Guest profile purge management and automation
Remove guest profiles from the CRS to meet regulatory requirements and maintain database cleanliness using automated rules and manual purge options.
The CRS provides guest profile removal capabilities to accommodate regulatory requirements, individual requests and database maintenance needs. You can remove guest profiles individually or configure automated rules to purge qualifying profiles on a schedule. User security roles control access to these functions, ensuring only authorized personnel perform profile purge operations.
Profile purging removes guest personal information only, reservation records remain in the system. Revenue reporting continues to reflect transaction data, though records will no longer be associated with specific guest profiles.
⚠️Important: Profile purging is irreversible once completed. Consider connected systems like PMS or CRM integration when establishing purge policies to ensure consistent data management across your technology stack.
Automated guest profile purge
The support team can configure automation rules in close consultation with each property or group to ensure security and prevent necessary data loss. These rules accommodate property-specific regulations and operational requirements.
Setup and configuration
Contact the support team [email protected] with the rules you plan to utilize automated purge functionality. The team will reconfirm your request as a safeguard measure. Automation rules may be modified at any time, though previously purged profiles cannot be recovered.
Rule parameters
Multiple purge automation rules may be configured with the criteria below.
Membership - Based on if there is data in the loyalty member ID field on the guest profile or not:
Membership: Field contains data.
Non-membership: Field is empty.
Profile Age - Time since profile creation, configurable in days, weeks or months.
Reservation Stay Age - Time since last reservation departure, configurable in days, weeks or months.
Sorting - Multiple rules may be assigned to a property. Rules apply in numerical order starting with one, progressing sequentially. Profiles meeting any one of the individual rules will be purged.
Active Status - Rules may be activated when ready to begin daily processing routines.
Chain versus property level considerations
Consider whether guest profiles are shared across multiple properties chain level or maintained separately for each property. For properties using both CRS and CRM, purge rules may be mirrored across both systems to maintain consistent profile removal timing.
Manual profile purge in CRS
Individual guest profiles may be removed manually by authorized users when specific removal requests arise.
Profiles with future reservations cannot be purged and the system blocks this action to protect active booking data. Only profiles eligible for purging will display when filtering with the eligibility check box.
Purge eligibility requirements
Profiles may only be purged if:
No future reservations are associated with the profile.
User has full permission for profiles in their security role.
Property has an established automated purge rule prerequisite for manual purging.
Purge process in the CRS
Follow the steps below to learn how to purge profiles.
Go to Profile menu.
Go to Guest.
Go to the Profile tab.
Enter the search criteria to locate the profile in the CRS:
First name, last name, city, email, phone and or loyalty member id.
Select eligible for purge checkbox to display only profiles meeting the requirements for purging.
If the profile is eligible for purging, the checkbox on the far right column will appear, check the box.
Click Submit.
Confirm the action in the warning pop up by clicking Yes or click No.
Purge queue management in the CRS
Profiles added to the purge queue may be removed within an hour if added in error as the purge processes every few hours. Use the purge queue tab to restore profiles to their previous status and return them to available reservation use.
Remove a purged profile from the queue in the CRS
Follow the steps below to remove a purged profile from the queue in the CRS.
Go to Profile menu.
Go to Guest.
Go to the Purge Queue tab.
Enter the search criteria to locate the profile in the CRS:
First name, last name, city, email, phone and or loyalty member id.
Date range.
Status of all, pending or error.
Click Search.
From the available records retrieved, check the box for Remove from Queue.
Click Delete to remove the profile from the purge queue.
Manual profile purge in voice application
The voice application provides similar individual profile purge functionality for call center operations to remove the profile from the CRS.
Purge process in the voice application
Follow the steps below to purge process in the voice application.
Go to Guest look up and the modal will appear.
Enter the search criteria:
Property, member number, first name, last name, email, phone/mobile, city, state or region.
Select eligible for purge checkbox to display only profiles meeting the requirements for purging.
Click Search.
If the profile is eligible for purging, the checkbox on the far right column will appear, check the box.
Click Update.
Confirm the action in the warning pop up by clicking OK or click Cancel.
Purge queue management in the voice application
Similar to CRS purging steps, profiles may be removed from the purge queue within an hour. The purge cycle applies consistently across both applications.
Remove a purged profile from the queue in the voice application
Follow the steps below to remove a purged profile from the queue in the voice application.
Go to Guest look up and the modal will appear.
Click Purge Queue.
Enter the search criteria to locate the profile in the CRS:
Property, first name, last name, city, email, phone and or loyalty member id.
Date range.
Click Search.
From the available records retrieved, check the corresponding box for Delete to remove it from the queue.
Click Delete to remove the profile from the purge queue.
Confirm the action in the warning pop up by clicking OK or click Cancel.
⚠️Important: An automated purge rule must be configured for the property before individual profile purging becomes available. This two-step approach ensures properties have established business practices around profile purging, as it is not a reversible action once completed.