Check if the channel sends reservation e-mails
Reservation e-mails are usually sent from your channels directly, but sometimes it is our platform system that sends notifications for new reservations, enquiries, or availability limits. Some channels that do not send reservation e-mails include Booking.com, Expedia, and LateRooms/AsiaRooms LRConnect.
To check if your channel sends reservation e-mails:
Go to Distribution > Channels.
Click on the ellipsis (...) of your specified channel to Update channel settings.
Check if there is a Reservation e-mail address field under General settings.
If the Reservation e-mail address field is there, we will send you the reservation e-mails (to the e-mail address listed in Channel settings). If the field is not there, your channel sends the e-mails.
💡 If your channel sends reservation e-mails, you should contact the channel to ensure that they have your correct reservation e-mail address.
Set up your reservation e-mail address
If your platform sends reservation e-mails instead of your channel, make sure you set up your reservation e-mail address. Follow these steps:
Go to Distribution > Channels.
Click on the ellipsis (...) of your specified channel to Update channel settings.
Under Channel Settings, click on the Edit icon in General settings.
Enter your e-mail address in the Reservation e-mail address field.
Click Save.
💡 To send notifications to more than one e-mail address, separate each address with a semicolon (;). For example: reservations@hotel.com;manager@hotel.com. Do not use commas to separate e-mail addresses.
⚠️ Changes to e-mail settings take approximately 15 minutes to take effect and apply to new reservations only.
Troubleshoot missing reservation e−mail notifications
If you are having issues with receiving reservation e-mail notifications, check the following:
Your e-mail address is spelt correctly in Channel settings
The reservation e-mails are not being sent to your spam folder
Your inbox does not have storage limitations that may be preventing new e-mails from arriving
Your e-mail server may be blocking automated messages — check with your IT team or e-mail provider to confirm that automated reservation e-mails are not being filtered or blocked at the server level.
If you have checked the above and are still not receiving notifications, confirm the booking is in your platform:
Go to Reservations.
Check if the booking appears there.
If the reservation is not there, check the following:
Is the channel disabled? Disabled channels do not send reservations or notifications.
Is the rate mapped correctly? Unmapped rates will not generate reservations or e-mail notifications.
Check your Dashboard for any interrupted channel connections
💡 Reservation e-mail notifications sent by our platform cannot be resent. If you did not receive a notification and have checked the above troubleshooting steps, contact the channel directly.