Set Up Pre-Arrival Emails
Turn on Pre-arrival Emails, choose a preset, and send a test email. This takes about 5 minutes.
This guide helps you schedule pre-arrival emails and personalize what guests receive.
| Setting | What It Controls | What Guests See |
|---|---|---|
| Pre-arrival Emails | Turns emails on or off | Reminders arrive before check-in |
| Schedule preset | Which days emails send | Timing matches your policy |
| Send time (local) | Daily send hour | Emails arrive at a consistent time |
| Sender name | Name in the From field | A recognizable hotel sender |
| Email subject + body | Message content | Clear instructions and next steps |
| Templates bar (Simple Editor) | Shows starter layouts | Faster email layout setup |
| Template variables | Personal details | Emails feel personalized |
| Test email | Preview output | You can confirm layout and links |
Step-by-Step Setup
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Go to Pre-Arrival → Email.
-
Turn on Pre-arrival Emails.
✓ Status shows Active and scheduling options unlock.
-
Choose a Schedule preset.
- Standard: 7, 3, 1 days
- Extended: 14, 7, 3, 1 days
- Minimal: 1 day
- Custom: Pick any days from 1-30
-
If you choose Custom, select the days to send.
✓ At least one day stays selected.
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Set the Send time (local).
✓ Emails use your hotel's local timezone.
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Keep Simple Editor selected to use starter templates.
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Click Templates to open the gallery.
✓ You can choose a layout from Minimal, Luxury, Modern, or Warm Welcome.
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Click Use Template on the layout you want.
✓ The Templates gallery auto-collapses after selection.
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Enter Sender name and Email subject.
-
Switch to HTML Editor to edit the Email body.
-
Add Template variables to personalize the message.
- Click Template Variables to insert a variable at the cursor.
- You can also type
{{to open variable suggestions.
- Click Send Test Email and enter a test address.
✓ The test email shows your latest changes.
- Click Save Settings.
✓ You should see "Settings saved successfully!"
Template Variables
Use these variables in the email body:
| Variable | What It Shows |
|---|---|
{{guestName}} | Guest full name |
{{arrivalDate}} | Check-in date |
{{departureDate}} | Check-out date |
{{roomType}} | Room type |
{{confirmationNumber}} | Confirmation number |
{{preArrivalLink}} | Pre-arrival link (no confirmation) |
{{preArrivalLinkWithConfirmation}} | Pre-arrival link (with confirmation) |
{{selfCheckInLink}} | Self check-in link (no confirmation) |
{{selfCheckInLinkWithConfirmation}} | Self check-in link (with confirmation) |
Guests need a pre-arrival link to start online registration.
Use {{preArrivalLinkWithConfirmation}} for confirmation or {{preArrivalLink}} for direct start.
Send a Test Email
Use this after you update the subject or body.
- Click Send Test Email.
- Enter a test address.
- Click Send.
✓ Check your inbox for the preview.
Troubleshooting
Emails are not sending
What you see: Guests do not receive pre-arrival emails.
Fix:
- Confirm Pre-arrival Emails is on.
- Make sure at least one day is selected.
- Verify the reservation has a guest email address.
- Wait for the next scheduled send time.
Save is blocked by security issues
What you see: A warning says the email has security issues.
Fix:
- Remove
<script>tags andjavascript:links. - Remove inline events like
onclick. - Click Save Settings again.
Send time looks wrong
What you see: Emails arrive at the wrong hour.
Fix:
- Go to Settings → Essentials → Hotel Basic Details.
- Confirm your Timezone.
- Return to Pre-Arrival → Email and check Send time (local).
Templates look hidden
What you see: You cannot see template cards in Simple Editor.
Fix:
- Click Templates to expand the gallery.
- If content already exists, keep this collapsed view until you want a different layout.
Still Stuck?
Contact success@vouch-technologies.com if:
- ❌ Emails still do not send after the steps above
- ❌ You see system errors when saving
- ❌ The issue lasts longer than 30 minutes
Helpful to include:
- Screenshot of the settings screen
- The time you expected emails to send
- Steps you already tried