We know how important it is to keep your customers informed about their reservations and payments. That's why Mews sends some of our transactional emails automatically, to save you time. But don't worry, many of these emails can be customized or disabled.

How are emails sent?

πŸ€– An automatic email is sent automatically by Mews when something occurs (e.g., a payment card fails). Automatic emails can be enabled or disabled.

πŸ”§ A manual email is only sent when someone at your property manually chooses to send them, so they can't be enabled or disabled. Instead, you can choose whether they're sent by default or not.

Terms you should know

✨ A booker is a non-staying customer who makes a reservation for someone else.

✨ The reservation owner is the main guest on a reservation.
✨ A companion is anyone on a reservation who is not the reservation owner.

After end πŸ€–

This email is automatically sent when the reservation is checked out.

Note: To send out this email, you have to enable it.

πŸ™‹β€β™€οΈ Who is it sent to? The reservation owner.

🚫 Can it be disabled? Yes.

✍️ Can it be customized? Yes.

πŸ“© Can you manually resend it? Yes.

After start πŸ€–

This email is automatically sent when the reservation is checked in.

Note: To send out this email, you have to enable it.

πŸ™‹β€β™‚οΈ Who is it sent to? The reservation owner.

🚫 Can it be disabled? Yes.

✍️ Can it be customized? Yes.

πŸ“© Can you manually resend it? Yes.

Automatic settlement failure πŸ€–

This email automatically is sent when automatic settlement fails, either because a card is not attached to the reservation or the attached card fails for some reason (insufficient funds, invalid card, etc.).

Note: This email is not sent if the card is virtual.

πŸ™‹β€β™€οΈ Who is it sent to? The reservation owner.*

🚫 Can it be disabled? Yes, contact our Customer Care team.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

* If we don't have the reservation owner's email address, we'll send it to the booker.

Before start πŸ€–

This email is automatically sent 48 hours before check-in. It leads the guest to Navigator, where they can add any legally-required information (e.g., address, passport number, etc.).

Note: This email is not sent if the reservation is made less than 48 hours before check-in or the customer has already provided all legally-required info.

πŸ™‹β€β™‚οΈ Who is it sent to? The reservation owner and any companions whose email addresses are in Mews.

🚫 Can it be disabled? Yes, contact our Customer Care team.

✍️ Can it be customized? Yes, you can partially customize it.

πŸ“© Can you manually resend it? Yes.

Bill sent πŸ”§

You can choose to send a customer their bill via email after it is closed.

πŸ™‹β€β™€οΈ Who is it sent to? The customer who paid the bill.

🚫 Can it be disabled? N/A

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? You can send the bill as many times as you want.

Booker confirmation πŸ€–πŸ”§

The confirmation email is sent when a reservation is made or an optional reservation/inquiry is confirmed. This is the version that is sent to bookers, rather than reservation owners. See also Confirmation.

Note: When you have enabled it, this email is sent automatically for channel and direct (Distributor) reservations. It is sent manually when you make a reservation in Commander (i.e., you can choose whether or not to send it).

πŸ™‹β€β™‚οΈ Who is it sent to? The reservation booker.

🚫 Can it be disabled? Yes.

✍️ Can it be customized? Yes.

πŸ“© Can you manually resend it? Yes.

Cancellation πŸ”§

You can choose to send this email to a customer when you cancel their reservation.

πŸ™‹β€β™€οΈ Who is it sent to? The reservation owner.*

🚫 Can it be disabled? N/A

✍️ Can it be customized? Yes.

πŸ“© Can you manually resend it? Yes.

* If we don't have the reservation owner's email address, we'll send to the booker.

Charge failure πŸ€–

This email is automatically sent when an online (Merchant) payment fails for any reason (insufficient funds, invalid card, etc.).

Note: This email is not sent if the card is virtual.

πŸ™‹β€β™€οΈ Who is it sent to? The customer who made the payment.

🚫 Can it be disabled? Yes, contact our Customer Care team.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Charge preauthorization success πŸ€–

This email is automatically sent when a preauthorization is created.

πŸ™‹β€β™‚οΈ Who is it sent to? The customer who made the payment.

🚫 Can it be disabled? No.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Charge success πŸ€–

This email is automatically sent when a card is charged.

