When Are Documents Sent Automatically

RoomRaccoon allows you to automatically send documents to your guests and minimise the manual administration of sending guest communication. These documents can be configured in the documents tab of the account settings. 

Booking Confirmations

As soon as the reservation is made by the guest, a booking confirmation is sent to them automatically, with the exceptions of iCal reservations and reservations that are added manually to the agenda. Click here for more on the booking confirmation.

Booking Confirmations for Returning Guests

When the email address is the same as the previous reservation, the system will recognise the booker as a returning guest. 

Booking Cancellations

When a guest cancels their reservation, an automatic cancellation confirmation will be sent with a link to where the guest can rebook (through your accommodation). The link will have to be sent manually for all manual cancellations.

Pre-Stay and Post-Stay mails 

These are sent out automatically according to the desired number of days before and after a guest’s stay. You can set this up by clicking on the gear icon at the bottom left of your screen and on the account page on the right hand side you can set the days in the box below:

Payment request and payment confirmation

The payment request and the payment confirmation document is sent via RaccoonPay automatically. When a request for a deposit is made, the guest will receive a payment request email. With every payment that is received via RaccoonPay, the guest receives a payment confirmation. 

Click here for more on payment requests. 

Payment Reminder

If you still have an outstanding invoice, you can easily find this in the debtor report and send a payment reminder immediately.

Good to know

• If a returning guest books through an OTA (Airbnb or Booking.com) a new email address is always generated for that booking. RoomRaccoon therefore doesn’t recognize this as a returning booker.

• The post-stay email cannot be sent before the departure by using -1.

• Click here for more on the pre-stay document.

• Click here for more on the post-stay document.