Why is Total revenue higher than what the guest has actually paid us?

Because it is what their stays were charged, not what has been settled. A future booking that is confirmed and unpaid is in the figure, and a deposit taken last month is not deducted from it. For what somebody owes right now, open the booking and read its folio.

I archived a note by mistake. Is it gone?

No. Switch the segmented control to Archived Notes , open the row menu on the note and choose Restore . It goes back to the active list with its original text, author and date. Archiving is a soft delete and exists precisely so that the real delete is rarely needed.

Does editing a guest here change their past reservations?

It changes the person, so anywhere Prostay shows their name, address or contact details from the guest record, it shows the new version. Documents already issued against a past stay, such as an invoice that has been sent, are not rewritten. Correcting a misspelt surname before an invoice goes out is the right moment to do it.

Where do I delete a document from a guest?

Not from this tab: it offers Download and nothing else. ID scans can be removed from the Passport panel on a booking that guest is on, so if you are clearing documents to meet a retention policy, that is the place to do it.

What is the difference between this page and the Guest tab on a reservation?

This page is the person across all of their stays. The Guest tab on a reservation is the party travelling on that one booking. They share the same underlying record, so an edit made in either place shows in both, but adding somebody to a booking by typing their details in again creates a second profile rather than reusing this one.

The guest profile - Prostay Help

A guest profile is what Prostay remembers about one person across every stay they have ever had with you: how to reach them, where they live, what document they were registered on, what they have spent, and what your team has written down. It is the record a returning guest arrives with, which is why the state it is in decides how much of their history the desk can see at seven on a Friday evening.

The page

One person, four tabs and a rail. The rail is the summary; the tabs are the detail.

The header. Their name, the guest status button, and Create New Reservations, which starts a booking with this guest already attached to it.
The rail. Who they are and what they are worth: contact details, four lifetime figures and the marketing consent switch, with Save Changes underneath.
The tabs. Details, History, Notes with a count on it, and Documents.
The panel. Opens on Details, which is a form in four cards.

The contact rows in the rail are the short version of the Contact information card: the email address as a live mail link, the mobile number if there is one and the landline if there is not, and the country. Everything in the rail except the tiles is editable somewhere on the page.

The four tiles

Lifetime figures for this guest, not figures for the page of history underneath them.

Tile	What it counts
Reservations	Every stay this guest has that was not cancelled, for as long as they have been coming. This is the same count that decides whether the directory marks them a repeat guest.
Nights stayed	The nights on those same stays added together. A cancelled week does not appear here either.
Total revenue	What those stays came to in full, in your property's currency. It is what was charged for the stays, not what has been paid, and not their bar spend unless that was posted to the room.
Last visit	The arrival date of the most recent stay that has already started. A booking for next month does not move it, so this tile answers "when did we last see them" rather than "when are they next in".

Guest status

The statuses your property has defined, plus No status. Choosing one saves it immediately.

The button at the top right carries whatever status this guest has, or Select Guest Status when they have none. The list underneath is the set of active statuses your property has defined in general settings, so what you see here depends on how your property has set it up.

A status is a judgement somebody made, not something Prostay works out. It sticks until a person changes it, it shows as a badge beside the guest's name in the directory, and it is one of the filters there, which is what makes it useful: VIP is only worth setting if somebody is going to pull the VIP list before a busy weekend.

The Details tab

Who the guest is. Country here is the nationality the rest of Prostay reads.

Four cards, and every field on all four is editable in place. Nothing is written until you press Save Changes in the rail, which stays greyed out until you have actually changed something.

Card	Fields	What they feed
Personal information	First Name, Last Name, Date of Birth, Gender, Birthplace, Country, Company Name, Company Tax ID Number	The name is what appears on bookings, invoices and the directory. Country is nationality as well as country, and it is what the Country filter in the directory matches. The two company fields are for a guest whose employer is being invoiced.
Contact information	E-Mail, Phone, Mobile, Guest Tax ID Number	The address is where confirmations go, and it is the field Prostay uses to recognise a returning guest. The two number fields accept digits and a leading plus and nothing else, so spaces and brackets are refused as you type.
Address	Street Address, Apt, Suite, Floor etc., City, Province / State, Postal / ZIP Code	The billing address on an invoice. Worth filling in for anybody travelling on business, because it is the thing their finance department will reject the invoice over.
Identification document	Type of Document, Document Number, Document Issue Date, Document Issuing Country, Document Expiration Date	The document the guest was registered on, typed out. In most jurisdictions this is the part of the record a police or tourism return is filed from.

The document the guest was registered on. These are typed details, not the scan itself.

These five fields are text and dates. The scan or photograph of the document is a separate thing and lives on the Documents tab. A profile can easily have one without the other, and the passport number being present here is no guarantee that anybody kept a copy.

