Email Sending rules

💡To set up and customise your property’s scheduled emails, follow these steps:

Go to Emails > Scheduled emails.
Click the Create new button on the relevant email type (Pre-stay, During-Stay, or Post-stay).
Choose type — select the type of email to create, for example, an Information or Upsell email (the available types will depend on whether you are creating a Pre-stay, During-Stay, or Post-stay email).

Learn more: Overview of scheduled emails

To decide when a guest should receive a scheduled email, once you have created your email in Emails > Scheduled emails, in the Email edit, go to the Sending rules tab.

The number of available Sending rules settings will depend on the type of email you are creating, however the two below Sending rules are available for all types of scheduled emails:

When should the email be sent? — choose the time you want emails to be sent.
Email exclusions — you can Exclude emails and Exclude domains from receiving the email. (This setting is in addition to the entries listed under Emails > Global exclusions).

Sending rules for Pre-stay Upsell and Information emails

To set up Sending rules for Pre-stay Upsell and Pre-stay Information emails, in Email edit, go to the Sending rules tab to configure the following settings:

When should the email be sent — turn the Send instantly toggle on to send the email once a reservation is made. If you do not want emails to be sent instantly, turn the toggle off.
How many days before arrival, from minimum to maximum, should the email be sent? — if you do not want emails to be sent at the time of booking, use the slider to determine when the email should be sent to the guest, from earliest to latest (0-30 days before a guest’s arrival).
When do you want to start sending the email? —choose the time you want emails to be sent.
Email exclusions — Exclude emails and Exclude domains from receiving the email. (This setting is in addition to the entries listed under Emails > Global exclusions).💡 Insert content also works in the Email subject line — we recommend to add the Guest first name tag to the Email subject line as it’s known to help with open rates, which is essential to successful communication with guests.

➕ Example:

To send the email to the guest 3 days before arrival at the earliest (they can also be sent 1-2 days prior to arrival for last-minute bookings), set the slider at earliest at 3, and the latest at 1. To schedule the email to be sent at 10 AM on the defined day, under When do you want to start sending the email? Select 10:00 from the drop-down.

Sending rules for pre-stay Reservation confirmation emails

To set the sending rules for Pre-stay Reservation confirmation emails, in the Email edit, go to the Sending rules tab to configure the following settings:

When should the email be sent? — for pre-stay reservation confirmation emails, this setting defaults to Guest created (the pre-stay reservation confirmation email will be sent when a booking is created).
Email exclusions — Exclude emails and Exclude domains from receiving the email. (This setting is in addition to the entries listed under Emails > Global exclusions).

⚠️ The rate at which we receive reservation data varies across different integrations, so keep in mind the reservation confirmation email may not be suitable if data is only received once per day.

Sending rules for during-stay Information emails

To set the sending rules for during-stay emails, in the Email edit, go to the Sending rules tab to configure the following settings:

When should the email be sent? — select the number of days from the drop-down, from Same day to 31 days, and select after arriving or before departure.
Which guests are you targeting? — likewise, select the number of days from the drop-down, from Same day to 31 days, and select or more, or less.
When do you want to start sending the email? — choose the time you want emails to be sent.
Email exclusions — Exclude emails and Exclude domains from receiving the email. (This setting is in addition to the entries listed under Emails > Global exclusions).

Sending rules for Post-stay Feedback and Information emails

To set the sending rules for Post-stay Feedback and Post-stay Information emails, in the Email edit, go to the Sending rules tab to configure the following settings:

When should the email be sent? — select the number of days from the drop-down How many days after departure should the email go out?, from Same day to 31 days.
When do you want to start sending the email? — choose the time you want emails to be sent.
Email exclusions — Exclude emails and Exclude domains from receiving the email. (This setting is in addition to the entries listed under Emails > Global exclusions).

💡 Remember: if you want to send the feedback email on the date of departure, make sure you adjust the email send time so that it will only be sent after the time the guest will be checked out.