RoomRaccoons Documents

Modified on Tue, 24 Sep at 8:24 AM

In RoomRaccoon, so-called Documents are used to communicate with guests. In this article we explain the different types of documents and when they are sent.

Booking Confirmation

This is the email that can be sent to the guests with their reservation confirmation details to inform your guests that their reservation is confirmed including the information you find relevant for them to know.

When it's sent: 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.

Cancellation Confirmation

This is the email that guests receive to confirm their cancellation. This email will inform the guest that the cancellation has been processed and can be accompanied by any other relevant information you want them to know.

When it's sent: 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.

Booking Confirmation for Returning Guests

This will send an email document with the reservation confirmation when the system recognises that this is a returning guest via their email. If this document is configured, the initial booking confirmation email will not be sent so that the guest can receive the personalised confirmation document.

When it's sent: if the email address is the same as the previous reservation, the system will recognise the booker as the returning guest.

Booking Confirmation OTAs

This document can be set up if you would like to differentiate your communication with bookers from OTAs. Please mind that you cannot specify which booking channel. In the case that you set up this template, all bookers who have booked via any external channel will receive this email.

Booking Proposal

Create provisional bookings and send booking proposals to guests, which are linked to the booking confirmation document. This is a manual document.

Pre-Stay

This is the email sent to the guest before their arrival with all relevant booking details and in this document you can link the online check-in.

When it's sent: The document can be configured to be sent a specific number of days before the guest arrives. You set this up by going to Settings > scroll down to emails.

Post-Stay

This is the email sent to the guests a few days after their stay, providing follow-up communication with your guest after their stay at your property. Add a discount code here for your guests to encourage returning bookers directly on your booking engine.

Same as the pre-stay, to set up the send time, go to Settings > scroll down to emails.

Payment Requests

The payment request is an email that can be sent to guests requesting payment for a due amount on their reservation. With a PSP (payment service provider) you can request guests to make online payments on a partial or full amount.

When it's sent: payment requests are sent manually from the reservation dashboard.

Payment Confirmation

This is the email that is automatically sent out to the guests who’ve made payments using the payment link of the payment request document to confirm that the payment was successfully processed.

When it's sent: this document is only sent when guests pay through the payment request link and when the payment has been successful.

Payment Reminder

The payment reminder is an email you can send to guests to remind them of outstanding amounts from their invoices to be paid. The payment reminder includes a payment link guests can use to pay with their credit card.

When it's sent: you can send out this document manually, to remind guests they have an outstanding payment. Make sure to check your debtors report.

Check-in Confirmation

This is an automatic email that will be sent to guests as soon as they complete the online check-in form. You will also receive a copy.

Guest Registration

This is the form with the guest's registration details. This form can be printed for the guest to sign during the check-in or it can be saved on your hard drive.

When it’s sent: it is not sent to guests. This document is for hoteliers that would like a printed version of the registration form. If you would like to collect this information online, please make use of the online check-in. It will automatically populate the information on the guest registration from.

Invoice Email

This is the email you can send guests & bookers with their invoice or proforma invoice. Once you create the invoice, this email will be sent automatically.

Online Check-out

Next to the online check-in, we also allow for guests to check out online. This can be done by using this document. It is automatically enabled in your account. If you do not wish to use it, please delete the document.

When it's sent: the online check-out document will be sent to guests at 7AM on the morning of their departure. If they do not use it, the status of the reservation will remain checked in.

Online Check-out Confirmation

As a confirmation to guests who do decide to check out online, an automatic document will be sent to confirm once they have completed the process.

Invoice Statement

This document allows hoteliers to consolidate several invoices belonging to a booker (or guest) and send them as one invoice statement. This is a manual document, more info on how to send it please check this article.

Allotted Reservation Link

This document is part of the RoomRaccoon room allotment functionality. It includes a link for guests to book their rooms directly. This is a manual document, more info on room allotment please check this article.

Custom Documents

Custom documents are emails you send your guest with additional information or “good to know” such as big events happening or promotions you might be having.