# Guests

> The person rather than the booking — their history with you, what they need, and whether now is a good moment to sell them something.

Source: https://docs.santara.ai/daily/guests/

A **guest** is a person, not a reservation. The same person across three stays is one record with
a history, matched across channels wherever the channel gives us enough to match on.

## The directory

Guests are listed with the ones needing attention first — **risk, priority messages, or a live
revenue opportunity float to the top**, rather than the most recent arrival. Search by name,
intent, language or channel.

Each row carries the guest's current stay, their score, and why they are where they are in the
list.

## What a guest record holds

- **Every stay** they have had with you, on any channel.
- **Their messages**, across those stays.
- **Their reviews**, and yours of them.
- **Tone, intent and urgency** read from what they have written.
- **Special needs and occasions** they have mentioned — an anniversary, a late flight, a
  wheelchair.
- **A guest score**, described below.

## The guest score

A single number summarising how a guest has been to host: how they communicate, whether stays
went smoothly, whether anything is unresolved.

Two things it is for:

1. **Prioritising your attention.** An unresolved complaint or an access issue outranks a routine
   question.
2. **Deciding whether to sell.** A guest in the middle of a complaint is not a guest to offer a
   late checkout to, and [upsells](/money/upsells/) are suppressed for exactly that reason. The
   record says *"suppressed by guest issue"* when that is why nothing is being offered.

It is a read on the stay so far, not a character judgement, and it is never shown to the guest.

## The trends

Two 90-day charts, and a breakdown of the guests currently in view:

- **Average score by stay date** — whether the quality of your bookings is moving.
- **Guests in house by date** — volume, which is what the score should be read against.
- **Distribution** by booking channel and score band. If one channel brings consistently harder
  guests, this is where it shows.
- **Performance** — revenue, loyalty and quality signals across the guests in view.

## Using it before you reply

The most useful habit: open the guest before answering a complaint from someone on their fourth
stay. The answer is usually different from the one you would give a first-timer, and the record
tells you which you are dealing with in about two seconds.