Set Up Pre-Arrival Emails

Quick Setup

Turn on Pre-arrival Emails, choose a preset, and send a test email. This takes about 5 minutes.

This guide helps you schedule pre-arrival emails, choose which reservations receive them, and personalize what guests see.

Setting	What It Controls	What Guests See
Pre-arrival Emails	Turns emails on or off	Reminders arrive before check-in
Schedule preset	Which days emails send	Timing matches your policy
Recipient Targeting	Which PMS values count as a match	Only matching reservations are scheduled
Allow all codes	Sends to all reservations when targeting is empty	Every reservation with a valid email can receive it
Send time (local)	Daily send hour	Emails arrive at a consistent time
Sender name	Name in the From field	A recognizable hotel sender
Email subject + body	Message content	Clear instructions and next steps
Templates bar (Simple Editor)	Shows starter layouts	Faster email layout setup
Template variables	Personal details	Emails feel personalized
Test email	Preview output	You can confirm layout and links
History tab	Past send attempts, resend actions, and template offsets	You can review sent, failed, and pending emails
Actions column	Shows Resend for each history row	You can resend a previous message quickly
Resend button	Sends a history row again	Uses an exact PMS lookup first, then falls back to list search if needed
Preview modal	Shows the latest PMS recipient, confirmation number, guest, stay dates, and template offset	You can verify the exact resend target before sending
Mobile cards	Stacks history rows below md	History stays readable on phones

Step-by-Step Setup

1. Go to Pre-Arrival → Email.

2. Turn on Pre-arrival Emails.

   ✓ Status shows Active and scheduling options unlock.

3. Choose a Schedule preset.

   • Arrival Day: Send on the guest arrival day
   • Standard: 7, 3, 1 days
   • Extended: 14, 7, 3, 1 days
   • Minimal: 1 day
   • Custom: Pick any days from 0-30

Arrival day timing

Use 0 when you want the email to send on arrival day.

4. If you choose Custom, select the days to send.

   ✓ At least one day stays selected.

5. Set the Send time (local).

   ✓ Emails use your hotel's local timezone.

6. Set Recipient Targeting.

   • Add the values you want to match from your PMS.
   • AVA checks rateCode, market, travelAgent, company, and groupName.
   • Matching is case-insensitive.

Disabled when scheduling is off

If Pre-arrival Emails is off, the entire targeting panel stays disabled. Turn scheduling on first, then add or remove targeting values.

Same rules across PMS types

AVA uses the same targeting rules for Cloudbeds, Opera, Mews, eZee, and AVA.

Cancelled reservations

If a reservation is cancelled, AVA removes its pending pre-arrival schedule.

7. Turn on Allow all codes only if every reservation should receive the email.

   ✓ If the targeting list is empty and this is off, AVA sends to no reservations.

8. Keep Simple Editor selected to use starter templates.

9. Click Templates to open the gallery.

   ✓ You can choose a layout from Minimal, Luxury, Modern, or Warm Welcome.

10. Click Use Template on the layout you want.

✓ The Templates gallery auto-collapses after selection.

11. Enter Sender name and Email subject.
12. Switch to HTML Editor to edit the Email body.
13. Add Template variables to personalize the message.

• Click Template Variables to insert a variable at the cursor.
• You can also type {{ to open variable suggestions.

14. Click Send Test Email and enter a test address.

✓ The test email shows your latest changes.

15. Click Save Settings.

✓ You should see "Settings saved successfully!"

Review Email History

Use the History tab to review past send attempts.

1. Go to Pre-Arrival → Email.
2. Click History.
3. Set a date range and status filter.
4. Open a row to review the sent time, merchant timezone, stay details, and failure reason.
5. Use the pagination controls to review older attempts.
6. On phones, review stacked cards instead of the desktop table.

✓ You can confirm whether each email sent, failed, or stayed queued. ✓ The desktop table stays visible on larger screens. ✓ Rows now include the template offset used for that send.

Resend a Previous Email

Use Resend when the guest updated their PMS email after the original send.

1. Go to Pre-Arrival → Email.
2. Click History.
3. Find the email you want to send again.
4. Click Resend.
5. Review the confirmation modal.
6. Click Resend Email.

Check the recipient first

The modal shows the latest PMS recipient, confirmation number, guest name, stay dates, and template offset before you send.

