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What the problem looks like

The automatic email to the guest shows a check-out time that doesn’t match the hotel’s real operation. For example, the email says “check-out at 12:00” but at your hotel it’s actually 11:00, or the other way around.

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Why it happens

The check-out (and check-in) time shown in emails comes from a property-level configuration set during onboarding. If your operation has changed since, the email may be out of date.

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How it’s fixed

Changing the time shown in emails is a back-office configuration handled by support. It’s not done from the app. When you contact support, let us know:
  • Exact property name
  • Current time showing in the emails
  • Correct time it should show
  • Whether it affects only check-out, only check-in, or both
  • Whether it applies from now or has a specific change date
The change applies to future reservations. Reservations with an email already sent keep the old time on that specific email, but later communications (reminders, check-in instructions) go out with the right time.

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Special case: seasonal time changes

If your property has different times by season (for example, 12:00 in high season and 11:00 in low season), let us know. We can configure temporary times with applicable dates.

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When to contact support

Always. Templates and default times are managed on our side so they stay consistent across every channel (email, app, pre check-in page).
Don’t try to change the time manually in every email you send to the guest. Breaking the consistency between the automatic email and what you say by hand creates confusion and late check-out complaints.