How to Tailor Guest Emails for Each Sales Channel

Introduction

This guide provides best practices for configuring guest communication emails across various sales channels such Airbnb, Booking.com, VRBO, Google, Olivers Travels, etc.... By following these steps, you will ensure that your guests receive timely and relevant information, improving their overall experience.

Sales channels like Airbnb and Booking.com may not provide the real guest email address.

Instead, they use an alias:

 stay+gfn1dxkedrfger4qbq9ecme4oftze@guests.quickconnect.rentals

which routes communication through the platform. Any email sent to this alias appears in the sales channel’s messaging system, and certain types of content (e.g., links or branding) are often blocked.

As a good rule of thumb to follow, they only an email to be sent that has the same basic formatting as an SMS message without any links.

This guide explains how to handle email communications for bookings that come through sales channels and what processes to follow.

Prerequisites

• Using iPRO Version Agency or Agency PRO
• Has the iPRO Channel Manager Module

Sales channels examples that provide the real guest email address:

• Vrbo (for bookings not for "Leads")
• Clickstay
• Travel Staytion
• Holidu Gmbh
• Home2Go
• Luxury Escapes
• BnB Finder
• Google Travel

Sales channels examples that do not provide the real guest email address

• Airbnb
• Booking.com
• CuddleNest
• Plum Guide
• Olivers Travels
• Trip.com
• Stay One
• Top Villas
• Agoda
• Expedia

How to Configure Emails For When The Sales Channel Take Payment

In this scenario, the sales channel manages the entire payment process. The guest’s real email address is not provided, so emails must be sent to the alias email provided by the sales channel. 

Key points to remember:

• Emails must be unbranded: No images, links, or contact information should be included.
• Basic email structure: Send simple booking confirmations and arrival details.
• No payment chasers/confirmations: Since the sales channel has already taken payment, you won’t need to send reminders for outstanding balances just confirmation that the booking has been made and Arrival Information.

Example Email Templates:

1/ Booking Confirmation

• Subject: “Thank you for booking through {source}”
• Content: Plain text confirmation of the booking. No links, branding, or external references.

---- EMAIL SAMPLE ----

Hello {firstName},

Thank you for your booking via {source}, we are delighted to welcome you at {PropertyName} for the dates {txtStartDate} to {txtEndDate} ({Nights} Nights)

Best wishes,

[Your Agency]

2/ Arrival Information

• Subject: “Your stay at {property} is approaching”
• Content: Plain text check-in instructions, arrival times, and contact details for on-site assistance.

---- EMAIL SAMPLE ----

Hello {firstName},

We are delighted to welcome you to {PropertyName} for the dates {txtStartDate} to {txtEndDate} ({Nights} Nights).

Arrival Instructions:
{propertyDirections}

How to Configure Emails For When A Virtual Credit Card is Provided

The agency uses the virtual credit card details provided by Booking.com to process the guest’s payment manually.

• Pros:
  • Simple for the guest as no further action is required.
• Cons:
  • Manual process, which can be time-consuming.
  • VCCs have expiration dates.
  • Requires MOTO (Mail Order/Telephone Order) functionality enabled with the payment provider.

Example Email Templates:

1/ Booking Confirmation

• Subject: “Thank you for booking through {source}”
• Content: Plain text confirmation of the booking. No links, branding, or external references.

---- SAMPLE EMAIL ----

Hello {firstName},

Thank you for your booking via {source}, we are delighted to welcome you at {PropertyName} for the dates {txtStartDate} to {txtEndDate} ({Nights} Nights).

Your card will be charged on [x date].

Best wishes,

[Your Agency]

2/ Arrival Information

• Subject: “Your stay at {property} is approaching”
• Content: Plain text check-in instructions, arrival times, and contact details for on-site assistance.

This template can be the same template you have used for when sales channels take payment.

How to Configure Emails For When You Wish to Use the iPRO Payment Page

In this approach, the agency bypasses/ignores the virtual credit card option and requests the guest pay via a secure link on the agency’s website.

• Pros:
  • You can establish direct contact with the guest, improving the chance of repeat direct bookings.
  • Allows you to take ownership of the guest relationship.
• Cons:
  • Requires you to call the guest to obtain their real email address, which can be time-consuming.
  • Guests may be confused or reluctant to pay again if they’ve already entered card details on Booking.com.

Example Email Templates:

1/ Booking Confirmation

• Subject: “Thank you for booking through {source}”
• Content: Plain text confirmation of the booking. No links, branding, or external references.

---- SAMPLE EMAIL ----

Hello {firstName},

Thank you for your booking via {source}, we are delighted to welcome you at {PropertyName} for the dates {txtStartDate} to {txtEndDate} ({Nights} Nights).

Please copy and paste the link into your browser https://{PayNowUrl}, to pay your deposit / balance.

Best wishes,

[Your Agency]

2/ Arrival Information

• Subject: “Your stay at {property} is approaching”
• Content: Plain text check-in instructions, arrival times, and contact details for on-site assistance.

1/ Log into Your Account

• Do xyz
• Do xyz

[Insert Screenshot]

2/ Step 2 xyz

• From the dashboard, click on the Settings icon (⚙️).
• In the settings menu, select Email Configuration.

[Insert Screenshot]

3/ Step 3 xyz

• Do xyz
  • Booking.com
  • Airbnb
  • VRBO

[Insert Screenshot]

Tips and Best Practises

1/ Tip 1

• Do xyz
• Do xyz

[Insert Screenshot]

2/ Tip 2

• From the dashboard, click on the Settings icon (⚙️).
• In the settings menu, select Email Configuration.

3/  Tip 3

• Do xyz
  • Booking.com
  • Airbnb
  • VRBO

FAQs (if applicable)

Add FAQs and answers

Here are some sample FAQs that were added to our guide How Do You Manage Guest Communications for Sales Channel Bookings 

1. What types of emails should I send to guests who book through sales channels?
   
2. How do I handle guest communications when the sales channel doesn’t provide the real guest email address?
   
3. What are the key differences between handling direct bookings and sales channel bookings?

Conclusion

A brief summary of what was covered and encouragement to reach out for further assistance if needed.

Additional Resources (if applicable)

Links to related articles or documents for further reading.