Automated message (template)


I'm facing some problems with the templates and automated messages!

It seems that none of them are sent to the guests! Or maybe the are sent but they don't arrived to their mailbox.

I don't know if it's a matter of size of the message or the images, but it's a big deal for me! 

Further more, I don't even know when they received a message from me.

Sometimes they answered sometimes not. I suppose that when they don't answer it's because they don't received the message. 


Could you help me please? Because this is a big issue for me!


Thanks a lot



Profile picture for user marzena.gios.booking.com m
Marzena Lasocka Gios 1 year ago

Dear Julien, 

I hope you are ok.

You can set up message templates, automatic replies and enable message notifications in the extranet or the Pulse app to save time and deliver important information to your guests. Please check this article to check out if it has been correctly configured.

I hope this will be helpful to you! Will you let me know if I can help further? Thank you!

Best regards

Marzena - Booking.com 



Andrea 1 year ago

Hi Marzena (or colleagues),

Since March of 2022, I have noticed that lots of guests are not receiving the automated messages.

Today I checked, and of the 9 new reservations we received this weekend, only 3 had received the automated message.

The message is set up to be delivered when the guest makes the reservation.

I have flagged the issue 7 times so far and I've been told that I should just send the message myself.

Hopefully someone can fix this issue, as it's an important message we're sending out (we cannot accept guests without a valid form of ID) and it's time consuming to check each and every reservation.