Flag and ban guests – Help Center

Guest flags help manage banned guests, share special instructions and deliver personalized experiences. Staff can see these flags when searching for guests, making bookings for existing guests, or checking them in at POS. If a banned guest books online using an email address or phone number matching their ROLLER record, a notification will appear in the activity center.

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 examples for when to use each flag.

Ban: Use the Ban flag to receive a notification when a banned guest books online. You can also require a manager code to prevent staff from redeeming tickets for banned guests at POS. The Ban flag uses a different color than the other flags to make sure it stands out. When a banned guest books online with an email address that matches their record in ROLLER, a notification is sent to the activity center for the team to promptly action.
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 a flag, you can add specific instructions for staff and set how long the flag remains 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.

All staff members can see guest flags and comments in various parts of Venue Manager and POS, including guest searches, bookings, member or waiver holder records and guest experience score response. Guests cannot see these flags or comments.

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 can assign guest flags, except for Ban flags.

To assign the Ban flag, Venue Manager and POS staff must have the Venue Manager 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 drop-down 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.
Select Add.
Select 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 multiple types of flags to a guest but only one flag per type. For example, you can only ban a guest once—previous bans must be removed before adding a new one.

Activity center alerts when banned guest books online

When a banned guests makes a booking online using an email address or phone number that matches a flagged banned guest in ROLLER, an alert will automatically be sent to the activity center for you or you staff to act quickly to manage the situation if needed.

You can also configure who can view to respond to these alerts in Settings > Notifications in Venue Manager. Learn more

Require a manager code at POS

You can set POS to require a manager code when staff try to redeem tickets for banned guests.

From Venue Manager, go to Apps > POS > Settings.
Scroll 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. However, an automatic alert is sent to the activity center when an online booking is made with an email address or phone number from a banned guest record (coming soon).

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 staff 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 start flagging 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.