Skip to main content

Hi everyone,

has anyone noticed a change since the update in early/mid-June? I believe this coincided with the go-live of the mail template editor.

Previously, when we changed the “Reservation Owner,” the confirmation email sent to the booker would list the individual guest names for each booking number. Unfortunately, this no longer happens.

Now, the confirmation only shows the booker’s name at the top of the message, with no guest names shown for the individual reservations. For multi-room bookings, this is understandably quite confusing for both us and the guests.

Overall, the default confirmation template for the booker (which we still use) is noticeably less effective than it was before the update.

We have tried editing the standard template to fix this, but so far without real success.
We managed to show the bookers name for all reservations, but thats not really helpful either.

Has anyone found a solution or workaround for this? Are we doing something wrong?
Any help would be greatly appreciated!

We are experiencing the same issues.

It also worth mentioning, the new booker confirmation does not show any added products like breakfast.

Very confusing for the guest and a lot extra work for us to manually make confirmations with these details for example.

Would also be interested in any workaround or solution from Mews.

Same here! quite confusing

Hell Everyone,

Thank you for sharing your message in our Community. I’m Nic, and I’m part of the Community Ambassadors team.

It appears you're running into an issue with the new mail template editor where customer details aren't populating correctly in the confirmation email sent to a booker. This was a known issue, and I can provide some information on the resolution and how to ensure your templates are set up correctly.

 

The core of the problem was that the old Guest full name merge tag in the new template editor was incorrectly pulling the booker's name (the email recipient) instead of the actual guest's name.

To address this, our development team introduced new merge tags to properly differentiate between the recipient (booker) and the guests on the reservation.

The following merge tags are now available and should resolve this issue:

  • Recipient Tags: These pull information about the person receiving the email (the booker).
    • [Recipient first name]
    • [Recipient last name]
    • [Recipient full name]
  • Guest Tags: These pull information about the guest(s) on the reservation.
    • [Guest full name]
    • [Guest & companion names]

To ensure your Booker Confirmation email displays the correct names, you will need to edit the template and use the appropriate merge tags.

Important Note: To function correctly, the guest-specific merge tags ([Guest full name] and [Guest & companion names]) must be placed within a "reservation loop" in the template editor. Recipient tags, however, will work anywhere in the template.

If you have customized your template by adding new rows and find the guest details are still blank, it's likely the merge tags are outside of this necessary loop.

For further information, please refer to this help guide - How to use merge tags to personalize content in mail templates

I hope this information is useful for you. If you need additional support, please feel free to submit a ticket to our Support team so we can thoroughly investigate the issue.

Kind regards,

Nic

 

Hey everyone, hi Nic, 

thank you very much for your feedback and the given instructions.

We will customize our templates accordingly and hopefully this will resolve the issue.
If there is anything else we need, we will open the ticket as suggested.

Thanks again and have good week everynone!

Terms and ConditionsCookie settingsAccessibility statement