Notifications and Templates
Hotel-scoped templates send consistent operational and guest messages. Email and in-app delivery work through configured channels; SMS, WhatsApp, and push require their provider credentials.
Create or edit a template
- Select the event, channel, language, and hotel.
- Write a clear subject and message using only the placeholders shown by the editor.
- Preview with sample data and verify dates, money, names, and links.
- Send a test to a controlled address/device.
- Activate the template and monitor the first real deliveries.
| Field | Purpose | Example |
|---|---|---|
| Event | When the message is triggered. | Booking confirmed |
| Channel | Email, database, or configured external channel. | |
| Subject | Short guest-facing title. | Your reservation is confirmed |
| Placeholders | Approved variables inserted at send time. | Guest name, confirmation number, arrival date |
Typical events
- Booking confirmation, change, cancellation, arrival reminder, receipt, and invoice.
- Housekeeping assignment, inspection failure, maintenance escalation, and room readiness.
- Room-condition inspection assigned, guest signature requested, dispute opened, override used, and report finalized.
- No-show, payment due, AI operations warning, and leakage alert.
Delivery troubleshooting
Check the message log first. A queued message may be waiting for the queue worker; a failed message may show SMTP/provider rejection. Verify the recipient, template status, configured sender, channel credentials, scheduler/worker, and rate limits. Unknown placeholders must be removed before saving.
Privacy: keep SMS and notification previews concise. Link the authenticated guest to sensitive details instead of placing passport, payment, or dispute evidence directly in a message.