We send multiple emails to customers on your behalf, to ensure that your guests and bookers are well informed about their reservations. Some are automatically sent following certain triggers (for example, the creation of a reservation), while others can be manually triggered at your property, or by the guest in Navigator. You can customize many of these emails in your mail templates, but some can't be changed at all—this is usually due to the GDPR, which ensures we let customers know that we have their data.


Automatic emails

Some emails are sent automatically—these emails are triggered when:


Automatic settlement fails

If an automatic settlement is enabled in the rate group that the reservation was booked with, and the customer's card information is either incomplete or invalid in Navigator, they'll receive this email. It contains a link to Navigator, where they can complete or change their card information.

A charge fails

If the customer tries to make a payment but there’s an issue with their card, they’ll receive this email. It contains a link to Navigator, where they can add a different payment card.

A charge is successfully preauthorized

If a preauthorization is successfully created, the customer will receive this email. It contains a short message explaining that preauthorizations only hold funds temporarily, and a receipt.

A charge is successful

If the customer successfully makes a card payment, they'll receive this email which contains a receipt and a message stating that they can request a physical copy of the bill from your property.

A customer has an unread message in Navigator

If a customer receives a message from your property in Navigator and doesn't open it for 5 minutes, they receive this email which informs them of the message and contains a link to Navigator where they can read it.

A new customer profile is created

When a guest provides their email address, they receive this email which contains a greeting message and instructs guests to follow a link to Navigator where they can add their personal information. It also contains a link to our data security policy (we're legally required to send this message so that guests are aware that we're storing their data).

An optional reservation is created

When an optional reservation is created, guests will automatically receive the Quotation email (if it is enabled in your stay settings). It contains a link to Navigator, where the customer can confirm or cancel the reservation. You can customize the Quotation email in your mail templates.

An optional reservation is going to be released in 24 hours

When a reservation is due to be released in 24 hours, guests will automatically receive the Release reminder email (if it is enabled in your stay settings). It contains a link to Navigator, where the customer can confirm or cancel the reservation. You can customize the Release reminder email in your mail templates.

A reservation ends

When a reservation ends, guests will automatically receive the After end email (if it is enabled in your stay settings). You can customize the After end email in your mail templates.

A reservation is canceled

When a reservation is canceled, guests will automatically receive the Cancellation email (if it is enabled in your stay settings). You can customize the Cancellation email in your mail templates.

A reservation is confirmed

When a reservation is confirmed, guests will automatically receive the Confirmation email (if it is enabled in your stay settings)—this email also contains a QR code that guests can use to find their reservation at an Operator kiosk at your property. You can customize the Confirmation email in your mail templates.

A reservation created by a booker is confirmed

When a reservation that was created by a booker is confirmed, the booker will automatically receive the Booker confirmation email (if it is enabled in your stay settings). You can customize the Booker confirmation email in your mail templates.

A reservation starts

When a reservation starts, guests will automatically receive the After start email (if it is enabled in your stay settings). You can customize the After start email in your mail templates.

A reservation is due to start in 48 hours

Forty-eight hours before a guest's reservation begins, they receive a welcome email that encourages them to check-in online and to complete their profile in Navigator before they arrive.

A reservation is due to end

The day before a guest's scheduled departure, they will automatically receive the Online check-out invitation email (if online check-out is enabled in your stay settings).

Manually-triggered emails

Some emails are not automatically sent by Mews, but are triggered by either you or the customer. They are triggered when:

You send a bill

You can choose to send this email to a customer when you view one of their bills—when you're in a closed bill, click the Envelope icon to send a short message and a copy of the bill to the customer.

A guest or booker adds a companion email address

When the owner of a reservation (or the booker) adds a companion's email address in Navigator, the companion is sent this email. It contains a link to Navigator, and instructs guests to fill in their personal information before arriving.

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