If you want to prevent a guest from making reservations online, you can mark them as banned in Firefly.
Last Updated: November 13, 2024
Link to Feature: https://app.fireflyreservations.com/Guests then search for the guest (or click here)
This article applies to the following:
- All Firefly Users have access to search and view guest information
Quick Links
How the "Banned Guest" rating works.
How does staff know if a guest is banned?
How do I find a list of banned guests?
Overview
Banning a guest can help prevent troublesome or unwanted guests from booking their own reservation online. This action is completed on the guest profile and can be done for any guest in 2 quick steps.
How to Ban a Guest.
1. Navigate to the guest's profile.
From a reservation, go the Guest tab > click edit guest
From anywhere in Firefly, click on Guests > Search Guests > enter the guest's information then click Search > click on the guest profile to open it
2. Enter the Banned Guest Rating
Under the Guest tab on a guest profile, click the Guest Rating dropdown. Click Save.
NOTE: It may be possible for a banned guest to book a new reservation online if the contact information used is different than the existing guest profile.
To learn more, check out the section How the Banned Guest rating works.
How the "Banned Guest" Rating Works.
When guest information is entered to complete a booking, Firefly looks for an existing guest profile by searching for combinations of contact information. It looks at first and last names, address, phone number, and email.
If a profile match is found: Firefly checks the existing profile's guest rating for a Banned status and responds as needed. Guests booking online through the reservation portal will receive a special message and not be allowed to complete their booking. Staff booking internally through the front desk will see a notification that warns of the guest's banned status. Then, the staff member can choose to proceed with the booking or cancel the process.
If no combination of contact information returns a match: Firefly creates a new guest profile. Firefly will not have a rating for the new guest so it may be possible for a banned guest to book a reservation. For example, if a Tom Smith attempts a reservation booking with the same email he previously used then his profile would get matched up with his banned rating. However, if he entered a different email, phone number, or address then there would be no match and he would be able to make a reservation.
What does a banned guest see?
When a banned guest tries to book a reservation from the Reservation Portal, they receive this notification if entering the same name and contact information entered in the banned guest profile.
How does staff know if a guest is banned?
When selecting a guest to book a reservation, the guest rating is displayed next to the guest's contact information. To help ensure a banned status is noticed, this rating is surrounded in red.
Additionally, an extra warning appears if Select Guest is clicked for a banned guest.
How do I find a list of banned guests?
Firefly offers a Guests report you can filter by a specific guest rating. Go to Reports > Reservations section > click on the Guests report, as pictured below.
Enter the appropriate date range then click the Guest Rating dropdown and select Banned.
