Email templates: letters and vouchers

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Why	Set up which emails go to guests automatically — confirmations, reminders, payment notes — and what they look like.
Who	The administrator who sets up guest communication.
What you’ll get	Your own template with a subject line, a design, and a sending trigger — plus the understanding that there is no fixed set of “system emails”: the emails are yours to define.
Limitations	A configured sender — the hotel’s mailbox — is required. There are no PDF emails — letters are assembled from HTML, and printing goes through the browser.

Guest emails — a booking confirmation, a check-in reminder, a note after a payment — are assembled in the template builder: you set the text, the styling, and the event that sends the email on its own. HotelsCalendar has no ready-made list of “system emails”: what the guest receives, and when, is defined by your templates. This article covers where templates live, what the editor can do, and how to put together the first one in a few minutes.

Where templates live

Open “Settings” in the left menu.
On the screen of section cards, find the “Email templates” card — captioned “Notification email templates”.
The “Email templates” page opens; its subtitle reads “Studio editor: content, preview, sending events”.

Result: you are on the templates page. While there are no templates, the list is empty — a “No templates yet” note and a “Create your first template” invitation.

The “Add” button immediately creates a draft — “New template” with the creation date in the name — and opens the editor. A template row has two actions: “Edit template” and “Delete template”; deleting asks for a confirmation: “The template will be hidden from the list”.

What the Studio editor can do

“Studio editor” is the line from the page subtitle; in substance it is an email builder with three tabs: “Content”, “Preview”, “When to send”. The main work happens on the first one.

“Template name” — how the template is labeled in the list; the guest never sees it.
“Email parameters”: “Active language” — a template can be maintained in several languages; “Email subject” — the line the guest sees in their inbox; “Visual themes” — twelve ready-made designs: “Classic”, “Premium”, “Minimalist”, “Business”, and others.
Formatting — bold and italic, headings, lists, links; images go in two ways — “Image file” and “Image URL”.
Variables — placeholders for booking data. They are grouped into “All”, “Booking”, “Guests”, “Rooms”, “Finances”, “Property”; among them “Booking code”, “Check-in”, “Guest name”, “Amount”, “Balance”. Put a variable into the text — in the email it turns into the data of the specific booking.
Three email blocks: “Email body (visual)” — the email itself, where both formatting and variables land; “Email text” — its plain-text version without styling; “Attachments” — files that go out together with the email.

“Preview” renders the email as the guest will see it: here you check the design and whether the variables resolved. “When to send” is about triggers — the next section covers it.

When to send: 5 triggers

A trigger is the event that makes an email go to the guest without your involvement. There are five: “Booking created”, “Booking status changed”, “Check-in”, “Check-out”, “Payment received”.

“Booking created” — an email for a new booking, such as a confirmation with arrival details.
“Booking status changed” — an email when the booking’s status changes.
“Check-in” and “Check-out” — emails tied to those dates: a reminder in advance or a note after the fact.
“Payment received” — an email when a payment comes in on the booking.

Each trigger has two choices to make. The first is “Right away” or “At a time”: with a “Before” or “After” offset from a given moment — that is how check-in reminders and post-check-out letters are built. The second is the sources, meaning which bookings the template applies to: “OTA”, “Booking Engine”, “Manual booking”, and two more items behind the ”+ 2” chip.

Once more, the ground rule: there is no ready-made list of “system emails” — the hotel’s email set is exactly your templates and their triggers. There is one exception — the voucher, covered below.

Create a template: the short path

On the “Email templates” page, press “Add” — a draft opens in the editor.
On the “Content” tab, fill in the “Template name” and “Email subject”, pick the language and a “Visual theme”, and assemble the email body with variables.
Open “Preview” — check the design and how the variables resolve.
On the “When to send” tab, choose the trigger, “Right away” or “At a time”, and the sources.
Save the template.

Result: the template is saved and shows up in the list. From then on, the emails go out on their own: the event happens — the guest gets the email.

The voucher

The voucher — the booking confirmation — lives by different rules. It is a system template: the voucher email goes to the guest on its own when the booking is created, and you do not need to build a template for it. Its form is an HTML preview, printed through the browser; the voucher does not produce a PDF file. Languages, sending on cancellation, and the sending history — in The booking voucher: preview, print, language.

The “Voucher” group does exist in the list of template types. But do not count on opening and rewriting the ready-made system voucher template: its editability is not guaranteed. Build your own emails in the editor — leave the voucher to the system.

Honest limits

Without a mailbox, nothing goes out. The sender is the hotel’s mailbox with the “Template email sending” role. Until sending is connected and passes the check, not a single template will go out — not even the Guest Portal code email, without which the guest cannot enter the portal. The setup path is in Connect the hotel mailbox.
“Template” in replies. The reply editor in the “Messages” section has a “Template” button: it inserts the text of your templates into the email — the same snippets work in manual correspondence.
No PDF emails. Emails are assembled from HTML; the printed version is the browser’s standard print dialog, as with the voucher.