8 June 2026
Guest profiles after checkout, and who can still open them
Loyalty apps and PMS profiles often keep identification longer than the front office thinks. The question is who can still see it, and why.
A clerk at 14:00 can usually open yesterday’s arrival. That is how a forgotten charger gets returned. The same permission sometimes opens a passport image from a stay in 2023. Properties in Malaysia handling identification should know which of those two things their application allows.
We are not a law firm. We do not certify PDPA compliance. We do record, with screenshots taken on a property-owned terminal, which roles can open which fields after checkout, after a no-show, and after a profile merge. General managers are often surprised by the merge.
Guest apps add a second copy. A mobile check-in photo may live in the app vendor’s console as well as the PMS. If the property believes deletion in the PMS is enough, we show them the console. If the vendor has no deletion path, that belongs in the report as a vendor question, not a staff failure.
Loyalty earn and burn can keep a profile ‘alive’ for marketing after the rooms team considers the guest gone. We ask the marketing login to show the last export. Then we ask rooms whether they knew that export existed. The gap between those two answers is the finding.