Various email messages are sent automatically or manually throughout the reservation process. In this article, you'll find the following information for each category:
The name of the email message.
The purpose of the email message.
When the email message is sent.
Reservations: updates and status
E-mail name | Purpose and sending moment |
Reservation arrival email | Contains practical information to help guests prepare for their stay. This email is automatically sent X days before arrival, depending on the settings in Settings > Email > Automatic emails. |
Reservation canceled | Confirms that the reservation has been cancelled. This email is sent as soon as a reservation is cancelled from the reservation card. |
Concept confirmation | Confirms that the reservation has been saved as an option. This email is sent when a reservation is created as an option. |
Reservation confirmation | Confirms a final reservation. This email is sent automatically or manually once the reservation has been confirmed. |
Thank you for your reservation | Confirms that the reservation request has been received. This email is sent when reservations are not confirmed automatically. At this stage, the reservation is still pending and must be reviewed and confirmed manually before it becomes a definitive reservation. |
Reservation declined | Informs the guest that the reservation has not been accepted. This email is sent when a reservation is declined or when the guest appears on the unwanted guests list. |
Reservation request | Used to communicate about a reservation request that has not yet been confirmed. This email is sent using the Email button on the reservation card. |
Reservation confirmation | Confirms that an imported reservation has been successfully processed in our booking system. |
Reservation option expired | Informs the guest that the reservation option has expired. This email is automatically sent when the option expires. |
Payments
Email name | Purpose and sending moment |
Expired payment term reminder | Reminds the guest about an outstanding payment after the payment deadline has passed. The sending time can be configured via Settings > Account > General > Email. |
Payment notice | Informs the guest about an upcoming payment before the due date. The number of days before the due date can be configured via Settings > Account > General > Email. |
Payment received | Confirms that a payment has been received. This email is automatically sent after an online payment or when a payment is registered manually. |
Payment request | Requests the guest to pay an outstanding amount. This email is sent from the reservation via the Transactions tab. |
Refund | Confirms that a refund has been processed. This email is sent after an online or manual refund has been completed. |
Consumption invoice | Sends the energy settlement as an attachment to the guest. This email is sent from the reservation card once the energy settlement is ready. |
Reviews
Email name | Purpose and sending moment |
Response to review | Informs the guest that a reply has been posted to their review. |
Invitation to write review | Invites the guest to leave a review. This email is automatically sent X days after departure, depending on the settings in Settings > Email > Automatic emails. |
Guest verification
Note: These email messages are not available when using Holiday Media Agent.
Email name | Purpose and sending moment |
Guest verification in overview (guest found) | Confirms that the guest has been successfully recognized as an existing guest during the verification process. |
Guest verification in overview (guest not found) | Informs the guest that the provided details could not be found in our booking system. |
Guest verification secure periods (guest found) | Confirms that the guest has access to secured booking periods because they belong to a guest group with early access. |
Guest verification secure periods (guest not found) | Informs the guest that they do not have access to secured booking periods. |
Guest verification email (guest found) | Sends a verification code to an existing guest, allowing their details to be filled in automatically. |
Guest verification email (guest not found) | Informs the guest that the provided email address is not known in our booking system. |
Owners
Email name | Purpose and sending moment |
Owner statement | Sends the owner statement, including an overview of income, costs, and the payout for the selected period. |
Reservation confirmation to owner | Informs the owner about a new reservation for their accommodation. This email is sent when a reservation is confirmed, provided this feature is enabled. |
Cancellation confirmation to owner | Informs the owner that a reservation for their accommodation has been cancelled. This email is sent when a reservation is cancelled, provided the feature is enabled. |
Contracts and signing
Email name | Purpose and sending moment |
Contract available | Informs the guest that the contract is available for signing. This email is sent when you select Publish and send or via Reports > Contracts > Send contracts. |
Request to sign contract | Reminds the guest that the contract still needs to be signed. This email can be sent from the Contract tab within the reservation or via Reports > Contracts > Overview contracts. |
Vouchers
Email name | Purpose and sending moment |
Reservation voucher | Sends a voucher, including the voucher code, to the guest. This email is sent when a voucher is created and sent from the reservation card. |
Access systems
Email name | Purpose and sending moment |
Hotek: receive QR access code mail | Sends a QR code that allows the guest to access the accommodation once it becomes available. |
Salto KS: Salto KS pin code | Sends the Salto KS PIN code to the guest once it has been generated. |
Salto: Invitation to JustIn Mobile App | Invites the guest to use the JustIN Mobile App for digital access to the accommodation. |