Every email sent to guests from Mews

Front Office OperationsReservation ManagementMews Operations

It is important for you to keep your guests informed about their reservations and payments.  

To save you time, Mews sends some emails automatically. You can also customize, disable or send some of them manually.  

  • Mews sends an automatic email when something occurs, for example, a payment card failure. You can enable or disable automatic emails.
  • You can manually choose to send a manual email, so Mews can't enable or disable them. Instead, you can choose whether you want to send them by default or not.
 

Here are a few terms you should know beforehand:

  • A booker is a non-staying guest 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.



In this article you can learn about the following emails in detail:

Bookable service mail templates

After check-in 

Mews sends this email automatically when a guest checks in.

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

🙋‍♂️  Who is the recipient? The reservation owner.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? Yes .

 

After check in email, contains a welcome message, reservation details and a link to the booking

 

After check-out

Mews sends this email automatically when a guest checks out. When you provide a TripAdvisor ID number while setting up your property account, Mews automatically includes a link to review your property in this email.

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

🙋‍♀️ Who is the recipient? The reservation owner.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? Yes.

 

After check-out email, contains a thank you message and a link to a feedback page

 

Automatic settlement failed

Mews sends this email automatically when automatic settlement fails, either because a card is not attached to the reservation or the attached card fails for some reason, for example,  insufficient funds, or incorrect payment details. 

Note: Mews doesn't send this email if the card is virtual.
 

🙋‍♀️  Who is the recipient? The reservation owner. Note: If the system doesn't have any email address for the reservation owner, Mews sends it to the booker.
🚫 Can you disable it? Yes. Note: You can only disable the Automatic settlement failed email shown below not the 'Action Required' Automatic settlement error email.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Automatic settlement failed email, contains a message saying the payment card could not be verified and has a link to the Guest Portal.

Booker confirmation

Mews sends the confirmation email when a booker makes a reservation or confirms an optional reservation /inquiry. This is the version that Mews sends to bookers, and not the reservation owners.

Note: When you enable it, Mews sends this email automatically for channel and direct bookings, such as booking engine reservations. You can send it manually when you make a reservation in Mews Operations, that means you can choose whether or not to send it.
 

🙋‍♂️ Who is the recipient? The reservation booker.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? Yes.

 

Booker confirmation email, contains a confirmation message and reservation details.

 

Booking abandoned

Mews sends this email when a guest fails to complete payment in time for an optional booking they make via Mews Booking Engine. Mews does not send the Booking abandoned cancellation email automatically by default. To enable the feature, submit a support ticket through the Mews Digital Assistant.
 

🙋‍♀️ Who is the recipient? The reservation owner. Note: If the system doesn't have any email address for the reservation owner, Mews sends the email to the booker.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 
Booking abandoned email, contains a message saying the booking has been cancelled due to payment failure and has a link to the Booking Engine.

Cancellation

Mews sends this email to guests on reservation cancellation. Mews only sends cancellation emails to reservations you or the guest create via the Mews Booking Engine or Mews Operations, not via an integration. If the reservation is not via Mews Booking Engine or Mews Operations, Mews does not send the email, even if you check the "Send email to customer only" box.

Note:

  • If the reservation is part of an availability block booked through the Guest Portal, Mews sends the email to the reservation owner only, not the booker.
  • If the system does not have any email address for the reservation owner, Mews sends the email to the booker.
     
🙋‍♀️ Who is the recipient? The reservation owner and the reservation booker. 
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? Yes.

 

Cancellation email, contains a message saying the booking has been cancelled and the booking details. 
 

 

Companion invitation 

Mews sends this email automatically to a companion after a customer adds them to a reservation in the guest portal. It invites them to provide any legally required information before their stay.

 

🙋‍♂️ Who is the recipient? A reservation companion.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Companion invitation, contains a welcome message and a link to the Guest Portal.

 

Confirmation 

Mews sends this email to guests on confirmation of their reservation. 
 

