Which emails your guest receives

Several messages go out around a single reservation. It helps to know which, because together they form the impression your guest has of your place before they walk in.

The confirmation

Goes out as soon as the reservation stands. It should carry the date and time, the party size, your address and your phone number. That last one is not a formality — it is how a guest reaches you when they are stuck in traffic.

The reminder

Goes out shortly before the reservation. This is your main weapon against no-shows: a guest who had forgotten now cancels instead of not turning up. Make sure it contains an easy way to cancel or change.

The change notice

If you move a reservation, your guest needs to know. A change that only exists in your system is not a change.

Keep it short

A confirmation that does not fit one phone screen does not get read. Practical details at the top, atmosphere below.