Understand the initial booking email, when it goes out, why there is only ever one, and how post-booking content is included in it.

One email, always

When a booking is created, the guest receives an email with the details of the stay and access to their portal.

That email is neutral: it presents the booking without depending on the payment method chosen, and it does not depend on the post-booking automation being on. Even with the automation switched off, the guest still receives the booking email normally.

It is also sent at most once per booking. That is deliberate: payment systems and integrations can reprocess the same confirmation more than once, and without that protection the guest would receive the same email repeatedly.

How post-booking content is included

If you configured a message under Automations → Post-booking and left the Email channel ticked, that message's content is included as a block inside the email the guest already receives.

A second email is never sent. The guest opens one message and finds the booking confirmation and the instructions you wrote in it.

If the email channel is unticked, the guest gets exactly the usual email without the block — and your message goes out only over WhatsApp, when that channel is ticked.

Bookings with no guest email

Bookings you create yourself may end up without the guest's email filled in. On bookings made through your site, the field is always required.

With no address, there is nowhere to send, and no email goes out. If you fill in the email later, the send can still happen: nothing was consumed or marked as sent.

So the habit is worth keeping: when creating a booking manually, fill in the guest's email whenever you have it.

If the send fails

If the email provider rejects the message, the booking is not marked as already notified. A new attempt sends the complete email, with the post-booking block included.

Common mistakes

Thinking that switching off the post-booking automation prevents the booking email. It does not.

Expecting two emails, one confirming and one with instructions. It is always one.

Creating bookings manually without filling in the guest's email and being surprised they received nothing.

Frequently asked questions

Does the guest get the email even if I configure nothing?

Yes. The booking email is independent of the automation.

Does the email mention the payment method?

On its own, no. What carries the payment instructions is the post-booking block, when you configure it. See how to configure the post-booking message.

And if the property receives direct payment?

Then the block carries that property's payment instructions. See how to set up direct payment.

The email guests receive when they book