When guests make, modify, or cancel a reservation, they automatically receive e-mail notifications about their booking.
Who sends the confirmation email depends on how the guest booked:
For channel (OTA) bookings (e.g. Booking.com, Expedia):
The channel handles all booking confirmation communications to guests. The channel sends confirmation emails directly to the guest automatically
You cannot send or resend confirmation emails to guests for channel bookings - contact the channel directly
For Direct Booking:
Emails are sent from your platform once you enable and customise them.
How do I set up guest emails 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).
What to do if guests aren't receiving confirmation / cancellation e-mails
If guests report not receiving booking notifications, confirmations, or cancellation e-mails:
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.
If it was a channel (OTA) booking: contact the channel directly to investigate the issue. They can verify the guest's e-mail address and check if notifications are being sent correctly.
💡 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