The Bulk Guest Import feature allows administrators to upload guest records in bulk via a CSV file from the Guest Management page, with field mapping, deduplication, and marketing consent handling built into the import process.

Overview

The Import Guests function on the Guest Management page enables you to onboard large volumes of guest data into RMS from a CSV file. Rather than creating Guest Profiles one at a time, you can upload a spreadsheet of guest records and map each column to the corresponding RMS guest field using an Import Wizard.

During import, RMS automatically checks for duplicate profiles using deduplication rules based on email address or a combination of name and phone number. If a match is found, the existing record is updated rather than creating a duplicate.

Before You Begin

Before starting a bulk guest import, ensure the following:

• Your CSV file contains at least one valid header row with column names.
• Email addresses and phone numbers in the file are in a valid format.
• Any tags referenced in the CSV already exist in RMS. Tags that do not exist or are inactive will be skipped during import.
• Your user account has the Allow Bulk Guest Import and Update permission enabled.

Supported Guest Fields

The following RMS guest fields are available for mapping during the import process:

Security Profile Access

Access to the Import Guests function is controlled by a dedicated Security Profile permission:

If this permission is not enabled for your Security Profile, the Import Guests button will not be visible on the Guest Management page. Contact your System Administrator to request access.

Guide

In the side menu of RMS, go to Reservations > Guest Search.

1. Click Import Guests.
   
    
2. Click Upload or drag and drop your CSV file into the upload area.
3. Select Next.
   RMS validates the file format automatically. If there are issues with the file (for example, missing headers or invalid email/phone formats), error messages are displayed. Correct the issues in your CSV file and re-upload.
   
    
4. Map each RMS guest field to the corresponding column in your CSV file using the dropdown menus. Each dropdown displays the column headers from your uploaded CSV.
   Select the RMS field as "Ignore" if a CSV column is not needed.
5. Select Start.
   

The import runs asynchronously in the background, so you can continue working in RMS while it processes.

Once complete, you will receive an onscreen notification.
If any records failed to import, the notification will display the number of failed records.

Deduplication

During import, RMS checks each record against existing guest profiles to prevent duplicates. The deduplication rules match on either of the following:

• Email address - if the email in the CSV matches an existing guest profile.
• Name and phone number - if both the guest name and phone number match an existing record.

When a match is found, the existing guest record is updated with the new data from the CSV rather than creating a new profile. This ensures your guest database remains clean without duplicate entries.

Tags Handling

If your CSV includes a Tags column, the values should be comma-separated within a single cell (for example: VIP, Conference Attendee, Loyalty). During import, RMS processes each tag as follows:

• If the tag already exists in RMS and is active, it is applied to the guest profile.
• If the tag does not exist in RMS or is inactive, it is skipped with a warning.

Marketing Consent Handling

The import supports per-channel marketing consent via two optional CSV columns:

Consent merge rules apply during deduplication to prevent accidental overwrites.
Specifically, an existing opt-out on a guest profile is not reset to opt-in unless the consent column is explicitly mapped and contains a "Yes" value.
This protects guest preferences that have already been recorded in RMS.

Audit Logging

The audit record captures:

• User who performed the import (the logged-in user).
• When the import was executed (timestamp).
• Summary of results, including the number of records created, updated, skipped, and failed.

Each guest record that is created or updated via a bulk import is flagged with Source = CSV Import, making it easy to identify records that originated from a bulk upload.

Frequently Asked Questions

What happens if my CSV contains a tag that does not exist in RMS?

The tag is skipped during import. It does not cause the guest record to fail. All other mapped fields for that record are still processed normally.

Can I import guests without an email address?

Yes. Email is not a mandatory field. However, deduplication will rely on name and phone number matching if no email is provided. Ensure your CSV includes sufficient identifying information to avoid duplicate profiles.

Will the import overwrite existing guest data?

When a duplicate is detected, the import updates the existing record with the mapped CSV data. However, consent fields follow merge rules that prevent accidental overwrites of existing opt-out preferences.

Can I undo a bulk import?

Bulk imports cannot be reversed automatically. Review your CSV data carefully before importing. You can identify imported records using the Source = CSV Import flag on each guest profile.

How long does an import take?

The import runs asynchronously in the background. Processing time depends on the number of records in your file. You will receive an onscreen notification when the import is complete.