This page is about the menu   (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES 

1 Confirmation Messages for Direct Online Bookings from the Booking Page

Email confirmation messages are automatically sent to all bookings made on your own web site but not for manually added bookings and bookings from channels which send their own confirmation (almost channels) and do not require Beds24 to send an additional one (for example Tripadvisor, VRBO/Homeaway XML).

By default Emails to guests are sent from Beds24.

If you want to use your own Email go to (SETTINGS) ACCOUNT > OUTGOING EMAIL to connect your Email account. Sub accounts can be used to use different outgoing email addresses for multiple properties in one account.

1.1 Email and Screen Messages

You have the option to customise the booking confirmation Email and screen messages to your guests. Customisation is optional, the essential booking details will be displayed and sent to the guest automatically.

Messages are sent from the Email account set in Outgoing Email.

Confirmation Emails are only sent to bookings from your own booking page. Booking channels send their own confirmations but you have the option to set up an Auto Action Email for bookings from booking channels if you want to send your own confirmation or additional information.

Booking confirmations can consist of up to three parts. This gives you the option to create specific messages:

• (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES - same information used on the screen and in the Email
• (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES - > TYPE MESSAGES - same information used on the screen and in the Email
• (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES > PERIOD MESSAGES - option to enter specific messages for screen and Email

The display order is:

1. Confirmation Message (first Part) (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES > Booking Confirmation Screen and Email Message (first part)

2. Deposit payment instruction (Optional) (SETTINGS)->PAYMENTS->PAYMENT GATEWAYS->PAYPAL/STRIPE/CREDIT CARD......

3. Type Message (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES > TYPE MESSAGES

4. Period Message (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES > PERIOD MESSAGES

5. Confirmation Message (last part) (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES > Booking Confirmation Screen and Email Message (last part)

6. Deposit Payment Message (Optional) (SETTINGS) PAYMENTS > PAYMENT COLLECTION

7. Payment Request Message (Optional) (SETTINGS) PAYMENTS > PAYMENT COLLECTION - only for payment requests

8. Payment Request Confirmation Message (Optional) (SETTINGS) > PAYMENTS > PAYMENT COLLECTION - only for payment requests

1.2 Confirmation Message

Booking Confirmation Screen and Email Message (first part) and Booking Confirmation Screen and Email Message (last part).

They will be displayed to the guest on the screen along with their booking details when they complete their booking Template Variables, which include information from the booking may be included. This text is optional, the essential booking details will be displayed to the guest automatically. This message is a way to personalise the booking.

At the bottom of (SETTINGS) GUEST MANAGEMENT > CONFIRMATION MESSAGES you can define how much space you want to leave between each section.

1.3 Specific Messages for Booking Types

If you have defined different booking types under (SETTINGS) PROPERTIES > BOOKING RULES or in RATES you can customise the booking notification for each booking type you use.

• Automatic no Deposit = Auto Confirmed with no security
• Automatic with Credit Card = Auto confirmed with credit card
• On Request = Request - manual confirmation required
• Request with Credit Card = Request with Credit Card - card details are collected
• Deposit Payment 1 = Confirmed with Deposit Collection 1 - via Payment Gateway
• Deposit Payment 2 = Confirmed with Deposit Collection 2 - via Payment Gateway

1.4 Specific Messages for Booking Periods

Additional rules can be setup for Booking Periods, go to (SETTINGS) -> PROPERTIES -> BOOKING RULES

• NEAR TERM BOOKINGS.

Near Term Booking Confirmation Screen Text: This message will be displayed to the guest on the screen along with their booking details when they complete a near term booking. Template Variables, which include information from the booking may be included. This text is optional, the essential booking details will be displayed to the guest automatically. This message is a way to personalise the booking.

Near Term Booking Confirmation Email Text: This message will be included in the confirmation email sent to the guest with their booking details when they complete a near term booking. Template Variables, which include information from the booking may be included. This text is optional, the essential booking details will be sent to the guest automatically. This message is a way to personalise the booking.

• EXCEPTIONAL PERIOD.

Exceptional Period Booking Confirmation Screen Text: This message will be displayed to the guest on the screen along with their booking details when they complete a booking during the exceptional period. Template Variables, which include information from the booking may be included. This text is optional, the essential booking details will be displayed to the guest automatically. This message is a way to personalise the booking.

