Updating a Customer’s Banned Status
You can mark a guest as Banned or Not Banned directly from their customer profile.
Open the Customer Profile for the guest.
Click Edit.
Under Banned, choose Banned or Not Banned.
Click Save.
Once saved, this status immediately affects the guest’s ability to book online.
What Banned Guests See When Booking Online
If a banned guest attempts to make a reservation through your booking engine, their booking will be blocked.
They will see the following message:
“You are not eligible to book at this property. We invite you to explore other accommodations in the area.”
This message is system-generated and cannot be customized.
Note: The booking engine uses the phone number and email address in a customer’s profile to identify whether they are marked as a banned customer. If either piece of information matches an existing banned profile, the guest will be prevented from booking online.
Bookings Made Through Third-Party Online Travel Agents (OTAs)
If a banned guest books through a third-party OTA (such as Booking.com or Expedia), the reservation will still integrate normally with ThinkReservations.
After the reservation imports, your property will receive an email notification from ThinkReservations alerting you that a banned guest has booked through a third-party channel.
Creating Reservations by Phone for Banned Guests
If staff attempt to create a reservation for a guest who is marked as banned:
When the guest is added to the reservation, a “no entry” icon will appear next to their name.
This icon alerts staff that the guest has been flagged as banned in their profile.
Staff can still proceed with creating the reservation if needed, but the visual indicator helps ensure awareness.
On the reservation:
And on the Reservation Calendar:
