Check and resend reservation emails from the Host App

Hosts often get the question "I never got a confirmation". The Host App shows, per reservation and for a date range, which emails were sent, delivered and opened, and lets you send the confirmation again.

Where to find it

• Per reservation: open the reservation › the email section (Email communication) or the Communication window ("Past and upcoming communication with this guest: emails and chat.").
• For many reservations: Host App menu › Email delivery.

What it does

Communication window (one reservation)

• Email tab: Re-send the confirmation email ("Sends the same confirmation the guest received when booking."), the list of Upcoming emails (for example reminders) with their planned send time, and Sent emails.
• Each upcoming email has a switch to turn it off for this reservation only. Emails that may not go out are marked "may be skipped by its conditions".
• Each sent email shows its status (Sent, Delivered, Opened, Clicked, Delayed, Soft bounce, Hard bounce, Spam complaint, Unsubscribed, Failed), when it was opened, and The email exactly as the guest received it.
• Chat tab when Guest Chat is enabled.

Email delivery page ("Reservations that have a guest email address, and whether the confirmation was sent and opened.")

• Pick a From / To date range and search by guest or email.
• Tiles and filters: No email sent, Not opened, Needs attention (bounced or failed), Email sent, All, plus "From waitlist, not sent".
• Per reservation: confirmation state and opened state, with Send now (no confirmation yet) or Resend.

How to resend a confirmation

1. Open the reservation › Communication.
2. Tap Re-send the confirmation email and confirm Yes, send it.
3. "Confirmation email sent to …" confirms it.

Good to know

• Opens are counted with a tracking image: a guest who blocks images can read the email without it showing as opened.
• Detailed delivery activity is only kept for the last 7 days by the email provider; older emails show what was stored when they were sent.
• Reservations without a guest email cannot receive emails ("This reservation has no guest email address, so no email can be sent.").
• The Email delivery menu item can be hidden per device (Display mode).

Troubleshooting

The status is "Hard bounce" or "Failed" The address does not exist or rejected the email. Check the address with the guest, correct it in the reservation, then resend.

"Not opened" but the guest says they have it Their email app probably blocks images, so the open was not counted.

"This range holds more reservations than one view can scan." Narrow the date range to see complete numbers.

"Could not send the confirmation email" The send failed. Check the guest's address and try again later; contact support if it keeps failing.

An automatic reminder did not go out Check the reservation's upcoming emails: it may have been switched off for this booking, or its conditions were not met ("planned email was not sent").