What the problem looks like
The confirmation email (or other emails 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.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 If your operation has changed since, the email may be out of date. The time can also appear written in other places that are maintained separately:- In your hotel’s own text included in the email (arrival directions, house rules…).
- In the check-in form text the guest signs at check-in.
- In your listing on each sales channel (OTA), which you maintain from each channel’s extranet.
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 every email sent from that moment on, including when you resend the confirmation of an existing reservation. Emails already sent keep the old time.