If you noticed that emails sent to your guests are sent in English and not in your preferred language, see below what are the potential reasons.
The language of the emails depends as follows and in this order.
Preferred language of the guest
For manually created bookings you can setup the language in the guest profile upon creation of the profile. It is not possible to change it afterwards. However, guests can change their language when they login to Navigator to complete their profiles or during the online check-in.
For Distributor bookings, the system takes the language of the Distributor that the guest selected when creating the booking.
Nationality of the guest
The nationality can be entered manually in the profile for bookings created in Mews.
For Channel Manager bookings we are also receiving the information from some Travel agents like Booking.com but not all of them send it.
Guests can also fill it in while creating Distributor reservations or completing their Navigator profiles.
Default language of the property
This setting is located in Menu > Settings > Property > Globalization. Make sure you have all the emails translated in your preferred language so in case there is no language selected by the guest or nationality in the their profile, they have the relevant translation for your emails.
Hint! There are some exceptions for multi-language speaking countries like guests with Swiss nationality. Since there are 4 official languages in Switzerland (French, German, Italian, Romansh), the emails will be sent in English as the system doesn't know in which area is the guest located and which of these languages they speak.
In case an email was sent to a guest in English although they had a different preferred language or nationality, contact us at [email protected] so we can investigate the reason.