Match and merge, phonenumber is for TA. Not guest.

Question

In the **Match and Merge** function for guest profiles, we often get suggestions to merge profiles based on phone numbers — but in many cases, the phone number in the guest profile actually belongs to the **travel agency**, not the guest.

This means the profiles often do **not** belong to the same guest, so we usually choose **“Keep separate.”**

Would it be possible to adjust the matching algorithm so that it **ignores certain phone numbers** (specifically those belonging to travel agencies) when matching guest profiles?

I’m also curious if other countries are experiencing the same issue — that **bookings from TA's via Amadeus** always lack the guest’s email and use the **travel agency’s phone number** instead of the guest’s.

I’d like to check if this problem is local or more widespread. Thanks for shedding light! 🌼

(sorry for the typo in the heading *match*. Couldn't correct after uploading) 😅

MattJones · Accepted Answer

The match algorithm can only be changed centrally by Mews (it is hardcoded essentially) so it would change for everyone, so there is no way to exclude a specific phone number.

The only way to out-manoeuvre this unfortunately is to switch off in the channel manager the receipt of telephone numbers with reservations if possible (channel manager would have to confirm if they can), With amadeus I think you have to raise a support request through them to change this or map the correct fields as sounds like the GDS mapping may be incorrect for the fields or restricted owing to them not wanting you to market to agent customers.

Robin Gustavsson · Answer

Hello,Very interesting - this issue has not been raised by any of our properties.Do you always encounter this with reservations from a specific channel? If so, have you talked to that channel about this?The only thing I find troublesome with the match and merge function is when guests book through sites like Booking.com, where we don’t receive the guest’s actual email address, and have future or past reservations at more than one of our properties. Since the phone number would be the same, and our hotels share guest profiles within the chain, a match and merge will be suggested for these profiles. This can result in emails containing information from hotel Y being sent to the address connected to the reservation at hotel X, as the email addresses generated by the partner are unique and linked to specific reservations.

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