Touchstay CRM helps property managers organise and manage guest data in one place. The contacts page lets you view, search, filter, import, and export guest contacts, as well as track stay history. It’s built to make guest follow-ups and marketing simple and efficient.
Table of contents:
What You Can Do with the CRM
🧾 Contact List Creation
Guest data is collected automatically from:
Guidebook forms
PMS reservation syncs
Manual contact entry
Message Hub
When invitations are created from integrations, the guest will automatically be added as a contact
Invitations created manually will also create a contact based on the guest's information
All Contacts
👤 Contact Record
Each guest appears as a card in your CRM list. You can see:
Booking status (Booked, Active, Completed, Cancelled, No-Show)
Email address
Number of stays
Country
Last stay date
You can edit details using the 3-dot menu or by opening the full profile view.
➕ Add Individual Contact
You can manually add a new guest via a pop-up form with these fields:
First Name and Last Name (required)
Email (required)
Phone number
Language
Country
🔍 Search and Filters
Find the right contact in seconds:
Search in real time by name, email, or phone
Use collapsible filters (guide, status, product, stay)
📤 CSV Import & Export
You can manage contacts in bulk:
Go to the Import tab to upload a CSV file
Download the official Touchstay CSV template from the import dialogue
The system checks that the uploaded file matches the template format
If it’s correct, you’ll see a success message confirming how many contacts were uploaded
You can also export filtered or searched results to a CSV file for follow-up or marketing
🧰 CSV Template
When uploading a CSV file, make sure your file includes these columns:
Column | Requirement |
First Name | Mandatory |
Last Name | Mandatory |
Mandatory | |
Phone Number | Optional |
Country | Optional |
Language | Optional |
If your file does not match this structure, the upload will fail, and you’ll get an error message.
Contact Record
From the contact list, a selected contact will show the following:
Total stays
Total orders
Total upsell revenue
Contact information (email, phone number, and country)
Below the contact information, the three main contact tabs can be viewed: Stays, Intercations, Orders
🏡 Stays Tab
Every stay is displayed in a clear, card-based format with:
Property name and thumbnail
Check-in and check-out dates
Number of nights
Source and channel
Booking status (Booked, Active, Completed, Cancelled, No-Show)
⚡ Interactions Tab
Historical record of your communication with your guests:
Guide name
Message type
Sent status
Message date sent
🛒Orders
You may review a contact's previous order(s):
Product/service ordered (including quantity and amount)
Total Number of Orders
Total Upsell Revenue
🔒 Security
All guest data in the CRM is stored with encryption to ensure privacy and compliance with data protection standards.
💡 Tip
If you have existing guests from past invitations, the system will automatically populate your CRM with that data once integrations are active.