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The email has several layers

When Roomdoo sends a confirmation email, several pieces are involved:
  • The email template (text, language, format).
  • The mail server sending on behalf of your property.
  • The guest’s email captured correctly.
  • The receiver’s filters (spam, blocked domains).
When something fails, it can be on any of those layers. That’s why this case usually goes to support — it needs reviewing logs and configuration.

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Before contacting support, check the basics

1

Is the guest's email correct on the record?

Common typos: gmial.com, hotmail.com mistyped, a companion’s address instead of the main guest’s.
2

Has the guest checked spam?

First emails from a new domain often land in spam. Ask them to check the junk folder.
3

Are other reservations receiving emails fine?

If it only affects one specific reservation, it’s usually the record itself. If it affects every reservation of the day, the issue is likely the mail server or the template.

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What we need to resolve

When you contact support, include:
  • Reservation reference where the send failed
  • Exact error message if it appears on screen (a screenshot is better)
  • When it happened: only this reservation, several in the day, every reservation on the property
  • What was done just before: manual send, reservation modified, configuration changed
  • Email type: confirmation, reminder, check-in instructions, pre-arrival

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Common cases

Almost always spam or a typo in the email. Steps:
  1. Verify the email on the customer record
  2. If it’s correct, resend the confirmation from the reservation itself (“Resend confirmation” button)
  3. If it still doesn’t arrive, contact support
Meanwhile, you can download the confirmation as a PDF and email it from your own inbox.
Something in the send flow is failing. Contact support with the error screenshot.
If the reservation in Roomdoo is right but the email shows other data, it’s a template or send-cache issue. Contact support — don’t touch the template.
Template customisations (banners, promotional messages, additional languages) are managed from support. Tell us what you want, on which dates, and for which reservation types.

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When to contact support

Always, once the basics are verified (correct email on record, spam checked).
Don’t edit the email template manually or change the sender through other channels. Email sending configuration is centralised, and modifying it through unofficial paths can affect every email on your property.