Your guest directory (CRM)

Guests (in the sidebar, right after Bookings) is your CRM: every person who has booked or enquired, plus anyone you add by hand. It pulls together their stays, spend, ratings, messages and your private notes so you can look after returning guests and win back the ones who’ve gone quiet.

The list

• KPI strip — total guests, repeat-guest rate, average lifetime value, direct revenue with an estimate of the OTA fees you saved, and average rating left.
• Segments — All, VIP, Returning, New, Via OTA and Lapsed (no stay in 6 months and nothing upcoming). VIP simply means the guest carries a VIP tag.
• Search, filter & sort — by name/email/phone, by listing, channel or rating; sort by recent activity, lifetime value, stays or name. Everything lives in the URL, so a filtered view is shareable.
• Contactability — rows flag no email / no phone so you can capture the details you’re missing, and an All direct badge celebrates guests who never cost you a commission.

One guest, one record

A guest is matched on their email address. Whenever the same email turns up again — a second booking, an enquiry, or a contact you add by hand — Vilo updates that existing guest instead of creating a duplicate, and links the new booking to them. So someone who books twice stays a single record with their full history in one place. If they later create an account, their earlier email-only activity folds into it automatically.

Add a guest

Use Add guest to save a contact who hasn’t booked yet. Email is required (it’s how guests are matched). If the email is already on file, your details are merged into the existing guest rather than added as a new one. Tick the consent box if you have permission to email them — that’s required before they can receive broadcasts (POPIA).

Bulk actions & export

Select rows to Tag or Export them. The Export button downloads a CSV of the current filtered list — your guest list is yours to keep. You can also export a single guest as a vCard from their record.

The guest record

Open any guest for their full record:

• Identity — contact details, verification, tags, and quick Message / Call actions. The More menu adds: new booking for this guest, add a tag, export a vCard, and block (a display-only flag for now).
• Stat band — stays & nights, lifetime value, average rating, cancellations & reliability, and the next stay with a countdown.
• Tabs — Overview (next stay, recent activity, insights, pinned note), Bookings, Messages (reply with reusable templates), Payments, and Notes (host-only, pin the important one).

Every booking links to its guest record, and every booking on the record links back — so you can move between the two in a click.

Message templates

Save replies once under Inbox → templates and reuse them from the inbox, a guest’s Messages tab, and broadcasts. Use {{guest_name}}, {{listing_name}}, {{check_in}} and {{check_out}} as merge tokens.