What are the different types of documents I can set up and send to guests?

Booking Confirmation

This is the email that can be sent to the guests with their reservation confirmation details to inform your guests that their reservation is confirmed including the information you find relevant for them to know.

Cancellation Confirmation

This is the email that guests receive to confirm their cancellation. This email will inform the guest that the cancellation has been processed and can be accompanied by any other relevant information you want them to know.

Booking Confirmation for Returning Guests

This will send an email document with the reservation confirmation when the system recognises that this is a returning guest via their email. If this document is configured, the initial booking confirmation email will not be sent so that the guest can receive the personalised confirmation document.

Booking Confirmation OTAs

This document can be set up if you would like to differentiate your communication with bookers from OTAs. Please mind that you cannot specify which booking channel. In the case that you set up this template, all bookers who have booked via any external channel will receive this email. 

Booking Proposal

Create provisional bookings and send booking proposals to guests, which are linked to the booking confirmation document. This is a manual document.

Pre-Stay

This is the email sent to the guest before their arrival with all relevant booking details and in this document you can link the online check-in. 

Post-Stay

This is the email sent to the guests a few days after their stay, providing follow-up communication with your guest after their stay at your property. Add a discount code here for your guests to encourage returning bookers directly on your booking engine.

Same as the pre-stay, to set up the send time, go to Settings > scroll down to emails.

Payment Requests

The payment request is an email that can be sent to guests requesting payment for a due amount on their reservation. With a PSP (payment service provider) you can request guests to make online payments on a partial or full amount.

Payment Confirmation

This is the email that is automatically sent out to the guests who’ve made payments using the payment link of the payment request document to confirm that the payment was successfully processed.

Payment Reminder

The payment reminder is an email you can send to guests to remind them of outstanding amounts from their invoices to be paid. The payment reminder includes a payment link guests can use to pay with their credit card.

Check-in Confirmation

This is an automatic email that will be sent to guests as soon as they complete the online check-in form. You will also receive a copy. 

Guest Registration

This is the form with the guest's registration details. This form can be printed for the guest to sign during the check-in or it can be saved on your hard drive. 

Invoice Email

This is the email you can send guests & bookers with their invoice or proforma invoice. Once you create the invoice, this email will be sent automatically. 

Online Check-out

Next to the online check-in, we also allow for guests to check out online. This can be done by using this document. It is automatically enabled in your account. If you do not wish to use it, please delete the document. 

Online Check-out Confirmation 

As a confirmation to guests who do decide to check out online, an automatic document will be sent to confirm once they have completed the process. 

Invoice Statement 

This document allows hoteliers to consolidate several invoices belonging to a booker (or guest) and send them as one invoice statement. This is a manual document, more info on how to send it please check this article.

Allotted Reservation Link 

This document is part of the RoomRaccoon room allotment functionality. It includes a link for guests to book their rooms directly. This is a manual document, more info on room allotment please check this article. 

Custom Documents

Custom documents are emails you send your guest with additional information or “good to know” such as big events happening or promotions you might be having.

Are there any other documents that I can set up to send automatically? 

To sum up, the documents that are sent automatically are: 

• Booking confirmation

• Cancellation confirmation 

• Booking confirmation for returning guests 

• Pre-stay

• Post-stay

• Payment confirmation - if you have this setup 

• Online check-in confirmation - if you have this setup 

• Online check-out confirmation - if you have this setup 

Besides these documents, there are no documents that can be setup to be sent automatically. You can however set up a custom document for a specific purpose or event. 

Where do I edit the time at which a document is sent? 

You can only edit the time of sending for the pre-stay and post-stay document. You can do so in the Settings module > scroll down to Emails > use the fields to add the number of days prior or post the stay that you want it to send. 

What is a replace tag?

The value in the tag will be replaced by the actual information guests & bookers have inputted. For example, when you use: %guest_firstname% the guest’s name (that you have set up in guest information) will pop up in the email sent. You can use replace tags to personalise documents.

Why is there no information shown in the email even though there is a replace tag in the document template? 

Please note that if the information in the replace tag is not available in the reservation, this will be left blank. For example: if the replace tag %guest_firstname% is used in your template, but the guest has not filled out this information, there will be no data to be shown in the email.

Why is my document not showing the guest name? 

Is there information filled out in the Guest & Rate section? If not, then there is no data to extract into the document. 

Tip: you cannot make a reservation without a booker, so a safer option would be to use the booker replace tags in the event the online check-in is not filled out. 

Who can edit or add a document? 

Changes to the document or creating a new document can only be done by the manager or by a team member with managerial user access.

What documents will I (the hotelier) receive a copy of? 

You receive a copy of all documents RoomRaccoon sends to your guests. 

Tip: to organise your inbox, you can create filters that automatically sort these emails into dedicated folders. To find out how, please check with your email provider like for example Gmail.