Introduction – What is this article about?
This article helps you identify and avoid common errors in the data transfer between your PMS system and Guestnet.
Accurate guest data is essential for features such as login to the My Stay area, automatic registration for activities, and viewing the room invoice.
Common issues and how to avoid them
Guest not found or login credentials invalid
A valid email address must be entered for every individual room guest in the PMS system – not just for the booker or the reservation.
Without an email address, no login is generated, meaning the guest cannot access Guestnet and will not receive any login credentials.
These guests cannot be registered for activities automatically, nor can you send them credentials manually.
Multiple rooms in one reservation
Even when a reservation includes multiple rooms, the rule is:
→ Each room guest must have their own unique email address.
✅ Correct:
Reservation 555
Room 123: Max Mustermann, Luise Mustermann
Room 345: Sarah Mustermann, Alex Mustermann
❌ Incorrect:
Reservation 555
Room 123: Max Mustermann
Room 345: Max Mustermann, Max Mustermann
Timing of email entry
The guest’s email address must be entered before check-in in the PMS.
→ Email addresses added after check-in may result in delays of up to several days.
Same email address for multiple guests
Each guest must have a different email address.
If two guests share the same email, the following issues may occur:
The invoice will not display correctly
The guest may be addressed by the wrong name
Other known limitations
Viewing the room invoice
Currently, guests can only view the invoice for one room per login.
Viewing multiple rooms under one login is not yet technically possible, but we are working on it.
Additional rooms not visible in the admin area
If only the first room of the main guest is shown under Current Stays in the Guestnet admin area:
→ Check in the PMS whether the same guest was assigned to multiple rooms.
→ Each room must be assigned to a different guest with a unique email address.
Still have questions?
Our Customer Succes team will be happy to assist you in setting up your guest data correctly in the PMS and connecting it to Guestnet:
📩 [email protected]