Pre and post stay emails
You can customize email templates to match your brand and communication strategy, ensuring each guest touchpoint reinforces your property's unique value proposition.
📌Note: Knowledge of HTML is useful but not required as the system has prepopulated options available. For additional design options, our professional services team can provide a quotation if you would like assistance or for us to perform this work on your behalf.
Email template modes are based on your CRS agreement, and the support team will enable the appropriate version for your property or group.
There are two versions:
Normal mode is the standard option available in the CRS.
Advanced mode is the recommended mode and has additional templates and multi-language options.
Add an advanced mode email template
Follow the steps below to add an advanced mode email template.
Click the Marketing menu on the left navigation.
Click Templates.
Click the Templates Setup tab.
Check the Published checkbox when ready to use for any new reservations.
Select the language from the dropdown menu if using multiple languages.
Choose the appropriate reservation type from these options:
Hotel default sends unless there's a template created for a specific booking type in this list.
Group sends to group bookings if a group-specific template isn't in place and configured in the group on the email tab.
Package sends for package bookings if a package-specific template isn't in place and configured in the package on the email tab.
Rate code sends when a specific rate code is booked.
A dropdown will appear below rate code when this option is selected to choose the specific rate code.
Hotel res email is different from guest-triggered templates above, this template sends the reservation details to the hotel team for their records.
Select reservation status from the dropdown menu for this specific email:
Reservation confirmation.
Reservation modification.
Reservation cancellation.
Reservation pre stay.
Reservation post stay.
Enter email reply to address where guest replies should be sent.
Enter one or multiple addresses separated by semicolons (;)
Enter email bcc to copy every time this template triggers.
Enter one or multiple addresses separated by semicolons (;)
Enter an email subject, this is prepopulates but you can change this guest-facing field.
Enter a template name this is prepopulates but you can change to identify this template within the CRS.
Click Upload Template at the bottom of the page if importing your own HTML.
Click Load Default to deploy the system default template that comes with the system for all customers.
A full list of tokens to enter into the template is available.
Token dropdowns on the screen aren't currently in use.
You can always load the default again to start over.
Select source to view the HTML or update directly in the screen.
Click Preview to verify the template appearance.
Click Test email to send a sample.
Enter the email address or choose from the emails presented to send the test.
Click Send Test Email.
Click Create New to save your changes.
Configure pre and post stay communications
When using advanced mode for email templates, you can trigger pre and post stay communications automatically based on your hotel's settings.
The steps below will outline how to set email timing values:
Click Marketing Menu on the left navigation.
Click Pre/Post Email Days.
Enter the number of pre stay days for the system to trigger an email.
This email will be sent the entered number of days before check in.
Enter the number of post stay days for the system to trigger the email.
The email will be sent the entered number of days after check out.
Click Save.
📌Note: Enter 0 to send the email on the arrival or departure date. Leave the field blank to tell the system not to send any pre or post stay email.
⚠️Important: We recommend aligning the pre and post stay sending with other marketing or transactional communications the guest may receive for appropriate timing between messages.
📌Note:
For first time activations, If you activate pre or post stay emails after the hotel is live and accepting bookings, only reservations confirmed after activation receive the pre or post emails.
For setting changes If you make changes to the pre or post stay settings after going live, new reservations follow the updated settings while existing reservations follow the previous settings.
The pre and post stay emails currently deliver at approximately 1:00 AM central time U.S. Depending on your local hotel time, you may want to use 1 day pre or post instead of same day to ensure appropriate delivery timing for your guests.
Add a normal mode email template
Follow the steps below to add a normal mode email template
Go to the Marketing menu.
Go to Email Setup.
Select the Published checkbox when ready to use for any new reservations.
Choose reservation type from these options:
Hotel default sends unless there's a template created for a specific booking type in this list.
Group sends to group bookings if a group-specific template isn't in place and configured in the Group on the email tab.
Package sends for package bookings if a package specific template isn't in place and configured in the package on the email tab.
A dropdown will appear below package when this option is selected to choose the specific package code.
Rate code sends when a specific rate code is booked.
A dropdown will appear below rate code when this option is selected to choose the specific rate code.
Select Reservation Status from the dropdown menu for this specific email:
Reservation confirmation.
Reservation modification.
Reservation cancellation.
Enter email reply to address where guest replies should be sent.
Enter one or multiple addresses separated by semicolons (;)
Enter email Bcc to copy every time this template triggers.
Enter one or multiple addresses separated by semicolons (;)
Enter an email subject.
This prepopulates but you can change this guest-facing field.
Enter a template name.
This prepopulates but you can change to identify this template within the CRS.
A default custom message one prepopulates and may be changed if you wish.
A default custom message two prepopulates and may be changed if you wish.
You may always click Load Default to start over with the system setting.
Click Preview to verify the template appearance.
Click Test email to send a sample.
Enter the email address or choose from the emails presented to send the test.
Click Send Test Email.
Click to Save.