When guests make, modify, or cancel a reservation, they automatically receive e-mail notifications about their booking directly from the channel.
When guests book through channels (OTAs), who handles sending the reservation confirmation emails to the guest?
When guests make bookings through channels (OTAs), guests will automatically receive reservation confirmation emails directly from the channel they booked on. The channel handles all booking confirmation communications to guests.
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 e-mails
If guests report not receiving booking notifications, confirmations, or cancellation e-mails:
Please advise the guest to check their spam or junk folders
If it is for 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 channels (OTAs), 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.