Note: You can include an optional QR code attachment in this email to speed up check-in. Learn how to enable, disable or remove QR code attachments.
 

🙋‍♂️ Who is the recipient? The reservation owner. Note: If there is no reservation owner email address in the system, Mews sends the Booker Confirmation email instead.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? Yes.

 

Confirmation email, contains a confirmation message and a link to check in online in the Guest Portal. 
 

Guest email verified

Mews sends this email automatically after guests booking through a third party verify their email.
 

🙋‍♀️ Who is the recipient? The reservation owner.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.
Guest email verified email, contains a verification message and has a link to the Guest Portal.
 

Online check-in

Mews automatically sends this email 48 hours before check-in or immediately if you create the reservation less than 48 hours before check-in. It leads the guest to the guest portal, where they can add any legally required information, such as their address and passport number. Mews does not send this email if your guest has already provided all legally-required information.

By default, this email includes a QR code attachment to help speed up check-ins for properties using the Mews Kiosk. You can choose to disable this option.

 

Note: If you create a reservation after the property check in time, Mews does not send the email. For example, if the property check in time is set to 15:00, and you create a reservation at 18:00 for that same day, Mews does not send the email.

 

🙋‍♂️  Who is the recipient? The reservation owner and any companions whose email addresses are in Mews.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? Yes.

 

Online check-in email, contains a welcome message and reservation details. It has a link to check in online in the Guest Portal. 

 

Online check-in reminder

Mews automatically sends this email after 09:00 am on the day of arrival to all guests who received the "Online check-in" emails and still didn’t complete the online check-in. 
 
By default, this email includes a QR code attachment to help speed up check-ins. You can choose to disable this option. Learn more about how to do this here. 
 

🙋‍♀️  Who is the recipient? The guests who did not check-in online after they received the Online check-in email.
🚫 Can you disable it? Yes, but only if you disable the 'Online check-in' email. It cannot be disabled separately.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.
 
Online check-in reminder, contains a reminder message to check in online and has a link to the Guest Portal.

Online check-out

Mews sends this email prior to the guest's departure. It contains a link to lead guests to the online check-out. You can configure the time when you want Mews to send this email.
 

Note: Mews sends this email only if you enable online check-out.
 

🙋‍♀️ Who is the recipient? The reservation owner.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Online check-out email, contains information about their check-out and a link to check out in the Guest Portal.  

 

Optional booking reminder  

You can choose if you want Mews to send this email 24 hours before the scheduled release of an unconfirmed booking. This includes any bookings in the optional, inquired or requested state. 
 

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

 

🙋‍♂️ Who is the recipient? The reservation owner. Note: If the system doesn't have any email address for the reservation owner, then Mews sends the email to the booker.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? Yes.

 

Optional booking reminder email, contains a message about a booking that is on hold and has a link to the Guest Portal.


 

Payment failed 

Mews sends this email automatically when an online payment, such as Mews Payments fails for any reason, for example, insufficient funds or an invalid card.
 

Note: Mews doesn't send this email if the card is virtual.
 

🙋‍♀️ Who is the recipient? The guest who made the payment.
🚫 Can you disable it? Yes.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Payment failed email, contains a message about the payment card failure and has a link to the Guest Portal to add new card details. 
 

Quotation  

You can choose to send this email when you create an optional reservation or inquiry. It contains a summary of the optional reservations.

Note: 

  • If a guest has more than one optional reservation, Mews includes all of them in the email. If there are more than five optional reservations to list, Mews attaches a PDF with the summaries of each reservation to the email. 
  • Only guests can confirm the reservation.

 

🙋‍♀️ Who is the recipient? The reservation owner. Note: If there is no reservation owner email address in the system, Mews sends the email to the booker.
🚫 Can it be disabled? No.
✍️ Can it be customized? Yes.
📩 Can you manually resend it? Yes.

