Why was my Guest Marketing account or campaign suspended?

Mariia Korostashevych

Updated October 19, 2026 12:41

Purpose	Understand why email sending was suspended in Cloudbeds Guest Marketing and identify the appropriate steps to restore sending when eligible.
Best for	Property owners, administrators, managers, and marketing teams responsible for Guest Marketing email campaigns.
Use this when	Email sending has been suspended in Guest Marketing, and you need to understand the reason and available reactivation options.
Requirements	Access to the Deliverability center in Guest Marketing to review the suspension notice and any available instructions.
Expected result	You can identify the suspension reason and take the appropriate action or request a review when available.
Limitations	Campaign sending is unavailable while suspended. Some suspensions require a Support review, and accounts suspended for a Terms of Use violation cannot be reactivated unless a review determines that the suspension was a mistake.

Introduction

Cloudbeds Guest Marketing suspends email sending when it detects signs that your emails could harm deliverability or that your account is at risk. While a suspension is active, you cannot send campaigns.

A sending suspension does not cancel your Cloudbeds subscription. Your subscription remains active while email sending is suspended.

How to find the suspension reason

Open the Deliverability center in Guest Marketing. The suspension notice or warning explains why sending was suspended.

Once you identify the reason, use the corresponding section below to understand what happened and what you can do next.

Common suspension causes and how to reactivate

Guest Marketing may suspend sending for different reasons, including campaign performance, unusual activity, and account security concerns. Expand the section that matches the reason shown in your Deliverability center to find the appropriate next steps.

If sending was suspended immediately after you set up Guest Marketing, the system may have detected unusual activity during registration. Your account requires an additional review before sending can resume.

Review our best practices for email deliverability, then contact Cloudbeds Support to request an account review.

When contacting Support, include the suspension notice, when the issue occurred, and any troubleshooting steps you have already completed.

Poor results on a campaign

Guest Marketing monitors how recent campaigns perform with mailbox providers such as Gmail and Outlook. Sending may be suspended when:

A campaign sent within the last 24 hours shows poor results.
A campaign sent to new contacts shows poor results in an early sample of recipients.

The Deliverability center identifies the campaign that triggered the suspension and displays the corresponding performance figures. For information about the monitored rates, see the email deliverability metrics guide.

The available reactivation process depends on whether this is your first suspension or a repeated occurrence:

First suspension: Follow the instructions in the Deliverability center to reactivate sending yourself.
Repeat suspension: Automatic reactivation is unavailable. If you believe the suspension was a mistake, contact Cloudbeds Support to request a review. Include the suspension notice, affected campaign, performance figures, and steps already taken.

Poor results on transactional emails

If transactional emails, such as booking-related messages, show poor results, sending of those emails may be paused.

Contact Cloudbeds Support so the team can review the quality of the messages and explain the available options.

Include the suspension notice, examples of affected emails, the approximate dates, and any troubleshooting already completed.

Suspected account compromise

If Guest Marketing detects suspicious account activity, sending is paused to help protect your account and data.

Cloudbeds Support opens a case to help you secure the account before reactivation.

Review the Support case and any instructions provided.
Change your account password.
Complete the security steps requested by Support.

Act promptly. Sending remains paused until the account is secured. When replying to the existing case, provide the suspension notice, relevant activity details, and the security steps already completed.

Terms of Use violation

If account activity violates the Cloudbeds Terms of Use, sending cannot be reactivated.

If you believe the suspension was applied by mistake, contact Cloudbeds Support to request a review.

Include the suspension notice, a description of the activity in question, and any relevant details that may help Support evaluate the case.

Avoid another suspension

Before sending again, review your email practices to reduce the risk of another suspension:

Clean your contact lists and remove contacts that should no longer receive marketing emails.
Send marketing emails only to guests who have agreed to receive them.
Verify your sending domain.

For instructions on preparing your contacts and verifying your domain, see Manage contact lists in Guest Marketing and How to Verify Your Domain for Cloudbeds Guest Marketing.

Understanding why sending was suspended and following the appropriate reactivation process can help you prepare for future campaigns. Review these resources for additional guidance on email deliverability, subscription status, and Guest Marketing functionality: