Automated emails let you communicate with guests across their journey — from booking confirmation to pre-arrival instructions and post-stay follow-ups — without sending each message by hand.
This guide covers how the confirmation email works, how to handle manual reservations, and how to build additional automated messages.
Access your email templates
All email templates — the booking confirmation email and your automated messages — are managed from Messaging > Templates (or the newer path Settings > Templates). From there you can:
• View and edit existing automated emails
• Create new messages for specific moments in the guest journey
• Add or update the custom content appended to the confirmation email
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 includes the reservation details and a reminder of your sales terms (cancellation policy, payment conditions).
Example
A guest books a three-night stay in your superior double room through your booking engine. They immediately receive a confirmation email with check-in and check-out dates, total price, payment method and cancellation policy — with no action on your side.
When the confirmation email is sent
• Booking engine — sent automatically.
• OTAs (Booking.com, Expedia, etc.) — the guest receives the confirmation directly from the OTA.
• Manually added reservations — not sent automatically. You can trigger it on demand from the reservation page (see below).
Manual reservations — send the confirmation on demand
When you create a reservation yourself in the admin, the system confirmation email is not sent. To send it:
1. Open the reservation in the admin.
2. Click Send a confirmation e-mail.
3. The email goes out immediately to the booker (and to the stayers, if relevant).
💡 Tip
You can resend the confirmation as many times as needed — for example if the guest cannot find the first one or if you edited the reservation.
📌 Note
The system confirmation is separate from your custom automated emails. If you set up an automated email with the option Send this email to bookings created manually enabled, that one will fire for manual reservations.
Email language
The language is set by the guest's country at the time of booking, when a translation exists. If no country is selected (including when you create the reservation manually), the email is sent in your default language.
Add custom content to the confirmation email
The core booking details, layout and send time cannot be changed — this keeps the information reliable for guests. You can, however, add your own content to the bottom of the email from the template editor.
Use it to share:
• Arrival and check-in details (parking, access instructions)
• House rules and property policies
• Extra services or upgrades
• Local tips or a welcome message
• Images or attachments (welcome guide, property map, menu)
Your custom content always appears below the standard booking details and sales terms.
📌 Note
If the Description block with the rate and payment information is missing from a guest's confirmation email, check that a cancellation policy is selected for the associated rate plan under Booking Engine > Sales conditions. That restores the block.
Here is an example of a confirmation email:
Create and manage other automated emails
Beyond the confirmation email, you can schedule other automated messages in Messaging > Templates to share information, upsell services or collect feedback before, during or after the stay.
How automated emails work
• Sent by default to guests who book through your booking engine or through OTAs connected via the channel manager.
• Can be extended to manually added reservations by enabling the Send this email to bookings created manually toggle on the email.
• Only sent for future reservations. If you create an automated email after a booking has been received, that booking will not receive it.
• If a booking is made close to or after the scheduled trigger, the system still attempts to send the message — there may be a delay of up to 30 minutes.
Important
If a reservation has no email address (for example, when an OTA did not share it), the automated email cannot be sent.
Managing changes to automated emails
• Content changes — new text applies to all upcoming reservations, including those booked before the edit.
• Configuration changes (timing, trigger event, room selection, manual-reservation toggle) — apply only to bookings received after the change.
• Scheduling — send immediately after an event (for example, when a booking is made) or at a defined offset (days before or after the event) and a specific time.
Example
Schedule a "Welcome to our property" email two days before arrival at 10:00 with check-in times, weather forecast and optional upgrades. Schedule a "Thank you for staying" email one day after check-out with a link to leave a review.
Other ways to share reservation details
You can also send booking details manually via WhatsApp, directly from the Amenitiz platform — both on desktop and in the mobile app.
FAQs
Is the confirmation email sent for manual reservations?
Is the confirmation email sent for manual reservations?
No, not automatically. Open the reservation in the admin and click Send a confirmation e-mail to send it on demand. You can repeat this as many times as needed.
Can my custom automated emails fire for manual reservations?
Can my custom automated emails fire for manual reservations?
Yes — if the email has the Send this email to bookings created manually option enabled. This is set per email in Messaging > Templates.
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 is still sent. For example, if an email targets Deluxe Room bookings and a reservation includes both a Deluxe and a Standard Room, the guest receives the email.
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. Account for that when setting the send time.
What language is the confirmation email sent in?
What language is the confirmation email sent in?
It follows the guest's country at the time of booking, if a translation exists. If no country is selected (including for manual reservations where you did not pick one), the email is sent in your default language.
A guest did not receive the confirmation or a scheduled email — what should I check?
A guest did not receive the confirmation or a scheduled email — what should I check?
Check: (1) the reservation has an email address, (2) the source of the booking (OTA bookings get their confirmation from the OTA, not from Amenitiz), (3) for manual reservations, whether you sent it from the reservation page, (4) for scheduled emails, whether the email was created before the booking was received.