The e-mails an apartment guest needs fall into three moments: when they book, shortly before they arrive, and after they leave. Set the wording once, switch on the ones that are off by default, and every guest gets the same clear messages without you typing them. Anything you want to say beyond that, you still write yourself.
This post lists the guest e-mails huttoro sends on its own, what to put in the one before arrival, how the thank-you after the stay works, and how to set wording, language and look once.
See which guest e-mails huttoro sends for you
Which guest e-mails go out on their own
Each of these is a template per property, and each type can be switched off for a property. All of them are on unless you turn them off, except the last two, which stay off until you switch them on.
| Moment | What it does | |
|---|---|---|
| A guest books on your site | Booking received | Tells the guest the booking is received and what to pay by when, with a link to their own booking page. It says the booking is confirmed once the payment arrives. |
| The first payment arrives, or you confirm | Reservation confirmed | Confirms the stay. |
| Before a due date | Payment reminder | Asks for the instalment that is due, not for the whole balance, once for each instalment. |
| After a due date has passed | Payment overdue, then cancellation notice | Asks once for the late instalment while the grace period runs. If it is still unpaid after that and automatic cancellation is on, the booking is cancelled and the guest is told. |
| A few days before arrival | Pre-arrival information | Sends the practical details for the arrival. |
| A few days after check-out | Returning guest offer | Thanks the guest and sends a one-time discount code for the next stay. |
When you cancel a booking yourself, the guest gets a cancellation mail with the reason you entered, if any. The payment mails are described further in deposit and cancellation terms for apartments.
Send arrival information a few days before check-in
The pre-arrival e-mail goes to confirmed guests, a set number of days before check-in. The default is 3 days, and you change it next to the switch. It is off until you turn on the pre-arrival e-mail in the Emails tab of the property.
The default text carries the arrival and departure times, the address and a link to the guest's own booking page. Rewrite it with whatever the guest needs on the day, such as how to get the key or the door code, so that the question does not arrive by message at night. A template has no conditions, so every guest of the property gets the same text with their own name, dates and links filled in.
If a pre-arrival e-mail was already logged for the booking, for example because you sent one by hand, huttoro does not send a second.
After the stay: a thank-you with a return code
A few days after check-out the guest gets a thank-you with a one-time discount code for the next stay. The code is made for that guest and works only with their e-mail address. The defaults are 10 percent, 3 days after check-out and a validity of 12 months, and you can change all three. The offer is off until you switch it on.
The mail links to your own booking page, so a guest who liked the stay can come back without going through a portal. That is the same idea as in direct bookings for your apartments.
No offer is sent when the booking has no e-mail address, when an offer was already sent for it, when the guest is on your list of people who never get a code, or when that address already holds a live code from you. huttoro sends no check-in reminder, no check-out reminder and no review request, so this is the only e-mail after a stay.
Set the wording, language and look once
A template has a subject and a body, with placeholders for the guest name, the dates, the property name and the payment details. In the e-mail settings you add your colour, your logo if you want it shown, your signature and your social links, and they apply to every e-mail of the property.
Guest e-mails go out in Czech or English. By default a guest is written to in the language they booked in, if you have enabled it, and everyone else gets your default language. A template you edit is stored as one text, so it goes out as you typed it whatever the guest's language. If you want both languages, leave the default template alone.
Preview each template and send a test to yourself before you rely on it. Every e-mail is logged with its recipient, status and full text, on the Emails page and in the Emails tab of the reservation, and any of them can be resent to the guest or to another address. Sent means handed to the mail provider without an error, which is not a guarantee that it reached the inbox.
Summary
- Guest e-mails fall into three moments: booking, before arrival and after the stay.
- The booking and payment mails are on by default and can be switched off for each property.
- The pre-arrival e-mail and the returning guest offer are off until you switch them on.
- Templates, branding and language are set once for each property.
- Every e-mail is logged and can be resent.
What to do now
- Switch on the pre-arrival e-mail for each apartment and rewrite its text with the practical details of your arrival.
- Decide on the returning guest offer, set the percentage and the validity, and add anyone who should never get a code.
- Preview each template, send yourself a test, and check the Emails page after the first real booking.
