Create, edit, enable or disable custom email templates

Custom email templates can be created and customized by the property to be sent later in Cloudbeds PMS. This guide shows how to create and manage custom email templates.

Looking for Default Email Templates instead? Click here.

Create custom email templates

Step 1 - Access Emails
  1. In your Account menu, go to the Settings Page and click on the Email section
  2. Go to the Templates tab
  3. Click on +Create Template
Step 2 - Fill out email details
  1. Template Name - Specify the name for the template. This is used for you to determine what the template is for. It will not be visible anywhere publicly
  2. Language-specific templates - Enabling Autofill All Languages will override all templates languages with the version below

The auto-fill option will fill all languages with text that you added to your system default language template. For example: If you use Cloudbeds PMS in English, all templates texts will be replaced with English version; if you use system in Portuguese, all templates texts will be replaced with Portuguese text.

  1. Send From - Email address from which the email will be sent. Some email domains (such as Yahoo) do not permit Cloudbeds to send emails using your email address, we suggest to test it first.
  2. Reply To - Email address that will be populated in the To field when the Reply button is clicked on the email
  3. CC and BCC Lists - List of all email addresses you want to CC / BCC. Separate each email address by a comma. Limit list to 5 email addresses or fewer

Do not include any comma in the From Name and Reply-to Name fields as it will cause error in sending the email message from the system.

  1. 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.
  • All default email templates on Cloudbeds PMS come with an auto-populated email address ( This email address is for reference only. This email address does not represent a real email address, meaning that any email sent to or to will not reach any Support source. To contact our Support Team, click here.
  • It is necessary to edit these email addresses with addresses from your Front Desk department, or any email considered by the hotel management.
Step 3 - Fill out message body details
  1. 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 below
  2. Attachments - Upload any attachments you would like to be included whenever this email template is sent
  3. Design Style - Click on Change to choose pre-styled designs (12) or create a custom design through HTML
  4. Enter your text and customize your email
  5. Save changes

Merge Tags are any section within brackets (i.e. [hotel name]), dynamically populated shortcuts.

For example:

  • 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 sees 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.
  • We recommend to not changing the default merge tags.
  • The merge tag [table] which auto-populates the reservation rates does not work for Custom Email Templates.

Learn more about Email Templates

Other email templates options

Edit, enable/disable or delete custom email templates

On each email template you can:

  1. Enable/disable the email template, by clicking on the toggle
  2. Edit or delete an existing template, by clicking on the gear icon
Add images and clickable icons
1. Host an image online

Currently, different email service providers support different types of images. Make sure the method used works properly for all of them when sending images to the guests through email. We suggest using the Image URL option rather than selecting from files on your PC because embedded image display will only work with the following email service providers:

  • iOS Mail
  • Outlook 2003
  • Apple Mail
  • Android default

Use of your preferred online image hosting and make sure the image format is compatible with all email service providers.

Things to note:

  • Gmail does not support regular embedded images and will display them incorrectly
  • Embedded images do not work for:
    • Outlook 2007+
    • Hotmail (
    • Yahoo! Mail
    • Gmail
2. Add an image to the email template
  1. Follow the steps to Edit your email template to choose the location inside of text, and put your cursor where the image should be inserted
  2. Click on Image icon inside of the Email Template
  3. On the image URL field, paste the image link.

Only the image source link within http://image link (after the <img src=) should be kept. Once you paste the link, go ahead and delete the rest of the URL.


  • Original link (example): <a href=""><img src="" alt="Beach" border="0"></a>
  • Link portion to keep:
  1. Click on Insert Image once you finish
  2. Save your changes
3. Add social media icons
  • Before getting started, follow the steps to Host an image online and upload the preferred Social Media (Instagram, Facebook, etc) icon image.
  • Make sure to select the HTML full link when copying the img src URL from your chosen image hosting site.
  1. In your Cloudbeds PMS, go to edit the preferred Email Template and click on the Code View. Choose the location inside of the text and put your cursor where the social media icon should be inserted
  2. Add your social media Profile link, and paste the image link after the img src section (below in purple)
  3. Click Save
  4. The social media icon will be clickable, and your guests will be able to access your profile when clicking on it

Remember to replace the example Social Media link ( from the example below, and replace it with your property's social media profile link (For example:

Email templates troubleshooting

Error - Subject: This field is required
  • Reason: This error occurs when the Subject field is not filled in the default property language
  • Solution: Fill in the subject in the corresponding default language. For example: If the default language of your property is English, then a template in Spanish will also need a subject for the English version.
  • Error preview:
Error - We detected that you probably use MS Word to generate an HTML email
  • Reason: This error occurs when the system detects that MS Word has been probably used to create the email, which can cause character incompatibility and show symbols instead of the expected text.
  • Solution: Follow the steps below:
    • Find the desired template and click Edit
    • Scroll down to the text box
    • Select all the text, and cut it off
    • Paste it in the same text box area
    • Save the changes
  • Error preview:
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