Touch Stay CRM helps you organise and manage guest data in one place. The Contacts page lets you view, search, filter, import and export guest contacts, and track their stay history — making guest follow-ups and marketing simple.
Table of contents:
How contacts are added
Guest data is collected automatically from:
Guidebook forms
PMS reservation syncs
Manual contact entry
Message Hub (Messaging & Chat in the new Hub):
When invitations are created from integrations, the guest is automatically added as a contact.
Invitations created manually also create a contact from the guest's information.
All contacts
👤 Contact list
Each guest appears in your contact list, where 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 (⋯) menu or by opening the full contact view.
➕ Add an individual contact
You can add a new guest manually with 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 the filters (guide, status, product, stay)
CSV import & export
On the Contacts page, click Import / Export. The dialog has two tabs:
Import Contacts — click Download template to get the CSV template, then choose or drop your CSV file and click Upload now. Contacts that already exist are skipped, so you won't create duplicates.
Export Contacts — click Download contacts. The export uses your current filters, so filter or search first if you only want some contacts.
🧰 CSV template
Your CSV file must include these columns:
Column | Requirement |
First Name | Mandatory |
Last Name | Mandatory |
Mandatory | |
Phone | Optional |
Country | Optional |
Language | Optional |
If your file doesn't match this structure, the upload fails and you'll see an error message.
Contact record
When you open a contact, you'll see:
Total stays
Total orders
Total upsell revenue
Contact information (email, phone number and country)
Below the contact information are three tabs: Stays, Interactions and Orders.
🏡 Stays
Every stay is shown as a card 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
A history of your communication with the guest:
Guide name
Message type
Sent status
Date sent
🛒 Orders
Review the contact's Store orders:
Product/service ordered (including quantity and amount)
Total number of orders
Total upsell revenue
Adding past guests
The CRM adds guests going forward: new invitations, PMS reservation syncs and guidebook forms create contacts as they come in. Connecting or activating an integration doesn't automatically add guests from earlier stays.
To add past guests, import them with a CSV file from Contacts → Import / Export → Import Contacts (see CSV import & export).
Security
All guest data in the CRM is stored with encryption to protect privacy and support compliance with data protection standards.
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
You can also reach out to our team at [email protected], and we'll be happy to help.