Hapi Eliminates the Guesswork By Connecting Guest Identity Across Hotel Systems

Hapi Guest Identity and Hapi Data Lakehouse connect fragmented data across hotel systems to create verified guest identities that support recognition, personalization, and AI

Hapi, the hospitality industry’s data connectivity partner, today announced Hapi Guest Identity and Hapi Data Lakehouse, new solutions designed to help hotel organizations better recognize and deliver personalization for their guests. The solutions connect and normalize guest data across hotel systems in real time and then resolve those records into a golden guest record that hotel teams and technologies can act on. 

The same guest can appear differently across a hotel’s PMS, restaurant, spa, loyalty program, survey platform, and other technology, leaving each with only part of the guest relationship. Hapi Guest Identity resolves those records into a single, accurate profile built from what guests do across properties and touchpoints. As hotel organizations look to deliver more personalized experiences and adopt AI across their businesses, both depend on a complete and trustworthy understanding of the guest.

To determine which records belong to the same person, Hapi Guest Identity uses deterministic identity matching based on verified shared identifiers, such as an email address, phone number, or loyalty ID paired with a name. When records contain conflicting information, Hapi determines which value takes precedence while keeping the original source records intact. Hapi does not create a guest profile unless it is confident in the match, resulting in a golden guest record based on sourced guest information rather than inferred or synthesized attributes. 

Hapi Guest Pop extends that intelligence to hotel staff while the guest is on property. The browser extension surfaces the known guest directly inside applications employees already have open, including the PMS, allowing staff to recognize and respond to guests beginning at check-in and throughout the stay without toggling between systems or introducing another application into their workflow.

Hapi Data Lakehouse provides the governed data foundation that makes that resolution possible, bringing reservation, guest, stay, and folio data from connected systems into one normalized, hospitality-specific data model. Unlike a generic data cloud that starts empty, Hapi Data Lakehouse is pre-connected to the hotel systems Hapi already supports and gives hotel organizations a single, AI-ready source of guest and operational data they control. Data is stored in open formats and can be accessed in near real time or exported to a hotel organization’s own cloud environment. Hotels determine which systems and technology partners can access and activate against their data, while the same foundation can feed their CDP, CRM, business intelligence, AI, and other applications. 

“The hospitality industry has talked about the golden guest profile for years, but the real opportunity is what hotels can do once they have one they can trust,” said Luis Segredo, founder and chief strategy officer at Hapi. “When guest information is connected across the business and hotels have control over that data, they can act on it with confidence. Getting an identity wrong in a marketing email may be a minor mistake. Getting a guest’s name, loyalty status, or preferences wrong during the stay can undermine the experience in a much more meaningful way. The closer that data gets to the guest experience, the more important it is to know you have the right person.”   

The launch of Hapi Guest Identity and Hapi Data Lakehouse marks Hapi’s first major product initiative since moving away from the CRM space and transitioning Hapi Guest CRM to sister company Aquiva, a consulting and engineering firm with deep Salesforce expertise. The move allows Hapi to focus on bringing hotel data together and resolving guest identity while supporting the broader technology ecosystem rather than competing within it. 

The new capabilities build on Hapi’s existing hospitality connectivity infrastructure, with more than 100 systems already connected and in production across 15,000 hotels. By combining that connectivity with Hapi Guest Identity and Hapi Data Lakehouse, Hapi gives hotel organizations the flexibility to use their data across the tools they choose today without limiting what they can adopt next.

Learn more about Hapi Guest Identity, Hapi Guest Pop, and Hapi Data Lakehouse here.

About Hapi

Hapi is hospitality’s connectivity partner, dedicated to simplifying the complex hospitality technology landscape by connecting hoteliers and solution providers at scale. Hapi removes long-standing data barriers, enabling hotels, hotel companies, and technology providers to access and utilize data in real-time. This empowers the creation of unique, personalized guest experiences that drive business success. Hapi serves 15,000 hotels globally, including major brands like IHG Hotels & Resorts, Wyndham Hotels & Resorts, Sonesta Hotels, Rosewood Hotels, and Starwood Hotels and Resorts. Visit us at stayhapi.com to learn more about how Hapi transforms hotel data into real experiences.