Emails & Notifications

Three, all sent automatically. You never press send.

They include the booking reference, dates, nights, room and room type, guest name and total, plus your hotel's name, phone, email and address — so a guest has everything they need without writing back to ask.

Two things worth knowing:

• A tentative hold sends nothing. Correct — nothing is confirmed yet. The confirmation goes when you turn the hold into a booking.
• If a guest has no email address, there is nothing to send to. Walk-ins are the common case.

Ready-written templates are used out of the box, so guests get a well-made email from your very first booking whether or not you touch this screen.

Front Desk Settings → Email Templates. Each of the three emails has three ready-written styles, and the screen invites you to try them: "Click a template to preview it. Select it as-is, or open the editor to tweak it."

Click a card and the real email opens with your hotel's actual name and logo in it — not a mock-up. From the preview you can Select this template, or Edit this format to make changes.

The one you are using wears a Selected mark.

The Branding step, before the templates. It is marked Optional and says so: "Upload a logo or banner that will appear on every email template. This step is optional — you can skip it and add branding later."

Two shapes:

• Logo — up to 400 × 120 pixels. A neat mark at the top of the email.
• Banner — up to 1200 × 400 pixels. A wider image with more presence.

Either as PNG or JPG, up to 2 MB. Upload image, then Replace or Remove later.

Worth doing. A confirmation with your logo looks like it came from your hotel; one without looks like it came from software.

Yes. Open the advanced editor, or Edit this format from a preview to start from a template rather than a blank page.

You control two things:

• Email Subject — one line. The placeholder shows the style: "Booking Confirmed at {{nombre_hotel}} 🏨✨"
• Email Body — the message itself

Both have an emoji picker with search, inserting at your cursor. Used lightly, emoji make a confirmation feel human. Used heavily they make it look like spam — one or two.

Preview shows the finished email before you commit, and Save Template stores it.

Variables. The panel says "Click a variable to insert it into the email body" — click one and it drops in at your cursor.

Each one is replaced with the real value when the email goes out. So Hola {{nombre_huesped}} becomes Hola María.

Click them in rather than typing them. A mistyped variable does not fill in, and the guest sees the raw text.

Reset Template. It confirms first: "Are you sure you want to reset this template? The default email will be used instead."

Your custom version is removed and the ready-written one takes over. A useful escape hatch if an edit did not work out — you are never stuck with an email you have broken.

Front Desk Settings → Notifications — "Manage the staff email list that will receive internal alerts when bookings are created, modified or cancelled."

Type an address, press Add or Enter, and it joins Current recipients. Remove any with its own control, then Save changes.

Everyone on the list is told when a booking is created, changed or cancelled — so you find out about a new reservation without watching the calendar.

If nobody is on the list you are told: "No recipients yet. Add at least one email to start receiving notifications."

Everything you need to judge a booking at a glance, plus a link straight to it.

The subject leads with the action and the guest, so three arriving at once do not collapse into one thread in your inbox.

Inside: the booking reference, check-in and check-out, nights, when it was booked, status, payment status, which channel it came from, the guest's name, email, phone and country, any comments they left, the room and room type, how many adults, children and infants, and the subtotal, taxes and total.

Colour tells you the type before you read a word — green for a new booking, blue for a modification, red for a cancellation.

The channel line is the one to look at. A run of direct bookings means your own booking site is working. A run of OTA bookings means you are paying commission for demand you might have captured yourself.

Work through these, in order of likelihood.

1. Is the booking still tentative? Holds send nothing by design. Confirm it and the email goes.
2. Does the guest have an email address? No address, nothing to send to — common with walk-ins.
3. Is the address right? A typo at the desk is the usual answer. Check it on the booking.
4. Have they checked spam? First emails from a new sender often land there.

If the address is correct and the booking is confirmed, you can send the guest their details another way in the meantime — the booking reference, dates and total are all on the booking.