Configure Email Settings

For the Guest Login, three email templates can be configured: Welcome Email, Pre-Check-in Login Email, and Access Credentials Email. These can be viewed under "My Stay" and "Settings."

Email Texts

In all Guest Login email texts, four components can be edited: the subject line, salutation/greeting, email body, and button text.

Placeholders

Use the following placeholders to personalize texts:

%salutation% - Salutation (Mr./Ms./Family)
%firstname% - First Name
%lastname% - Last Name
%roomnr% - Room Number

Welcome Email

By activating the "Automatic Welcome Message after Check-In" option, this email is sent after the guest successfully checks in. The automatic email cycle is approximately 30 minutes, so there may be a slight delay in delivery.

The option "Send email only with consent for advertising" is not configured by default. If desired, please contact [email protected].

Pre-Arrival Mail

Depending on the PMS system, the Pre-Arrival Mail can be activated, allowing guests to log in before arrival using their reservation number and last name.

To enable pre-login (Login before arrival), the function must first be activated, and the number of days before arrival (between 1 and 7 days) must be specified.

If the automatic email feature is enabled and all guest check-in data is already stored in the PMS system, the email will be sent automatically.

For PMS Aida, an additional setting is required.

Direct message to guests

In the ‘My Stay’ section, you can also contact guests directly via email. To do this, click on ‘Details’ in the relevant booking – this will display all room guests, and if you click on the ‘Message’ field, you can send an email to the guest in question:

FAQ

How can access credentials be sent to another email?

In the admin area, under the "My Stay" module, use the "Send Access Credentials" function. Enter the guest's last name and room number as recorded in the PMS. The email can be sent to any address, not necessarily the one stored in the PMS.

Can I also manually send login credentials to guests who are not the main guest?

Yes, this is possible. You can manually send the login credentials to guests in the backend – not just to the main guest. The requirement is that all guests must have the same last name and be checked into the same room. In the second step of the form, you can then select the first name of the person you want to send the credentials to and enter their email address.
The person must, however, always be entered in the PMS with last name and first name.

How can I ensure that pre-arrival messages for guests of Booking.com are delivered correctly?

Prerequisite (one-time setup): you must authorize Guestnet as a sender in the Extranet settings of Booking.com (whitelisting). Without this authorization, Booking.com removes or disables clickable links in forwarded messages — the guest can see the text but cannot click on check-in forms, upsell offers, directions, etc.

Flow for sending a pre-arrival message:

The guest books via Booking.com — Booking.com collects the guest’s details, including a masked alias email ([email protected]) instead of the real email address (by default).
The reservation is transferred into the PMS system — via a channel manager or direct integration. The PMS now contains the reservation record with the email address provided by Booking.com (typically the masked alias, unless the guest has shared their real email or there is a specific agreement with the property).
Guestnet reads the data from the PMS — using the reservation ID or the stored email address as the identifier.
Guestnet sends the pre-arrival message to this email address.
Since Guestnet is authorized as a sender in the property’s Booking.com settings, the message is forwarded to the guest with fully functional clickable links — allowing check-in forms, upsell offers, and other interactive elements to work properly.

Important notes:

The masked alias email only forwards messages within Booking.com’s allowed communication window and policies. Operational pre-arrival messages (check-in information, directions, room details) are generally fine. Promotional or marketing content sent to the alias may violate Booking.com’s policies — so the type of message is just as important as the technical setup.

Guest Emails