Mails to your guest

Around their stay your guest gets a few emails in the name of your property. They go out by themselves, on a day we work out from the booking afresh every day. If a guest moves their stay, the emails move with it. Under Guest mails you switch each email on or off and write your own words if you like.

Open Guest mails

Which emails, when

Email	When
Confirmation	as soon as the booking is confirmed
Deposit reminder	fourteen days before arrival, only if something is outstanding
A week before	seven days before arrival, with the online check-in link and the link to the stay page
Two days before	two days before arrival, with the practical things
Review request	the day after departure
Still to pay	only when you send it, after a stay with an outstanding amount
Option expiring	before an option expires, with the expiry time in it

Each email goes once per booking, and never two on one day. On top of that the guest gets an email when you reply to a message from them, and a travel companion gets their own link when the lead guest sends it during online check-in.

An example: on 1 May Jasper Hoekstra books Hotel La Esperanza from 20 to 23 May. He gets the confirmation on 1 May, the deposit reminder on 6 May if something is still outstanding, the week-before email on 13 May, the two-days-before email on 18 May and the review request on 24 May.

When a guest books late

If a guest books after the day of an email, we catch up the week-before or two-days-before email on the next day without another email. Book five days ahead and the week-before email comes the day after the confirmation. Book three days ahead or later and it is skipped; the two-days-before email then carries the button for extras. A caught-up email gives the arrival date instead of in a week or the day after tomorrow, and leaves out your own subject and opening, though it keeps your closing line.

In which language

In the language the guest booked in: Dutch, English, Spanish or German. You write your own text in Dutch, English or Spanish. A language you leave empty, and German, keeps our text.

What you can change

• "Switch off" and "Switch on": an email that is off gets the label "Switched off" and does not go. Useful if you send it yourself.
• "Edit the text": you write the "Subject", the "Opening" and a "Closing line". The reference, the dates, the outstanding amount and the buttons are always in there.
• Under "Reminders" you switch on series with a goal: online check-in, ID details or an outstanding amount. A series stops by itself once the goal is met.

Also on WhatsApp

If the guest chose WhatsApp themselves, in the booking engine or at online check-in, they also get the confirmation, the email two days before arrival and the reminders as a short WhatsApp message afterwards, from your property's number. The email stays the source: the copy only goes once the email has been sent, with the same name, dates, booking number and link, and without a sent email no copy goes. At most one WhatsApp message per guest per day. An email that is switched off gets no copy either. How it works and what it costs: WhatsApp Business.

Good to know

• Only the review request can show properties you recommend. The emails before the stay never do.
• If the guest has already checked in online and the upgrade is open two days before arrival, that email points to the bigger room on their stay page.
• A property in pause mode sends no automatic emails, except the confirmation of a new booking.
• Without an email address on the booking, nothing goes out.