Email Templates

Create and customize email templates to send to your guests with Cloudbeds PMS. This article will walk you through the benefits and differences between default and custom email templates in the system.


Email Templates in Cloudbeds PMS:

  • Save time - no need to create a new email from scratch each time you want to communicate with your guests
  • Promote Consistency - making sure the email layout and description follow your property standards and guidelines
  • Reduce human error - the format and writing are ready to be sent which prevents typos, misspelling or even incorrect information
  • Simplify inbox management  - employees don't have to spend as much time laboring over what to say in each email
  • Custom templates can be scheduled - emails can be automatically programmed to be sent according to pre-defined criteria, such as check-in or check-out dates. Learn more: Email Scheduling

Current limitations

  • In HTML style emojis are not supported for the email templates and adding them may cut off your text. It's planned to be fixed in the future release. Until then, avoid using emojis in templates.
  • Only the font types (Open Sans, Arial, Times New Roman and Verdana) displayed on the email template creation will work.
  • Coding on the email template will not work on the actual email sent.
  • Default emails can be activated or disabled only by Property Owner, Organization Owner and Organization Admin. 
  • The Merge tag [table] does not work in custom email templates (created by the user).
  • If you want to use a business email address as sender (e.g., follow this guide).
  • The system uses property email address by default in the Reply to field, but it is possible to change it to another email if needed.

Access Email Templates

  1. In your Account menu, go to the Settings Page and click on the Email section
  2. Click on Templates

Types of Email Templates

Default Email Templates

Once your Cloudbeds  account is created, there will be different emails, created for your property by default. Continue reading below to learn more about each one of the different Default Email Templates.

Identify your Default Email Templates by the [merge tag] in the Subject.

If you have Groups feature enabled, your Email Templates will also include the following:

  • Default emails can be activated or disabled only by Property Owner, Organization Owner and Organization Admin. To edit the email template, click the gear icon, and then click Edit. Make sure you use a custom email solution if you deactivate the default emails. Learn more: Default Email Templates in Cloudbeds PMS
  • When editing the email template, do not include any comma in the From Name and Reply-to Name fields as it will cause an error in sending the email message from the system.
1. Reservation Invoice

Reservation invoice is the message which is sent together with guest invoice attached as PDF. It can be sent directly from reservation.

  • Before emailing invoice, Generate a New Invoice in the corresponding reservation
  • The language of the invoice template depends on the selected option in Invoice setup page. Check the following article for further details about Invoicing Settings.
2. Reservation Folio

By default, reservation folio contains merge tag [table] which auto-populates reservation rates, deposit, sub-total etc. It can be sent from Folio tab, in the reservation page directly:

3. Reservation Credit Note

With Advanced Invoicing feature, you can void and issue a credit note if an error had been made or there are changes need to be done to the invoice.

When issuing the credit note you can choose to send an email to your guest. They will receive an email (Reservation Credit Note template) with the credit note attached. Learn more: How to Void an invoice and issue a Credit Note

4. Reservation Confirmed

This email will be sent:

  1. When changing the reservations status to Confirmed
  2. When creating reservation (last step)
5. Reservation Canceled

You will be asked whether to send this email when changing the status of booking to Canceled:

Email will not be sent automatically to the guest if the reservation was canceled directly from the channels (OTAs).

6. Pending Confirmation

Will be sent out when new direct reservation is created and you have this option selected on the Confirmation Pending tab of the Policies page:

Learn more about the Confirmation Pending tab.

7. Group Profile Invoice and Group Profile Folio

The Group Profile Invoice and Group Profile Folio templates have the same functionalities as the Reservation Invoice and Reservation Folio, but applicable to Groups.

At the moment, it's not possible to use Group Profile Folio template via the Compose Message feature.

Custom Email Templates

Custom Email Templates can be created and customized to be sent later by the property in Cloudbeds. Use the Create Template button and follow the steps in this guide to get started.

  • The merge tags are used to populate data to them automatically. For example, the tag [start date] will automatically populate the check-in date for that guest.
  • Custom emails can be sent manually from reservation or be scheduled according to determined criteria. Learn more about Email Scheduling
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