Marketing consent

The switch under the tiles records whether this guest has opted in to marketing and promotional content. It is a record of their answer, not a setting you choose on their behalf, and it is the field that decides whether they can lawfully be included in a mailing.

It behaves like the rest of the form rather than like the status menu: flipping it turns on Save Changes, and the change is not written until you press it. Leave the page without saving and the switch goes back to where it was.

The History tab

Every booking that carries this guest email address, cancellations included.

Every booking this person is on, newest arrival first, with the booking number, the dates, the accommodation type, the status and what the stay came to. Future bookings are in the list as well as past ones, which is why the column is a status badge rather than a tick.

The search box matches booking numbers only, not dates or room types. Rows do not open: to work on one of these bookings, take the booking number and open it from the reservation list, which is also where everything you can do to a booking is documented.

Export writes this guest's history to PDF or Excel through the same field picker used elsewhere in Prostay. It exports the whole history rather than the page you are looking at, and it respects the search box, so a booking number typed in the search narrows the file as well as the table.

The Notes tab

Notes are written on the left and read on the right. The counts sit on the segments.

This is the part of the profile that earns its keep. A note here is attached to the person, so it is waiting for whoever opens their profile in two years: the firm mattress, the late arrival, the anniversary. The count on the Notes tab is active and archived notes together, while the counts on the two segments split them.

Type the note in Add New Notes. Save Note stays greyed out while the box is empty or holds only spaces.
Press Save Note. The note appears at the top of Active Notes straight away, stamped with the date and time.

Column	What it holds
Created on	When the note was first written. The list is ordered by this, newest first.
Updated by	Who last changed it. Prostay fills this in from the account that made the change; you never type it.
Last updated on	When that happened. On a note nobody has edited it matches Created on. Archiving or restoring a note counts as an update and moves this date.
Notes	The text itself, wrapped rather than truncated, so a long note makes its row taller.

Archiving, restoring and deleting a note

Three things you can do to a note. Only one of them is reversible.

Archive takes a note off the active list without losing it. Use it for anything that has stopped being true: the cot they needed when the baby was small, the corporate rate that has since changed. Edit opens the text for changes and stamps the note with the time and whoever made them.

Archiving moves a note here rather than deleting it. The count on the segment is how many are waiting.

Switch to Archived Notes to read them, and use Restore in the row menu to put one back on the active list. The round trip is lossless: the text, the author and the original date all come back.

The Documents tab

Files attached to the person. They follow the guest to the next booking.

Files kept against the guest rather than against one stay: passport and ID scans, a signed registration card, a company letter authorising billing. Any passport or ID image uploaded from a booking appears in this same list, which is the point of it. A returning guest arrives with their documents already on file.

Press Upload File and pick a file. It uploads as soon as you choose it, without a separate save.
Check the row. The file name and the upload time appear in the table. The row menu holds Download, which opens the file in a new tab.

There is no delete on this tab, so treat an upload here as permanent from the desk's point of view. ID scans can be removed from the Passport panel on a booking the guest is on, described in Guests on a reservation.

The profile and the guests on a booking

These are two views of the same person and it is worth being clear about which one you are in. This page is the person: one record, every stay, the notes and the documents. The Guest tab of a reservation is the party travelling on one booking, which may be four people of whom only one made the reservation.

They are joined at the guest record. Edit somebody from a booking and you are editing this profile, so the correction shows up on their next stay as well. Add a guest to a booking by typing them in from scratch, though, and Prostay has no way of knowing they are the same person as an existing profile, and you get two records with half a history each. The existing-guest picker on the booking is what prevents that, and the duplicate filter described in Finding a guest is what finds it after the fact.

Create New Reservations in the header works the other way round: it starts a booking with this guest already attached, which is the safe way to take a repeat booking over the phone.

Things that catch people out

What you see	Why
Save Changes is greyed out	Nothing on the form has changed yet. It turns on as soon as any field or the marketing switch differs from what was loaded.
You pressed Save Changes and nothing happened	The email address is not valid, so the save was refused. The field itself shows the error; nothing else on the page does.
The status changed before you saved	The status menu writes immediately and on purpose. It is the only control on the page that does.
Reservations does not match the number of rows in History	Cancelled bookings are in the history and out of the tiles. Read the Status column.
Last visit is older than a booking you can see on the History tab	That booking has not started yet. The tile only counts stays that have already arrived.
A document number on Details but nothing on Documents	Somebody typed the passport details in and nobody kept a copy. The two are recorded independently.
A red banner saying the profile did not load	The record could not be fetched. Nothing has been saved or changed. Reload, and if it keeps failing the guest record may have been deleted.

The guest profile