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.
As reservations sync from Mews, 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.
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 queue when it isn't clear-cut. When the system can't tell who a number belongs to, the pair lands in a queue with a card on your dashboard and a Merge contacts screen where you decide
Open the dashboard card to see the pending pairs. From the Merge contacts screen you can confirm which guest owns the number, merge the two records, or leave them separate. Any switch can be undone from the decision that made it.
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 Mews. Fix the reservation in Mews if the PMS 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 Mews connection — the check runs on reservation data. See Understanding Mews Data Sync
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].
