Email Templates


On 'Email Templates' page you may create and customize the email templates that you can later use to send to guests as well as edit the emails created in the system by default.
You can schedule these emails to be sent by the system based on a certain criteria from the "Email Scheduling" page.

Current Limitations

  • Please note that in html style emojis are not supported in email templates - adding them may cut off your text. It's planned to be fixed in the future release. Until then please avoid using emojis in templates
  • Default email templates can not be disabled, deleted or scheduled
  • Merge tag [table] does not work in custom email templates (created by the user)
  • The ability to add email addresses into cc and bcc fields of a template is temporarily restricted for security purposes
Emails created in myfrontdesk by default

IMPORTANT: These email templates can be edited (see section 'Editing Email Templates' below) but they can not be disabled, deleted and scheduled.

If you need to schedule a certain email type - you would need to create a custom email template and schedule it.

Once your myfrontdesk account is created there will be 5 email templates created by default. Click on the template type see when this email can be sent out:

1. Reservation invoice

Reservation invoice is the text which is sent together with guest invoice attached as pdf. It can be sent directly from reservation:

Here's an example of what the guest will receive:

2. Reservation folio

By default reservation folio contains merge tag [table] which autopopulates reservation rates, deposit, sub-total etc.
It can be sent from reservation directly:

Here is how the folio template may look like in myfrontdesk and as  sent email:

3. Reservation confirmed

This email can be sent

-when changing king status to 'Confirmed'

-when creating reservation (last step);

-for Mybookings reservations you setup whether to send out confirmation email automatically on Mybookings Settings page:

Email won't be sent automatically to the guest if the reservation came from OTA (imported from myallocator)

4. Reservation cancelled

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

Email won't be sent automatically to the guest if the reservation was cancelled from OTA and then cancellation was sent to myfrontdesk from myallocator

5. Pending confirmation

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

6. Group Profile Folio

If you have Groups feature enabled, you can use the Compose Message feature and select the Group Profile Folio template. The e-mail will be sent to individual reservation, where you composed this message:

You can also email the group folio, please, check here for more details.

[Demo] Mountain Resort & SPA - Reservations - Google Chrome
Creating custom email templates

You can also create your own email templates and use the merge tags to populate data to them automatically. Custom emails can be sent manually from reservation and also scheduled. Learn more about how to schedule a specific email in our Knowledge Base.

Please note that merge tag [table] which autopopulates the reservation rates is not working in custom email templates

In order to create an email template you need to :

1. click Manage (gear icon)
2. go to Email Templates under Email Configuration section

On the same page you may also

  1. Enable/disable the email template
  2. Edit existing template
  3. Delete template
Editing email templates

You may customize any email template by editing the following settings:

1. Template Name: Specify the name for the template here. This is used for you to determine what the template is for. It will not be visible anywhere publicly.
2. Selecting template language: you may select the language from the drop down menu given and enter text so that the guests from specific countries will receive text in corresponding language.  

You can also choose to auto fill all languages:

  • The autofill option will fill all languages with text that you added to your system default language template (if you use myfrontdesk in English - all templates texts will be replaced with English version; if you use system in Portuguese - all templates texts will be replaced with Protuguese text etc.)
  • If you need to edit or add some text to the particular template after all languages were autofilled you should uncheck the autofill option and edit the needed template.
  • When you enable autofill option again all languages will be autofilled with the information you have in English template.

3. Send From: Email address from which the email will be sent
4. Reply-to: Email address that will be populated in the "To" field when the "Reply" button is clicked on the email
5. Email Type: (only for properties who enabled GDPR Compliance): If GDPR Compliance is enabled, every Email Template will have a required radio button specifying  whether email is marketing related. Templates flagged as marketing emails will only be sent to guests who opt in to marketing materials. Non-marketing emails will be sent to all guests you have ongoing business relations with.

6. Subject: Text that will appear as the subject of the email. To add dynamic content such as the name of the guest or phone number, use the "Insert Merge Tag" picklist.
7. Attachments: Upload any attachments you would like to be included whenever this email template is sent.
8. Design Style: select a template to apply a certain style to your email

9. Editing and customizing email template has the new interface. Here you may add text with customize text, upload header, footer and merge tags (to learn more please check the section below).

Using and Understanding Merge Tags

Any section within brackets (i.e. [hotel name]) is known as a merge tag. Merge tags are dynamically populated shortcuts...Don't worry about the complicated definition. What you need to know is that we have created merge tags to make your life easier. Here is how they work:

Let's say you want to have your company's name show up within an email template, you could write it all out each time you wanted it to be shown or you could use the merge tag [hotel name]. When your guest views the email your full hotel name will show up anywhere you've used that merge tag. We also have merge tags that will automatically add confirmation numbers, cancellation numbers, and more. For a full list of available merge tags can be found here.

NOTE: We recommend that you do not change the default merge tags but feel free to add new one's for your property's needs.

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