πŸ™‹β€β™€οΈ Who is it sent to? The customer who made the payment.

🚫 Can it be disabled? No.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Companion invitation πŸ€–

This email is automatically sent to a companion after they are added to a reservation in Navigator. It invites them to provide any legally-required information before their stay.

πŸ™‹β€β™‚οΈ Who is it sent to? A reservation companion.

🚫 Can it be disabled? No.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Confirmation πŸ€–πŸ”§

The confirmation email is sent when a reservation is made or an optional reservation/inquiry is confirmed. This is the version that is sent to reservation owners, rather than bookers. See also Booker confirmation.

Note: When you have enabled it, this email is sent automatically for channel and direct (Distributor) reservations. It is sent manually when you make a reservation in Commander (i.e., you can choose whether or not to send it).

πŸ™‹β€β™‚οΈ Who is it sent to? The reservation owner.*

🚫 Can it be disabled? Yes.

✍️ Can it be customized? Yes.

πŸ“© Can you manually resend it? Yes.

* If we don't have the reservation owner's email address, we'll send the Booker Confirmation email instead.

Customer added πŸ€–

This email is automatically sent when a new customer profile is created in Mews.

Employees can manually create customer profiles, or they can be automatically created by Mews when a reservation is made or a guest is added to a reservation.

πŸ™‹β€β™€οΈ Who is it sent to? The email address attached to the profile.

🚫 Can it be disabled? Yes, contact our Customer Care team.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Online check-out invitation πŸ€–

This email is automatically sent at midnight on the day of check-out. It leads the customer to Navigator, where they can check out online.

Note: This email is only sent if online check-out is enabled.

πŸ™‹β€β™€οΈ Who is it sent to? The reservation owner.

🚫 Can it be disabled? No.

✍️ Can it be customized? Yes, you can partially customize it.

πŸ“© Can you manually resend it? No

Password reset πŸ€–

This email is sent to customers after they request to reset their password in Navigator.

πŸ™‹β€β™‚οΈ Who is it sent to? The user trying to reset their password.

🚫 Can it be disabled? No.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Payment authorization (3DS) πŸ€–

This email is automatically sent to customers when they make a payment that requires 3DS authorization.

πŸ™‹β€β™€οΈ Who is it sent to? The customer who made the payment.

🚫 Can it be disabled? No.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? Yes.

Payment authorization failure πŸ€–

This email is automatically sent to customers when 3DS authorization fails. It informs them that they'll be sent the Payment Authorization email again, to retry 3DS verification.


πŸ™‹β€β™‚οΈ Who is it sent to? The customer who made the payment.

🚫 Can it be disabled? No.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Payment request created πŸ€–

This email is automatically sent to customers after a payment request is created. It leads to a landing page where they can pay online.

πŸ™‹β€β™€οΈ Who is it sent to? Whoever the payment request was sent to.

🚫 Can it be disabled? No.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

Quotation πŸ”§

You can choose to send this email when an optional reservation or inquiry is created. It contains a summary of the optional reservation(s).

Note: If a customer has more than one optional reservation, they're all included in the email. If there are more than 5 optional reservations to list, a PDF with the summaries of each reservation is attached to the email.

πŸ™‹β€β™€οΈ Who is it sent to? The reservation owner.*

🚫 Can it be disabled? No.

✍️ Can it be customized? Yes.

πŸ“© Can you manually resend it? Yes.

* If we don't have the reservation owner's email address, we'll send it to the booker.

Release reminder πŸ€–

This email is automatically sent 24 hours before an unconfirmed, optional reservation is scheduled to be released. It leads the customer to Navigator where they can confirm or cancel the reservation.

Note: To send out this email, you have to enable it.

πŸ™‹β€β™‚οΈ Who is it sent to? The reservation owner.*

🚫 Can it be disabled? Yes.

✍️ Can it be customized? Yes.

πŸ“© Can you manually resend it? Yes.

* If we don't have the reservation owner's email address, we'll send it to the booker.

Unread message notification πŸ€–

This email is sent when the customer has an unread message from you in Navigator.

πŸ™‹β€β™‚οΈ Who is it sent to? Any customer who has unread messages.

🚫 Can it be disabled? Yes. Customers can disable this email in their Navigator settings.

✍️ Can it be customized? No.

πŸ“© Can you manually resend it? No.

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