This article covers the most frequently asked questions and troubleshooting about the Email section in Cloudbeds PMS.
Frequently asked questions
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.
- 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.
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.
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.
- Make sure to translate the email template Reservation Confirmed or Pending Confirmation to relevant languages you want your guest to receive. Follow the instructions in this article: Email Templates
- To limit the languages available on the Booking Engine, go to the Language Settings
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
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
This email is sent when changing reservation status to Confirmed by clicking Confirm and Email Guest
The option to Send the customer an automatic confirmation email in the Booking Engine settings is not enabled
|
| Reservation Canceled |
This email will be sent only if the button Cancel and Email Guest or Cancel and Email Guest (without rates) is clicked
Email won't be sent automatically to your guest if the reservation was cancelled inside the OTA.
|
| 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:
|
| 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. |
| 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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