Exceptional Period Booking Confirmation Email Text: This message will be included in the confirmation email sent to the guest with their booking details when they complete a booking during the exceptional period. Template Variables, which include information from the booking may be included. This text is optional, the essential booking details will be sent to the guest automatically. This message is a way to personalise the booking.

1.5 Deposit Collection

If you have set up deposit collection in (SETTINGS) PAYMENT COLLECTION the "Instruction" which you have entered in the deposit collection settings will be added to the confirmation message.

If you have set "Non Payment Booking Status" = Request in (SETTINGS) PAYMENTS >PAYMENT COLLECTION then the system may send two confirmation messages.

• The first message will be sent when the guest clicks "Confirm Booking" and before they have made the payment.

If you do not want to send two confirmation messages set "Non Payment Booking Status" = Cancelled.

1.5.1 Offline payment, Custom gateway or Credit card collection

If you have set "Non Payment Booking Status" = Request in (SETTINGS) PAYMENTS >PAYMENT COLLECTION then the system may send two confirmation messages.

• The first message will be sent when the guest clicks "Confirm Booking" and before they have made the payment.

• The second message containing the payment instruction message will be sent if a payment instruction for this method is entered in (SETTINGS) PAYMENTS > PAYMENT GATEWAYS->OFFLINE PAYMENT/CREDIT CARD CUSTOM GATEWAY after the guest completed the payment, entered their card details or accepted to pay offline.

If you do not want to send two confirmation messages set "Non Payment Booking Status" = Cancelled.

1.6 Email Subject

By default the subject contains the text "Your Reservation for" followed by the property name.

The subject can be customised for each language used. Template Variables can be used to include information from the booking.

1.7 Policies and Cancellations

You can enter your policies in (SETTINGS) PROPERTIES >DESCRIPTION. The template variables [PROPERTYLEGALPOLICY] or [PROPERTYCANCELPOLICY] will add this text to the confirmation message.

Alternatively, you can place a link to the terms and conditions on your web site.

If you allow cancellations you can send your guests a link to let them cancel via the system without contacting you. Include the template variable [CANCELURL] into your e-mail confirmation message.

1.8 Check Confirmation Emails

In (SETTINGS) PROPERTIES > CONFIRMATION MESSAGES > SIMULATOR you can check how the complete Emails look. If you put in a booking number you will see the exact text.

Select the appropriate language if you have activated multiple languages in (SETTINGS) BOOKING ENGINE > INTERNATIONALIZATION.

2 Confirmation Messages for Bookings from Channels, Confirmation Messages for Manually Entered Bookings

If you want to send confirmation messages or welcome messages to guests who did not book on your web site you can set up Auto Action Emails in (SETTINGS) GUEST MANAGEMENT > AUTO ACTIONS.

3 Other Messages

If you want to send additional messages you can set up Auto Action Emails in (SETTINGS) GUEST MANAGEMENT > AUTO ACTIONS.

4 Checking Guest Communication Messages

If you want to check if the message has been sent to the guest. Open the Booking, go to the Mail & Actions tab, there you will see various Mail/Actions that can be triggered on the booking.

You can see the table is split into sections, the top section is the Emails, then if you have used Auto Actions to trigger other actions (SMS, Booking, Booking Info Codes, Invoice/Pending Payments), you will see the Auto Action id in the groups in the table.

You will see if the auto action has triggered, when it triggered and reason if it has not yet triggered. In the last column you have the option to manually trigger the action, resend an email, if required.

With Auto Actions, you can trigger multiple items from the same auto action, ie, send an email, send an SMS, add a Pending Payment to a booking, add a booking info code, etc.

You can trigger the items individually by going down the list, to the action, then click 'Do Now' or 'Redo'.

If your Auto Action items include an 'Email' and other actions, then click on 'Send Now' or 'Redo' for the Email action, then in the pop-up window you will see the other items (tick box) that can/should trigger, you can select which actions can trigger with the Email, untick or leave all boxes to trigger all again.

5 Troubleshooting

Guest did not receive a confirmation message
Confirmation messages are only sent for bookings made on your own web site but not for manually added bookings and bookings from channels which send their own confirmation (almost channels) and do not require Beds24 to send an additional one (for example Tripadvisor). If this is the case ask the guest to check their spam folder. 

Confirmation was sent from [email protected]
If you have not set to send from your own Email address or sending from your own Email address does not work guests will receive their confirmation message from [email protected].  Go to  (SETTINGS) ACCOUNT > OUTGOING EMAIL and check your outgoing Email is  setup.