Email FAQs and troubleshooting

This article covers the most frequently asked questions and troubleshooting about the Email section in Cloudbeds PMS.

Frequently asked questions

What if my email scheduling conditions are not met?

Example 1

  • I created a schedule to send a "Welcome email" 2 days before check-in
  • Today is February 15th, a new booking has come in with check-in date February 16th

How will it work?

  • The Welcome email will not be sent for this booking, since 2 days before the check-in for this booking is actually February 14th, which has already passed. The system will not recognize this booking as applicable for this email scheduling.
  • If a reservation is received with check-in date February 18th, then, the email will be scheduled, 2 days before check-in that is February 16th.

Example 2

  • I created schedule to send email 0 days after checkout at 12.00 PM
  • My guest will be checking out today

How will it work?

  • If I check out the guest at 12.05 PM - the email will not be scheduled, since the scheduling requirement has already passed.
  • If I check out the guest at 11.50 AM - the email will be scheduled, since it is still meeting the scheduling requirement.
What will happen to the scheduled emails if I change my timezone?
  • The time chosen for the email will stay the same.
  • Example: the email was previously set to be sent at 4 PM (GMT 00:00). Later the timezone was changed to GMT +01:00, the email will still be sent at 4 PM but now in GMT +01:00.
I cannot see the email under Email Messages tab, is it scheduled?

Based on the reservation source and status, there are certain criteria the system use to display the scheduled email under Email Messages.  See below for more details:

  • Make sure that the related reservation(s) meet(s) the corresponding requirements:
    • Reservation status change (canceled, no-show, checked-in, checked-out, confirmed, pending confirmation)
    • Other (based on booking date, check-in/check-out date)
  • If after making sure the criteria above is correctly met the issue still persists, reach out to our Support Team for further assistance.

The Checked-in email will be displayed under the Email Messages tab of the Reservation Details Page when the current reservation status is in-house.

How Cloudbeds PMS determines the language of guest's confirmation email?

Cloudbeds PMS sends confirmation email to your guest when the reservation is created manually within the PMS or via the Booking Engine. Your guest will receive a confirmation email either Reservation Confirmed or Pending Confirmation depending on your reservation confirmation type in your Policies.

  • Reservations made via Booking Engine: When your guest books a room on the Booking Engine, they can select the platform language in the right upper corner of the screen. This determines the language of the email confirmation.
  • Reservation made within Cloudbeds PMS: When a reservation is created manually, the language of the email confirmation is determined by country entered in Guest Details.

For reservations made on an OTA (Online Travel Agency), the OTA is responsible in sending out confirmation emails. For more information about the language selection, contact the OTA directly.

Emails/Notifications troubleshooting

Issue: My guest is not receiving emails sent from Cloudbeds PMS

The possible reasons email was not sent will depend on the email type:

Email type Possible reason(s) why the email was not sent
Reservation Confirmed

This email is sent automatically for direct reservations only and not for OTA reservations 

  • The Reservation Confirmed email can only be sent automatically for direct reservations (created within Cloudbeds PMS and Cloudbeds Booking Engine) if configured correctly.
  • This email     won't be sent automatically to the guest if the reservation was made on an     OTA (Online Travel Agency). The OTA is responsible for sending out confirmation emails. You may still use the Compose Message function to send Reservation Confirmed to your guest     if needed. Follow the steps here.

This email is sent when changing reservation status to Confirmed by clicking Confirm and Email Guest  

  • When changing the reservation status to Confirmed on Cloudbeds PMS, the button Confirm was clicked and instead of Confirm and Email Guest, therefore, the Reservation Confirmed email was not sent to the guest.

The option to Send the customer an automatic confirmation email in the Booking Engine settings is not enabled   

  • The email will only be sent if this option is enabled in the Booking Engine  Settings. 
Reservation Canceled

This email will be sent only if the button Cancel and Email Guest or Cancel and Email Guest (without rates) is clicked

  • In case you selected Confirm Cancellation instead of Cancel and Email Guest or Cancel and Email Guest (without rates), the cancellation email will not be sent to the guest.

Email won't be sent automatically to your guest if the reservation was cancelled inside the OTA.  

  • If the reservation was made on an OTA (Online Travel Agency) gets cancelled inside the OTA, the OTA is responsible for sending the cancellation email to your guest.

  • Important note: Cancelling a reservation made on OTA inside Cloudbeds PMS is only supported for certain OTAs. For other OTAs, the reservation must be canceled inside the OTA. Find more information about How to cancel or modify reservations made on OTAs
Issue: I (user) am not receiving system notification from Cloudbeds PMS
Issue Solution or possible reason(s) why
1. Your email address is not included in the list of recipients for notifications

Only users or email addresses added to the recipient list will receive the notification. Every notification has its own list on the System Notification Preferences page.

Check if you have been added to the list and make sure the email address is correct: Cloudbeds PMS Notification Preferences

2. Cloudbeds PMS only sends out a notification for direct reservations and bookings made on certain OTAs (Online Travel Agencies) only Cloudbeds only sends booking notifications to you on behalf of:
  • Expedia
  • Booking.com
  • Hotelbeds
  • TripAdvisor
  • Reconline
  • Agoda
  • BestDay
For other OTAs, the OTA is responsible for notifying you about new reservations.
3. Cloudbeds emails were previously marked as spam


It also may happen that you have marked the messages from Cloudbeds as spam once, and our mailing system has "remembered" this, preventing the notifications from being sent.

To check if this is true you, reach out to our Support Team.

4. Email was accidentally moved, removed or archived

Ask the guest to check spam and trash folders or search for archived emails

5. The mail filter moves the emails automatically to trash folder

Sometimes the email can have a filter that moves incoming emails automatically, ask the guest to check every folder including the trash folder

6. Email inbox might be full, and the emails are bouncing

There must be sufficient space to receive the emails.

Other issues and their solutions
Issue Solution or possible reasons why

1. Guest's email address is missing or incorrect

The guest's email address is missing in the system; therefore, any email communication to the guests cannot be sent. Make sure the guest's email address is added and correct in the Guests Details tab inside the reservation.

2. You are using an email domain such as @yahoo.com or @aol.com which doesn't permit Cloudbeds to send an email on your behalf

Some email providers do not allow third-party systems to send out an email on your behalf. If the email address entered in Send From field is @yahoo.com or @aol.com, there is a possibility the email will fail to be sent to your guest.

In some cases, you may see the email address admin@cloudbeds.com in the Send From. This is so that the system can continue sending the emails to your guests.

3. Your property is using a business email address, but you have not authorized Cloudbeds as a sender for your property domain via Sender Policy Framework (SPF) Your property is using a business email address to send the emails from the system but you have not authorized Cloudbeds as a sender for your property domain via Sender Policy Framework (SPF). Learn more here

4. There is a comma (,) entered in the From Name and Reply-to Name within the email template

When editing the email templates, you included a comma (,) in the From Name and Reply-to Name fields causing an error in sending the emails. See article: Create, edit, enable or disable Custom Email Templates

5.  There's a comma (,) entered in your Property Name within the section Property profile

Errors may occur in sending emails if there is a comma included in your Property Name within the Property Profile section. Make sure there is no comma in the Property Name, check this article section to learn more.

6. Email was accidentally moved, removed, or archived

Ask the guest to check spam and trash folders, or search for archived emails

7. The mail filter moves the emails automatically to the trash folder
Sometimes, the email can have a filter that moves incoming emails automatically. Ask the guest to check every folder including the trash folder.

8. Email inbox might be full, and the emails are bouncing

There must be sufficient space in order to receive the emails.

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