What are ‘Documents’? 

Within the RoomRaccoon PMS, Documents are used  to communicate with guests. To find out more about the different types of documents, please refer to RoomRaccoons Documents.

Are there any other documents that I can set up to send automatically? 

To sum up, the documents that are sent automatically are: 

• Booking confirmation

• Cancellation confirmation 

• Booking confirmation for returning guests 

• Pre-stay

• Post-stay

• Payment confirmation - if you have this setup 

• Online check-in confirmation - if you have this setup 

• Online check-out confirmation - if you have this setup 

Besides these documents, there are no documents that can be setup to be sent automatically. You can however set up a custom document for a specific purpose or event. 

Where do I edit the time at which a document is sent? 

You can only edit the time of sending for the pre-stay and post-stay document. You can do so in the Settings module > scroll down to Emails > use the fields to add the number of days prior or post the stay that you want it to send. 

What is a replace tag?

The value in the tag will be replaced by the actual information guests & bookers have inputted. For example, when you use: %guest_firstname% the guest’s name (that you have set up in guest information) will pop up in the email sent. You can use replace tags to personalise documents.

Why is there no information shown in the email even though there is a replace tag in the document template? 

Please note that if the information in the replace tag is not available in the reservation, this will be left blank. For example: if the replace tag %guest_firstname% is used in your template, but the guest has not filled out this information, there will be no data to be shown in the email.

Why is my document not showing the guest name? 

Is there information filled out in the Guest & Rate section? If not, then there is no data to extract into the document. 

Tip: you cannot make a reservation without a booker, so a safer option would be to use the booker replace tags in the event the online check-in is not filled out. 

Who can edit or add a document? 

Changes to the document or creating a new document can only be done by the manager or by a team member with managerial user access.

What documents will I (the hotelier) receive a copy of? 

You receive a copy of all documents RoomRaccoon sends to your guests. 

Tip: to organise your inbox, you can create filters that automatically sort these emails into dedicated folders. To find out how, please check with your email provider like for example Gmail.

I don’t want to receive the document copies in my inbox anymore. Can I turn this off? 

No, you cannot turn this function off. We do not want you to miss any important communication like cancellations or booking confirmations. However, to organise your inbox, you can create filters that automatically sort these emails into dedicated folders. To find out how, please check with your email provider like for example Gmail. In addition, you can change the email in the account settings if you prefer to receive these emails on a different account.

Payment Confirmation Document 

This document is an automated email which sent to guests who have made payment through the payment request document to confirm that the payment was successfully processed. 

Why is this document important to use?

When a guest makes a payment using the payment request document, it is important that they receive a confirmation of that payment. By setting up the Payment Confirmation document, you can reassure your guests that they will receive a confirmation of payment when they have successfully completed their payment. Online security is an important issue these days and we want to reassure your guests. 

When should I use this document?

Only when you have set up the payment request document, the payment confirmation document will be sent automatically. Please note: this document will not be sent if a guest makes a payment in the online check-in or booking engine.

Where do I set up this document?

Like all documents, set these up in the 'Documents' tab. Make sure you set it for all necessary languages.