Merging duplicate guests
Combine two records for the same person, choose what to keep, keep records separate, and undo a merge.
Sometimes one person ends up with two guest records, for example after booking with a new email. Merging combines them.
Before you start
Merging needs an owner or manager on a plan that includes advanced guest tools.
Spot duplicates
A guest profile may show Possible duplicate found, with Same email address, Same phone number or Same email and phone. ResRes only flags exact email or phone matches, never similar names. It never merges anything automatically.
Merge
- Open one of the guest profiles and choose Merge duplicate, or open the duplicate hint.
- Find the other record by name, email or phone.
- Review both records and choose Keep this guest for the one to keep.
- Where they differ, choose which name, birthday and internal VIP note to keep.
- Confirm. You'll see Guest records merged.
Bookings, contact details and history move to the kept record. The other record is kept on file as merged. Email preferences and unsubscribes aren't changed.
If the merge isn't possible, nothing is changed. For example, the guests together would have more than 12 tags.
Keep records separate
If two records only look linked, for example a family sharing a phone, choose to keep them separate. They then won't be suggested as duplicates through that shared booking.
Undo a merge
Open Merged records on the kept guest and choose undo. Undo is only possible when nothing has changed since: no newer booking, edit or later merge. Otherwise you'll see Undo unavailable with the reason.
Troubleshooting
- No merge option: check your role and plan.
- "These records cannot be merged": they've been marked to keep separate, or one has already been merged.