This article is about the e-mail notifications a guest receives after making, modifying, or cancelling a booking. It does not cover reservation e-mail notifications sent to your property for new, modified, or cancelled bookings.
Who sends reservation e-mail notifications to guests
Channel bookings
For channel bookings (for example, Booking.com or Expedia), the channel sends reservation e-mail notifications directly to the guest. SiteMinder does not send reservation e-mail notifications to guests for channel bookings.
You cannot send or resend confirmation emails to guests for channel bookings - contact the channel directly
Direct bookings
For direct bookings, reservation e-mail notifications are sent to the guest from your platform once you enable and customise them.
Set up guest reservation e-mail notifications for direct booking
For Direct Booking, booking notification e-mails are sent to guests from your platform once you enable them:
Go to Direct Booking > Configuration > Guest communications.
Check that the e-mail types you want to send (reservation confirmation, modification, cancellation) are enabled with the toggle turned on.
Once the toggle is turned on, you must customise each e-mail template. If you do not customise each e-mail template, your guests will receive blank e-mails (even if the toggle is turned on).
Guests are not receiving reservation e-mail notifications
If a guest reports not receiving a booking confirmation, modification, or cancellation e-mail:
Ask the guest to check their spam or junk folder
If it was a direct booking: make sure the email templates are activated and customised. Go to Direct Booking > Configuration > Guest communications to check and activate your templates.
For channel bookings: contact the channel directly. The channel is responsible for sending all reservation e-mail notifications to guests for channel bookings. SiteMinder cannot investigate or resend these e-mails to guests
💡 Resending direct booking confirmations: To resend a direct booking confirmation, go to Reservations and click Re-send. The email will also be sent to your property email addresses listed in Direct Booking E-mail contacts (Booking confirmation e-mail and Booking confirmation CC e-mail fields). Note for channels (OTA bookings): You cannot send or resend confirmation emails to guests for channel bookings - contact the channel directly