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Set Up During-Stay Guest Emails

Quick Setup

Choose an email type, keep it enabled, and update the sender name, subject, and HTML. This takes about 10 minutes.

This guide helps you edit guest email templates that send during the stay.

SettingWhat It ControlsWhat Guests See
Email typeWhich situation sends the emailThe right message for the moment
Enabled toggleTurns a template on or offEmail sends or stays silent
Email Sender NameName in the From fieldA familiar hotel sender
Email TitleSubject lineA clear reason for the email
HTML EditorEmail contentThe full guest message
Template variablesPersonal detailsEmails feel personal
Live PreviewSample renderingLayout before you save (unsafe HTML is removed)

Step-by-Step Setup​

  1. Go to During Stay → Email.

  2. Select an Email type from the left list.

    ✓ The editor loads that template.

  3. Keep the toggle on if you want it to send.

    ✓ The card stays highlighted as active.

  4. Enter Email Sender Name and Email Title.

  5. Update the HTML Editor content.

  6. Insert Template variables.

    • Type {{ to see suggestions.
    • Or click the Template Variables icon.

  7. Review Live Preview.

    ℹī¸ The preview hides unsafe HTML like <script> or onclick.

  8. Click Save Email Settings.

    ✓ You should see a success message.

Email Types and Triggers​

Email typeWhen it sends
Registration SuccessAfter a guest completes registration
Registration FailedWhen registration fails
Check-in SuccessAfter a guest checks in
Check-in FailedWhen check-in fails
Room Not Ready - Before Check-in TimeRoom is not ready before check-in time
Room Not Ready - After Check-in TimeRoom is not ready after check-in time
Room Ready for Check-inRoom becomes ready for check-in
Payment DisputeWhen payment has a dispute
Check-out SuccessAfter a guest checks out
Check-out FailedWhen check-out fails
If you do not see Room Ready for Check-in or Payment Dispute

These appear only when your PMS supports those events. Contact support if you expect them.

Template Variables​

Use these in the HTML Editor:

VariableWhat It Shows
{{guestName}}Guest full name
{{hotelName}}Hotel name
{{arrivalDate}}Check-in date
{{departureDate}}Check-out date
{{roomNumber}}Room number
{{lockCode}}Room access code
{{confirmationNumber}}Confirmation number
Use room access details when needed

Include {{roomNumber}} or {{lockCode}} in room-ready or check-in emails.

Troubleshooting​

Emails are not sending​

What you see: Guests do not receive a specific during-stay email.

Fix:

  1. Confirm the template toggle is on.
  2. Make sure Email Title and HTML Editor are not empty.
  3. Verify the reservation has a guest email address.
  4. Click Save Email Settings after changes.

Save is blocked by security issues​

What you see: A warning says the HTML has security issues.

Fix:

  1. Remove <script> tags and javascript: links.
  2. Remove inline events like onclick.
  3. Click Save Email Settings again.

Live Preview hides content​

What you see: Parts of your HTML do not show in Live Preview.

Fix:

  1. Remove <script> tags and javascript: links.
  2. Remove inline events like onclick.
  3. Preview again.

A template is missing from the list​

What you see: Room Ready or Payment Dispute is missing.

Fix:

  1. These types appear only for supported PMS events.
  2. Check your PMS setup or contact support.

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 email settings page
  • The email type you were editing
  • Steps you already tried