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These are several email types that fire out along your customers’ booking journey with you. Below is the email sequence.

We’ve provided a basic template for each email, but you might want to change the wording to make it fit with your style. You can do this using the WYSIWYG (What You See Is What You Get) editor.

If you make alterations to your emails, REMEMBER to apply to all categories / units if applicable AND click SAVE at the bottom of the page!

Add your customer's payment information to the body of your email to keep them well informed about their booking with you.

For further customisation, you can add ‘custom tokens’ to bring more content into your emails. Click on where you want the additional field to go in your email, then on the ‘Tokens’ button, then from the new page that appears, click on the token you want to insert.

The email sequence

Here is a flow chart to summarise which emails fire off automatically, and when:  Email Flow Diagram

 Emails sent automatically when the customer is new to you

NEW CUSTOMER email

This email fires off immediately, only once, after your customer makes a booking online or you make a telephone booking for very first time. This generally contains a welcome and thank you for booking and their username and password for future reference.

Emails relating to bookings and payments

PROVISIONAL email (Optional) 

This email fires off immediately after your customer makes a booking online or you make a telephone booking but has not made any payment. This generally contains information about their booking and instructions on how to pay.  This email type is generally used for those who may not always want their customer to pay straight away.

You can have this email switched off and your customer will only receive the Deposit, Further Payment and Full Payment booking confirmations after a payment has been recorded by you or they have successfully paid online.

DEPOSIT or FULL PAYMENT email

As soon as your payment gateway (such as SagePay, WordPay, PayPal etc.) has recognised a payment has been successful it will then fire out a deposit or full payment email.

FURTHER PAYMENT email

If you take a further payment or you have ‘balance reminders’ set up, this email will automatically fire off on the day set to remind them to either log in or contact you to make their further or balance payment.

BALANCE REMINDER email

If you have ‘balance reminders’ set up, this email will automatically fire off on the day set to remind them to either log in or contact you to make their further or balance payment.

PRE ARRIVAL email

You can set up to send this email X number of days before their arrival. You might want to use this to tell your customer you’re looking forward to welcoming them and give them a little list of things they might like to do while they stay.

The pre-arrival email will only be sent if any outstanding payments have been paid in full. Unless you have the unit settings to pay on arrival, if you have this set, the pre-arrival email will automatically go regardless of any outstanding balances. 

FOLLOW UP email

You can set up to send this email X number of days after their departure. A nice gesture to say thank you and other information you’d like to send them.

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Additional Email Types – Created and Pushed by you

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BALANCE OVERDUE email

This is an email you can ‘push’ from the dashboard.  This is a gentle reminder email to say that the balance is now overdue.

BOOKING AMENDED email

Between all these email types being send to the customer, you may want to make an amendment to their booking.  When you make changes it will ask you if you’d like to send your customer an updated invoice/receipt.  

CREDIT email

This email template is used for issuing a credit back to the customer. Read more about recording a credit against the booking here.

BOOKING CANCELLED email

If you cancel a booking, the system will ask if you’d like to notify the customer.

AGENT / OWNER / TIME-SHARE email

These are additional emails if you have ‘Agent’, ‘Owner Notification’ or ‘Time-Share’ set up on the system.  Contact us to find out more about this.

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