Automated emails help you communicate with guests throughout their journey — from booking confirmation to pre-arrival instructions and post-stay follow-ups — without needing to send messages manually.
This guide explains how they work, how to manage the confirmation email, and how to create and customise additional automated messages.
Access your email templates
All email templates — including the booking confirmation email and any automated messages — are managed in your sidebar under Messaging > Templates.
From there, you can:
View and edit your existing automated emails
Create new messages for specific points in the guest journey
Add or update the additional content included in your confirmation email
Understand and manage the confirmation email
The confirmation email is an automatic message sent to guests as soon as they complete a booking through your booking engine. It contains all essential reservation details as well as a reminder of your sales terms (such as cancellation policies and payment conditions). It ensures guests receive a clear and accurate summary of their booking without any manual action required from you.
Example: If a guest books a three-night stay in your superior double room through your booking engine, they’ll immediately receive a confirmation with their check-in and check-out dates, total price, payment method, and cancellation policy — all without you needing to send anything manually.
How the confirmation email works
It is sent automatically when a booking is made through your booking engine.
Guests who book via OTAs (such as Booking.com or Expedia) receive their confirmation email directly from the OTA.
For manually added reservations, the confirmation email is not sent by default, but you can send it manually from the reservation page if needed.
The language of the email is determined by the guest’s country selection at the time of booking (if a translation is available). If no country is selected, the email will be sent in your default language.
Note: When you add the manual reservation, if you don't pick the country of your customer, the automatic email will be with your default language.
Here is an example of a confirmation email:
Adding additional information to the confirmation email
While the core booking information, structure, and delivery time cannot be changed — to guarantee that guests always receive accurate reservation details — you can add custom content to the bottom of the confirmation email from the template editor.
This section allows you to share useful and personalised information such as:
Arrival and check-in details (e.g. parking information, access instructions)
House rules or property policies
Details about extra services or upgrades available
Local recommendations or a welcome message
Images or attached files, such as a welcome guide, property map, or menu
Any additional content you add will always appear below the standard booking details and sales terms in the email.
Create and manage other automated emails
In addition to the confirmation email, you can create and schedule other automated messages in Messaging > Templates to enhance the guest experience. These messages can be sent before arrival, during the stay, or after departure to share important information, upsell services, or collect feedback.
How automated emails work:
They are sent by default to all guests who book through your booking engine or through OTAs connected via the channel manager.
You can choose to also send them to manually added reservations.
Automated emails are only sent for future reservations. If you create an email after a booking is received, it will not be sent for that reservation.
Managing automated emails:
Content changes: If you update the text of an email, the new version will be sent for all upcoming reservations, including those made before the change.
Configuration changes: Adjustments to settings (such as timing, trigger event, room selection, or whether the email is sent for manual reservations) apply only to new bookings received after the change.
Scheduling: Automated emails can be sent immediately after a specific event (for example, when a booking is made) or at a scheduled time you define. You can choose how many days before or after the event the email should be sent and specify the exact time it should go out.
Note: If a reservation does not include an email address (for example, if the OTA did not share it), the automated email cannot be sent.
Example: You might schedule a “Welcome to our property” email to be sent two days before arrival at 10:00 with check-in times, weather forecasts, and optional upgrade offers, and a “Thank you for staying with us” email one day after check-out with a link to leave a review.
FAQs
What happens if I configure an email for a specific room type, but a booking includes multiple room types?
What happens if I configure an email for a specific room type, but a booking includes multiple room types?
The email will still be sent. For example, if an email is set to go only to guests booking a Deluxe Room but a reservation includes both a Deluxe and a Standard Room, the guest will still receive the email.
Can I send automated emails for reservations I entered manually?
Can I send automated emails for reservations I entered manually?
Yes. You can enable this by toggling the “Send this email to bookings created manually” option in the email settings. If it’s turned off, manually added reservations will not receive automated emails.
What time zone is used for scheduled emails?
What time zone is used for scheduled emails?
All scheduled emails are sent based on CET/CEST (Madrid time zone), regardless of the guest’s location. Make sure to consider this when setting the time you want the email to be sent.