Flag and ban guests – Help Center

This guide shows you when and how to use guest flags in Venue Manager and POS.

Guest flags allow you to quickly share information about guests with your entire team, making it easier to manage banned guests, communicate special guest instructions and deliver personalized experiences.

From POS or Venue Manager, you and your teams can clearly see the flags when interacting with guests, such as when searching for a guest or booking or even creating a booking. You can also be notified when a banned guest makes a booking online or at your venue.

Pro and above feature

Easily record and share information about guests with Guest Flags. Available on Pro, Premium and Enterprise plans. To upgrade, contact your account manager or the support team.

Learn more

When to use

There are five different flags that can be assigned to guest records in Venue Manager and POS.

Here are some example situations for using each type of guest flag.

Ban: Use the Ban flag to receive a notification when a banned guest books online or in venue. You can also require a manager code to prevent staff from redeeming tickets for banned guests at POS. Note that the Ban flag uses a different colour than the other flags to make sure it stands out.
VIP: Use the VIP flag to outline any special instructions for VIP guest visits and personalize the experience they get at your venue.
Medical: Use the Medical flag to inform your team about how to manage any guest medical requirements such as allergies.
Alert: Use the Alert flag to highlight when specific guests visit. For example, you can use this flag to monitor (rather than ban) a guest with a history of refund-fraud, or simply to delight a returning guest who forgot their jumper.
Competency: Use the Competency flag to record the competency levels of guests and provide safe and enjoyable experiences (eg rock climbing competency).

When creating the flag, you can include additional details to outline any special instructions you want to communicate to your staff when they interact with the guest. You can also choose how long you want the flag to remain active (eg a 3-month ban).

What you’ll see

Any staff member can view the assigned flags and comments in a variety of areas in Venue Manager and POS.

Guest flags and comments can’t be seen by guests.

From Venue Manager, staff members can see any assigned flags and comments when searching for guests, bookings, members and waiver holders, as well as when adding guests to bookings. Staff can also see flags when reviewing GX Score survey responses.

From POS, staff can see guest flags when searching for guests, bookings, memberships and waivers, as well as when adding guests to bookings, redeeming tickets at POS and assigning waivers.

Assign a flag or ban to a guest record

All staff members using Venue Manager and POS can assign guest flags, except for Ban flags.

To use the Ban flag, Venue Manager and POS users must have the Venue Manager role permission Can ban guests enabled. Administrators and managers have this role enabled by default.

From Venue Manager, go to Guests > All guests.
Search for and select the guest.
The guest details appear.
From the Flag dropdown at the top of the page, select the flag you want to add: Ban, VIP, Medical, Alert or Competency.
(Optional) Add any comments you want to share with all staff.
(Optional) Add an expiry date for the flag. The flag will automatically expire on the date you choose.
Click Add.
Click Save.

From POS, search for the guest booking or membership.
Select Flag guest from the booking summary panel.
Select the guest to assign the flag to.
Select the type of flag.
(Optional) Add any comments you want to share with all staff.
(Optional) Add an expiry date for the flag. The flag will automatically archive on the date you choose.
Select Add.

You can assign more than one type of flag to each guest, but only one flag of each type. For example, you can't flag a guest as banned multiple times. You must first remove a prior Ban flag before creating a new Ban flag for the guest.

Receive email notifications

When a guest makes a booking online using an email address or phone number that matches a flagged guest record, ROLLER sends a booking notifications email to the venue contact specified in Venue settings. This email highlights any assigned flags and comments.

For banned guests , ROLLER will always send the booking notifications email. If no booking notification email address is set up, ROLLER simply sends the email to the account owner. The email clearly shows a banned guest has made a booking in the email subject and message.

If a banned guest makes a booking at your venue, ROLLER will also send the booking notifications email clearly showing that a banned guest has made a booking.

Require a manager code at POS

You can require a manager code to prevent staff from assigning guests to tickets or redeeming tickets for guests with Ban flags at POS.

From Venue Manager, go to Apps > POS > Settings.
Scroll down to Guest management.
Select Banned guests: manager code required.

If you do not want to require a manager code when a banned guest attempts to redeem their tickets, you can disable this setting.

View a list of flagged guests in Venue Manager

From Venue Manager, go to Guests > All guests.
From the Flag type filter at the top of the page, select the type of flag you want to see.
A list of all guests with the flag appear.

Select a record to see when the flag was assigned in the booking's activity stream and any comments that have been added.

You can also export the filtered records as a CSV file.

Guest flags data can be extracted from the ROLLER Data API. And assigning a guest flag will also trigger a webhook event for any booking and customer webhooks.

Edit or remove a guest flag

All flags except ban flags can be edited or removed from the guest record at any time in POS or Venue Manager. To update Ban flags, the permission Can ban guests must be enabled. Administrators and managers have this role enabled by default.

Go to Guests > All guests
Search for and select the guest you want.
From the flag banner at the top of the page, select Manage.
Edit or remove the guest ban.

Search for and select the guest booking or membership.
From the flag banner at the top of the page, select Manage.
Edit or remove the guest ban.

Frequently asked questions

Can I prevent banned guests from buying tickets online?

No. Banned guests are not notified they are banned and are still able to purchase tickets online. Assigning a Ban flag to a guest is a way to keep track of which guests are banned. This helps prevent banned guests from booking their tickets using alternative details and bypassing the ban altogether.

Is there any setup required by me before I can use guest flags?

The permission Can ban guests must be enabled for Venue Manager and POS users to add the Ban flag. Administrators and managers have this permission enabled by default. If you want other staff to flag guests as banned, you may want to create a custom role. Otherwise, you’re ready to flag your guests.

How can I prevent staff from allowing banned guests to redeem tickets?

A POS configuration setting has been added to require a manager code when attempting to admit a banned guest into your venue.

From Venue Manager, go to Apps > POS > Settings.
Select Banned guests: manager code required.