Hotel phone numbers get reused. A front-desk line gets typed onto a reservation, a partner's mobile is used for the next booking, a carrier recycles a number to someone new. When a reservation shows that a number now belongs to a different guest, Hello Hotel reassigns it — so today's check-in text goes to the guest arriving today, not to whoever had that number last month.
What Hello Hotel does automatically
As reservations sync from your PMS (Mews or Cloudbeds), Hello Hotel checks whether a phone number has moved from one guest to another and reassigns it before your automations fire. There's nothing to switch on; it's on for every organization.
What you'll see
A banner on the previous guest's thread. The guest who lost the number gets a notice explaining that the number moved to another contact
No texting on that thread. Because there's no longer a number to text them on, the SMS option is removed from that guest's composer until a new number is on file. Calls, notes, and history stay put
A conflict when it isn't clear-cut. When the system can't tell who a number belongs to, the contacts are flagged on the guest detail panel, in the contact list, and on the Contact conflicts screen, where you decide. See Contact Conflicts
Reviewing and undoing a switch
Go to Contacts → Contact conflicts to see everything that's waiting. For each number you can keep it with one contact, give it to the other, merge the two records, or ignore the conflict. Any switch can be undone from the decision that made it. See Contact Conflicts for the full walkthrough.
Good to know
The old guest isn't given a new number. If their number moved, they have no textable number until one is added to their record or a new reservation brings one in
Undoing switches in bulk doesn't write phone data back to your PMS. Fix the reservation in your PMS if that record is what's wrong
Hand edits win. If a team member has already edited one of the records by hand, Hello Hotel leaves that pair alone rather than reversing the edit
Requires a PMS connection — Mews or Cloudbeds; the check runs on reservation data. See Understanding Mews Data Sync or Connecting Cloudbeds
Still need help?
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].