Guests & CRM

Guests is your CRM - the directory of everyone who has booked across your venues, with a rich profile behind each one. Open Guests from the main menu for everyone, or from inside a venue for just that venue’s guests.

The Guests directory

The directory has two subtabs - Dashboard (the list) and Network (the social graph) - with a search box and a venue filter. The list columns are Name, Email, Phone, Membership, Source, Visits, Sidedoor Score, Auto tags and Tags.

Source - how the guest entered the directory: Import (added from a spreadsheet or contacts upload), Direct (booked directly), Widget (came in through a booking widget on your own site) or Staff (added by your team).
Sidedoor Score - the guest’s 0–100 global reputation score, the same value shown on their profile. A guest who has no score yet shows a placeholder dash instead of a number. See Score & loyalty.
Auto tags - the read-only automatic loyalty tags Sidedoor assigns from a guest’s behaviour (loyal, reliable, big spender, risk, well connected). These are system-assigned - you can’t edit or remove them.
Tags - the client tags applied to the guest, the ones you add and manage yourself from their profile.

Filters

Find the right guests with filters on:

Tier - membership tier.
Source - how they entered the directory: import, direct, widget or staff.
Visits - how many times they’ve been.
Rejections - how often they’ve been declined.

Score filtering isn’t on this panel - you can filter guests by Sidedoor Score on your Bookings list instead (see the tip below).

The Network

The Network subtab shows the guest social graph - how your guests are connected to one another. It’s useful for spotting groups, regulars’ friends and who tends to come out together.

The guest profile

Select a guest to open their profile - an actionable profile built to answer the question you actually have at the door or the inbox: should I accept this booking, and how reliable is this guest? It has five tabs: Dashboard, Activity, Booking History, Vouchers and Preferences.

Dashboard

A single decision-making view of the guest, built from their whole history with you.

Should I accept this booking?

Recommended action - a headline call with a one-line reason: Accept automatically, Accept, Take a deposit, or Review before accepting. It weighs no-shows, door rejections, repeat visits, membership and the Sidedoor Score so your team makes consistent decisions.
Trust verdict - a single reliability read (Highly reliable, Reliable, Unproven, Some risk or High risk) that distils their visits, no-shows, door rejections and Sidedoor Score, so you don’t have to piece it together from the tiles.
Recognition badges - quick at-a-glance flags a guest has earned, such as Loyal, Never no-showed, Voucher buyer, Early booker or Event regular.

How they book

Booking behaviour - their usual booking day, typical lead time, preferred party size, turn-up rate and events attended.
When they come - a heatmap of the days and times of day they tend to book, so you can see their habits at a glance.

Who they are

Reliability tiles - Sidedoor Score (a 0–100 reputation score, with a small up/down arrow showing whether it has risen or fallen recently - see Score & loyalty), Membership tier, Confirmed Visits, No-shows and Door Rejections.
Sidedoor loyalty - the guest’s loyalty points earned at your venues, their network loyalty tier (Bronze / Silver / Gold) and a progress bar toward the next tier, alongside the read-only automatic loyalty tags Sidedoor assigns from behaviour (loyal, reliable, risk, and so on).

What they do with you

Approval rate - a donut showing the share of requests you approved.
Activity - last 12 months - bars of their activity over the past year.
Top venues - the venues they book with most.
Activity by product - compact cards summarising the counts that matter for each product: Reservations, Events, Guest list and Vouchers. A card only appears where the guest has activity in that product.
Spend breakdown - what they’ve spent at your venues, split across events & tickets, vouchers and deposits, plus secondary tiles for last visit, average party size, total spend, repeat venues and whether they’ve installed the app.

Predictions (Advanced BI add-on)

Where the Advanced BI add-on is enabled on your account, the profile adds forward-looking predictions for the guest: attend likelihood, cancel risk, churn risk and predicted value, plus VIP and recommend a deposit signals where they apply. These build on the same forecasting the analytics tools use.

Without the add-on you’ll see a locked preview of these cards with an Upgrade to Advanced BI prompt - so you can see exactly what unlocking it adds.

Activity

A unified timeline of everything the guest has done at your venues - visits and vouchers together, most recent first - so you can scan the whole relationship in one feed.

Booking History

Every booking the guest has made, across your venues, so you can see the full relationship before making a decision. Each row shows the venue, the booking’s Type (Reservation, Event or Guest List), the date, party size and status.

Narrow the list with filters for Type, status, venue and a date range (From / To). When the range you pick covers both future and past dates, Sidedoor splits the results under Upcoming and Past headers so you can see what’s still ahead at a glance, separate from what’s already happened.

Vouchers

The vouchers this guest holds, whether they bought them or received them as a gift. The tab opens showing their active vouchers, with a search box and filters for Status and Venue, plus sorting and paging for a long list. Each row shows the voucher’s code, venue, amount, purchase date, expiry date and status.

Opened from inside a specific venue, the tab shows only that venue’s vouchers, plus any from other venues in the same venue group with shared gift vouchers turned on.

Preferences

Where you manage the guest’s private notes, marketing profile and client tags:

Internal notes - freeform notes about the guest that only your team can see. Add and remove them here.
Marketing profile - how the guest engages with your marketing: their email open and click rates (from your own campaigns only), whether push notifications are enabled, their favourite category and their birthday.
Client tags - the tags you apply to the guest yourself - see below.
Automatically applied tags - client tags placed by your venue’s tag rules (Settings → Tags → Tag rules). This list is read-only here: you can’t add or remove these by hand, only the rule controls them.
Automatic Sidedoor loyalty tags - the same read-only, behaviour-based tags shown on the Dashboard, listed here for reference alongside the tags you can edit.

Client tags

Client tags let you label guests - “VIP”, “birthday”, “no-show risk”, “regular”

so your team makes consistent decisions. Tags come in two scopes:
Global - apply across all your venues.
Per-venue - apply only at a specific venue.

Add and manage tags from a guest’s Preferences tab. The available tags (both system and custom, with their categories) are configured per venue under Settings → Tags.

Tag rules

Beyond the tags you add by hand, you can set up tag rules under Settings → Tags → Tag rules that apply a client tag automatically to every guest matching conditions you set - a bit like marketing segments, but for tagging. A daily sync keeps them current: it adds the tag to newly-matching guests and removes it when a guest no longer matches, or when you delete the rule.

Rule-applied tags show on the guest’s Preferences tab in a separate, read-only Automatically applied tags list, kept apart from the tags you add yourself and from Sidedoor’s automatic loyalty tags. You can’t remove a rule-applied tag by hand - to stop applying it, change or delete the rule.