Hi Community,

We are a hotel chain with multiple properties using Mews, and I’m reaching out to other hotel groups that share guest profiles across properties to ask how you are handling the "Match and Merge" functionality -particularly for guests booking through OTAs like Booking.com, where we receive a system-generated email address tied to a specific reservation.

When emailing this generated address externally, the message is delivered to the guest via their Booking.com account.

What we've noticed - and have seen happen - is that if the same guest has active bookings at multiple properties, and their profiles are merged, the communication can sometimes end up linked to the wrong booking.

Example:
Guest John Doe has a reservation at Hotel A next week.
He also has another reservation at Hotel B in a month.

A staff member merges the two profiles and chooses to keep the email address associated with the Hotel B booking.

Now, all communication related to John’s reservation at Hotel A (pre-arrival emails, payment confirmations, receipts, etc.) is sent to the wrong booking thread in the OTA’s extranet. This creates confusion and can easily lead to miscommunication.

Because of this, we’re finding that the Match and Merge feature isn’t really practical for us in its current form.


Is this something you’ve also encountered or considered?

How have you dealt with this?