 

Quotation email, contains a message about the reservation being on hold and has a link to confirm the reservation in the Guest Portal.     

Sign in link

Mews sends this email automatically to guests when they access their reservation through an expired link from a previous communication. The email contains a new sign in link.
 

🙋‍♀️ Who is the recipient? The reservation owner.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.
 
Sign in link email, has a link to the Guest Portal.
 

General mail templates 

Bill sent 

You can choose to email your guest their bill after closing it. 
 

🙋‍♀️ Who is the recipient? The guest who paid the bill.
🚫 Can you disable it? N/A
✍️ Can you customize it? Yes.
📩 Can you manually resend it? You can send the bill as many times as you want.

 

Bill sent email, contains a message saying the bill is attached.
 
 

Bulk invoice reminder 

You can manually send a reminder to the bill owner that they have outstanding invoices. 

🙋‍♀️ Who is the recipient? The bill owner. 

🚫 Can you disable it? N/A 

✍️ Can you customize it? Yes. 

📩 Can you manually resend it? You can send the email as many times as you want. 

 

Card verification needed

Mews sends this email automatically to guests when they need to verify a payment.
 

🙋‍♀️ Who is the recipient? The guest who is making the payment.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.
 
Card verification email, contains a message saying the card could not be verified and the guest needs to use the link to the Guest Portal to verify in the next 24 hours or their reservation will be cancelled.
   

Invoice reminder

You can manually send a reminder to the bill owner that they have an outstanding invoice.


🙋‍♀️ Who is the recipient? The bill owner.

🚫 Can you disable it? N/A

✍️ Can you customize it? Yes.

📩 Can you manually resend it? You can send the email as many times as you want.

Invoice reminder email, contains a message reminding the guest about an outstanding invoice.

 

Payment method verification needed

Mews sends this email automatically to guests when they need to verify a preauthorization.
 

🙋‍♀️ Who is the recipient? The guest who is making the payment.

🚫 Can you disable it? No.
✍️ Can you customize it? Yes.

📩 Can you manually resend it? No.

 

Payment method verification needed email, contains a message telling the guest to verify their card preauthorization. 
 

Payment request created

Mews sends this email automatically to guests on creation of a payment request. It leads to a landing page where they can pay online.

 

🙋‍♀️ Who is the recipient? The email where you sent the payment request to.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Payment request created email, contains a message telling the guest they have a pending payment and has a link to the Guest Portal. 
 

Payment verification failed

Mews sends this email automatically to guests when 3DS authorization fails. It informs them that they will receive the Payment Authorization email again, to retry 3DS verification.

 

🙋‍♂️ Who is the recipient? The guest who made the payment.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Payment verification failed email, contains a message about the payment verification failure.

Successful payment 

Mews sends this email automatically when you successfully charge a card via:

  • Mews Payments or
  • Mews Terminal 2.0

Note: Mews sends terminal receipt data to the guest for successful Mews Terminal payments.

 

🙋‍♀️ Who is the recipient? The guest who made the payment.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Successful payment email, contains a message confirming successful payment. 
 

Successful preauthorization

Mews sends this email automatically on the successful preauthorization of a card.
 

🙋‍♂️ Who is the recipient? The guest who made the payment.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Successful preauthorization email, contains a message about the successful preauthorization of a payment card.

 

Unread message 

Mews sends this email to notify your guest about an unread message in the guest portal.

 

🙋‍♂️ Who is the recipient? Any guest who has unread messages.
🚫 Can you disable it? Yes. Guests can disable this email in their guest portal settings.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

 

Unread message email, contains a message letting the guest know they have an unread message.

 

Verification code

Mews sends this email automatically to guests during online check-in, for their email verification.
 

🙋‍♀️ Who is the recipient? Only to guests booking through a third party.
🚫 Can you disable it? No.
✍️ Can you customize it? Yes.
📩 Can you manually resend it? No.

Verification code email, contains a message with a verification code or link.

 

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