alerts below point to bookings with no country, which Hotelmente can often fill in, and to the month when families come most, a hint for a family package.

A world map with a circle on each country, bigger for more bookings (hover for the numbers), and a list of every country with its flag, from the most bookings down. For each country: its share of the bookings with a known country and the number of bookings, the average stay in nights, how many days ahead they book, the average group size and, when there are any, the share of families. It comes from the guest country on each Cloudbeds reservation, completed by Hotelmente where it was missing.

Expedia does not pass the guest’s country to your hotel, and some other channels leave it blank too. Under the country list, Hotelmente shows how many bookings have no country and from which channels.

To fill them in, Hotelmente reads each of those bookings once from Cloudbeds and takes, in this order: the guest’s country, nationality or ID document country if your team entered them, and otherwise the international calling code of the guest’s phone (+1, +44, +49…). On +1 the area code tells the United States, Canada and the Caribbean apart. Only the two-letter country is kept; the phone number itself is never stored.

Hotelmente already looks up a small batch of bookings with no country after each sync. Find missing countries, under the country list, looks up all the ones still pending, for bookings up to two years back. It takes a few minutes; the page updates by itself when it ends and says how many countries were found from phone codes.

When every booking has been checked, the page says the rest have no phone with a country code: numbers written without + or 00 in front do not tell the country. Asking for the country at check-in fixes those for good.

Two views of the last 12 months:
- Group size: the share of bookings with 1, 2, 3, 4 and 5 or more people, adults plus children.
- Who they are: Couples (2 adults, no children), Families (with children), Friends & groups (3 or more adults) and Solo travellers (1 adult), each with its share of bookings, its average stay and its share of room revenue.

Use it to decide which rooms and packages to feature: many groups of 3 or 4 adults make a case for triples or connecting rooms; a high family share, for kids’ activities and family packages.

Arrivals for each month of the last 12 months: a bar split by colour into couples, families, groups and solo travellers, the number of bookings, and the flags of the three countries that sent the most guests that month (hover for the counts). It shows when each kind of guest comes, so you can time offers: a family package for the months families arrive, a couples’ escape for the months couples dominate, an offer in a market’s language before its season.

Only in Guest profile, and it is marked as estimated. Cloudbeds records the gender of the person who made the booking on very few reservations, so for the rest Hotelmente estimates it from the first name on the reservation, on its own server, and keeps only the result for that booking. Who your guests are says how many were recorded and how many estimated. It describes who made the booking, not everyone in the room, and Cloudbeds does not record guests’ age. The Where from tab does not show a gender split.

At the bottom of Where from, one row per field your property system gives for a booking: how often it is usually filled in, what Hotelmente does with it and what it is used for.
- Kept: country (country only), adults and children (numbers only), and dates, nights, channel, rate and room.
- Read when sending, not kept: email, phone, first name and marketing consent.
- Not used: city or address, and gender.
- Never read: birth date and ID document, which stay in Cloudbeds only.

• Languages: write your offers and social posts in the languages of your top markets.
• Marketing timing: a market that books 90 days ahead needs its offers three months before the stay.
• Holidays: your top countries’ public holidays already feed the Calendar.
• Packages: large average parties from one country suggest family rooms or group offers.

No. Hotelmente keeps booking-level facts such as stay dates, nightly rates, channel, party size and the guest’s country, but not names, emails or phone numbers. For Guest profile it also keeps, per booking, the booker’s gender (recorded or estimated), the kind of email (personal, company or OTA relay) and a one-way code made from the email with a secret salt, which recognises a returning guest but cannot be turned back into the address. When a country is found from a phone code, only the country is kept.

No. Guests shows totals by country, type of trip and month, not individual guests. For a guest’s profile and history, use Cloudbeds. This keeps Hotelmente useful for decisions without copying personal data.

Open Guests → Guest profile and look at Guests you can email directly. It counts bookings with a personal email address, apart from OTA relay addresses (Booking.com, Expedia and similar forwarding addresses), which only reach the guest through the OTA. Only the counts are shown; Hotelmente never stores the addresses.

Booking.com, Expedia, Agoda, Airbnb and similar sites often give the hotel a forwarding address instead of the guest’s real email. Messages about the stay are delivered through it, but promotions must not be sent there. Guest profile counts them apart from personal emails.

Every direct booking saves the OTA commission. Common steps: ask OTA guests for their personal email at check-in, offer a direct rate to repeat guests, link every social post to your direct booking page, and check in Competition → Prices → Your price on each booking site that no site sells you cheaper than your own website. Financial shows what each OTA really leaves you after commission.

If a large share of stays include children, family packages sell: connecting rooms, a transfer plus tour bundle, kids’ activities. By time of year shows the months families come, and Frontdesk → Concierge → Sales shows whether families spend more on extras than adults-only stays.

Where from uses the synced reservations, so it is as current as the last sync; countries found from phone codes are kept through later syncs. Guest profile is built from your Cloudbeds guest list when someone clicks Build guest profile, and refreshed with Update guest profile. Contact coverage is a snapshot from the moment someone clicked Check contact coverage; click Check again to refresh it.

They count different things. Where from always covers bookings that arrived in the last 12 months, cancellations left out, and uses the country after Hotelmente filled in the missing ones. Reservations counts arrivals in the window you choose, and its Guest countries table shows only the top eight. Use Guests to know your guests and Reservations to follow a period.

Everyone on the hotel’s team, including viewers. Guests only shows totals, so nobody sees individual guests’ contact details there. Viewers cannot build or update the guest profile, run the AI reading or click Find missing countries.

Guest profile goes beyond the country: who books, who comes back, how each country travels and who cancels. The first time, click Build guest profile: Hotelmente reads your guest list from Cloudbeds, which takes about a minute, and keeps only statistics per booking, no names or emails. Click Update guest profile later to bring in new guests. Choose 12 months or 24 months at the top.

A booking counts as returning when the same Cloudbeds guest, or the same personal email, stayed before. The email is compared through its one-way code, never stored as an address. The panel shows how many bookings came from returning guests, what they were worth and their share of revenue, and which countries most returning guests come from. Bookings made with an email used on many bookings (a travel agency or the front desk) or with the hotel’s own email are left out, and the page says how many.

• Who books, by country: for your top countries, the average stay, spend per night, how far ahead they book and the share that comes through OTAs, direct and OTA bookings together.
• How each country travels: for your top countries, the bookings of couples, families (with children), groups (3 adults or more) and solo travellers.
• Who books, by type of trip and Each type of trip: the same figures by type of trip, and the day of the week each type arrives.

Use it to decide which market to target with which package, and when.

The share of bookings cancelled for stays in the period, by country, by type of trip and by how far ahead they booked. If one market or long-lead bookings cancel far more, a deposit or a non-refundable early rate for them protects your occupancy.

The share of bookings where the guest gave their own email, personal or company, as opposed to an OTA relay address or no email (Booking.com, Expedia and similar forward messages but must not receive promotions). These are the guests you can invite back with a direct offer, if they opted in to marketing.

Click Analyze with AI and, in about 20 seconds, the AI reads these statistics and writes, in your language, what they say about your guests and What to do with them, such as which market to target, which package to offer or where cancellations need a deposit. It receives only the totals on the page, never names or emails.