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No email sending to guest for OTA bookings

W

Recently we have setup the Mews app with Mail templates sending to guest automatically.  It was all good for Direct booking through booking engine.  However, for those OTA bookings (such as Booking.com), the guest never receive any email setup on Mews (including confirmation email and online checkin etc).  We can confirm the integration is fine (Bookings and rate are synchronized).  We also enabled the option of “Send confirmation email to channel reservations”.  

Appreciate your advice what is missing for the OTA bookings.

Best answer by josue.orellana

Hi ​@wahsang86, 

Thank you for your question, and I’m sorry to hear you’re experiencing issues with OTA confirmation emails.

To ensure confirmation emails are sent for OTA reservations, we first recommend verifying that the “Send confirmation email to channel reservations” option is enabled in the Visit options settings of the Bookable service. Likewise, enabling “Enable automatic online check-in email” ensures that the Before Start email is sent.

Since you have already confirmed that these options are selected and that the necessary URLs are on Booking.com’s allowlist, further investigation may be needed to determine the root cause.

Please open a ticket with our Support team via the Help/Contact Us icon at the top right of the Mews Operations homepage, and we’ll be happy to assist you in resolving this.

Wishing you a nice day. 

Warm regards, 

~ Josue

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mauritsbots
Superstar Guru
Forum|alt.badge.img+3

hi ​@wahsang86 have you also added the emails sender address, as well as all the URLS you use in these emails to your messaging security settings in Booking.com's extranet?

Questions? Brainstorm? Contact me!
W
  • wahsang86
  • Apprentice
  • March 25, 2025

Yes I did.  Following the Mews help article below, 3 links added

  1. Ensure the email noreply@mews.li is allowlisted. 
  2. Add the following URLs to the allowlist:
mauritsbots
Superstar Guru
Forum|alt.badge.img+3

hmm it seems that this issue is back Booking.com blocking emails - Before start Online check-in | Community (basically transaction emails are coming through but confirmation, before start etc not)

ive asked my colleagues from marketing to dig into this again.. sorry cant be of any more help at this stage!

Questions? Brainstorm? Contact me!
josue.orellana
Mews Employee
Forum|alt.badge.img+1

Hi ​@wahsang86, 

Thank you for your question, and I’m sorry to hear you’re experiencing issues with OTA confirmation emails.

To ensure confirmation emails are sent for OTA reservations, we first recommend verifying that the “Send confirmation email to channel reservations” option is enabled in the Visit options settings of the Bookable service. Likewise, enabling “Enable automatic online check-in email” ensures that the Before Start email is sent.

Since you have already confirmed that these options are selected and that the necessary URLs are on Booking.com’s allowlist, further investigation may be needed to determine the root cause.

Please open a ticket with our Support team via the Help/Contact Us icon at the top right of the Mews Operations homepage, and we’ll be happy to assist you in resolving this.

Wishing you a nice day. 

Warm regards, 

~ Josue

josue.orellana
O
  • olaberg
  • Contributor
  • May 27, 2025

Same issue here. Does not seem like any of our emails from Mews Operations are coming through to our booking.com guests. We have added both “@mews.com”, “@mews.li” and our own domain in the allow list in the b.com extranet. In addition we also allowed for the links from “app.mews.com” and email.mews.li.

When I tested sending an email from a domain not in the allow list in the b.com extranet, I got an automatic response from b.com that the email could not be sent due to the domain not being in the list of allowed senders. However, when the “before stay” email is sent from Mews using our custom “Sender address” which is in the allowed list, we don’t receive such an email in response. 

I have raised the concern with booking.com and got this response:

Dear Partner

Thank you for contacting Booking.com Partner Service.

We appreciate you for taking the time to call us; we do understand that your time is precious. We apologize for any inconvenience or confusion.

As we talk before about the messaging issue you going through, we attached to this message the link to the form that needs to be filled by the xml provider.

https://portal.connectivity.booking.com/s/CaseForm?language=en_US

We've got more tips and information about channel managers for you here:
[Working with a Channel Manager](https://partner.booking.com/en-gb/help/channel-manager/setup/setting-and-working-connectivity-provider?y.

If you have any questions, we are here for you.

 

We are all set to start using Digital Key, it would suck to start manually ask for all our b.com guests actual email before arrival. 

Is anyone else not having this issue?

 

Lyngen North As & Reisafjord Hotel As
adeline.baesler
Mews Employee
Forum|alt.badge.img+1

Hello ​@olaberg !

 

My name is Addie and I am with Mews Support. I have a few troubleshooting ideas I would like to share with you. 

If you haven’t already, could you please whitelist the “sent from” email address? The domain, in addition to using a custom domain, should be noreply@mews.li and the only URL should be https://app.mews.com/ . 

 

The last thing to check is if you have the BlockAll setting enabled for both emails and URLs. Please make sure these are unticked. The block all setting takes higher precedence than the individual entries added in the allowlist. 

 

If you are still experiencing issues, please open a case with Support using the ADA chatbot. Any screenshot examples you can share would be super helpful!

 

Thank you!

O
  • olaberg
  • Contributor
  • May 29, 2025
adeline.baesler wrote:

Hello ​@olaberg !

 

My name is Addie and I am with Mews Support. I have a few troubleshooting ideas I would like to share with you. 

If you haven’t already, could you please whitelist the “sent from” email address? The domain, in addition to using a custom domain, should be noreply@mews.li and the only URL should be https://app.mews.com/ . 

 

The last thing to check is if you have the BlockAll setting enabled for both emails and URLs. Please make sure these are unticked. The block all setting takes higher precedence than the individual entries added in the allowlist. 

 

If you are still experiencing issues, please open a case with Support using the ADA chatbot. Any screenshot examples you can share would be super helpful!

 

Thank you!

 

Hi ​@adeline.baesler !
Thank you for your reply! 

I figured out what was wrong in our case and shared the solution that worked for us in this thread:

https://community.mews.com/how%2Ddo%2Di%2D2/booking%2Dcom%2Dblocking%2Demails%2Dbefore%2Dstart%2Donline%2Dcheck%2Din%2D1155?postid=10544#post10544

 

 

Lyngen North As & Reisafjord Hotel As
adeline.baesler
Mews Employee
Forum|alt.badge.img+1

Hello ​@olaberg !

 

Thank you for letting me know and for sharing your findings!!

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