Exact PMS lookup

AVA checks the exact reservation first when you resend. If that lookup returns a 404-style miss, AVA tries the list path next. Unexpected exact lookup failures stay visible.

Legacy rows

Older history rows without a saved offset use the first currently configured pre-arrival offset.

✓ The history table refreshes after a successful resend. ✓ Your current filters and table position stay in place if the resend fails.

Template Variables

Use these variables in the email body:

Variable	What It Shows
{{guestName}}	Guest full name
{{arrivalDate}}	Check-in date
{{departureDate}}	Check-out date
{{roomType}}	Room type
{{confirmationNumber}}	Confirmation number
{{preArrivalLink}}	Pre-arrival link (no confirmation)
{{preArrivalLinkWithConfirmation}}	Pre-arrival link (with confirmation)
{{selfCheckInLink}}	Self check-in link (no confirmation)
{{selfCheckInLinkWithConfirmation}}	Self check-in link (with confirmation)

Include a pre-arrival link

Guests need a pre-arrival link to start online registration. Use {{preArrivalLinkWithConfirmation}} for confirmation or {{preArrivalLink}} for direct start.

Send a Test Email

Use this after you update the subject or body.

1. Click Send Test Email.
2. Enter a test address.
3. Click Send.

✓ Check your inbox for the preview.

Troubleshooting

Emails are not sending

What you see: Guests do not receive pre-arrival emails.

Fix:

1. Confirm Pre-arrival Emails is on.
2. Make sure at least one day is selected.
3. Verify the reservation has a guest email address.
4. Wait for the next scheduled send time.

Matching reservations are not receiving emails

What you see: A reservation should match, but AVA never schedules it.

Fix:

1. Check the reservation's rateCode, market, travelAgent, company, and groupName in your PMS.
2. Confirm one value matches an entry in Recipient Targeting.
3. Use the same spelling, but case does not matter.
4. Turn on Allow All Rate Codes only when you want every reservation included.
5. Save and wait for the next schedule run.

Save is blocked by security issues

What you see: A warning says the email has security issues.

Fix:

1. Remove <script> tags and javascript: links.
2. Remove inline events like onclick.
3. Click Save Settings again.

Send time looks wrong

What you see: Emails arrive at the wrong hour.

Fix:

1. Go to Settings → Essentials → Hotel Basic Details.
2. Confirm your Timezone.
3. Return to Pre-Arrival → Email and check Send time (local).

Templates look hidden

What you see: You cannot see template cards in Simple Editor.

Fix:

1. Click Templates to expand the gallery.
2. If content already exists, keep this collapsed view until you want a different layout.

History looks empty

What you see: No rows appear in History.

Fix:

1. Clear the status filter.
2. Expand the date range.
3. Confirm the reservation already reached its send time.

Resend shows the wrong email

What you see: The resend preview shows an old recipient.

Fix:

1. Update the guest email in your PMS.
2. Refresh the History tab.
3. Click Resend again.

Resend button is missing

What you see: The History row does not show a Resend action.

Fix:

1. Confirm you are on the History tab.
2. Make sure the row contains a past send attempt.
3. Check that your user role can edit settings.

Resend preview does not open

What you see: The preview stops after you click Resend.

Fix:

1. Refresh the page and try again.
2. Confirm the reservation still exists in the PMS.
3. Verify the guest email is valid and not suppressed.
4. Check that your hotel supports this resend flow.

Reservation not found in PMS

What you see: The resend preview shows "Reservation not found in PMS."

Fix:

1. Confirm the reservation still exists in your PMS.
2. Check the confirmation number on the history row.
3. Refresh the History tab and try Resend again.
4. If the reservation has moved or changed, open the latest PMS record first.

Resend target looks wrong

What you see: The preview shows an unexpected template offset.

Fix:

1. Open the original history row again.
2. Confirm the row's template offset matches the send you want.
3. For older rows, use the first configured offset as expected.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Emails still do not send after the steps above
• ❌ You see system errors when saving
• ❌ The issue lasts longer than 30 minutes

Helpful to include:

• Screenshot of the settings screen
• The time you expected emails to send
• Steps you already tried

Related Guides

• During-Stay Guest Emails
• Guest Experience
• Hotel Basic Details