Set up the emails guests get
Which emails Kipdown sends your guests and when, how to change their words or add your own, where replies go, and the emails Kipdown sends you.
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Kipdown emails your guests for you, from when they book until after they leave, in your business’s name with your logo and colour. Replies come to your own email address. You can change the words of the main emails and add your own in Settings → Bookings → “Booking emails”, where the screen “Emails to guests” shows each one on a timeline.
The emails guests get
- Follow-up, the day after someone starts a booking and doesn’t finish, sent once. You can switch it off.
- Confirmation, the moment they book, with a calendar file. This one can’t be switched off.
- Arrival reminder, 3 days before they arrive to start with, or anywhere from 1 to 60. It isn’t sent to anyone who booked in the last 2 days.
- Thank-you, the morning after they leave. It has a “Leave us a review” button if you paste in a review link.
The arrival reminder also carries the “Arrival details” from each stay, such as key codes and where to park, which you add in Stays and prices.
Emails about paying, changes and cancellations go by themselves, and their words can’t be changed. These include bank transfer details and reminders, balance reminders, payment receipts, and emails when a booking is changed or cancelled.
Emails that go on a schedule are sent between 9am and 8pm.
Changing the words
Click any email on the timeline to change it. You can edit the subject, heading and message, and for the confirmation and reminder a “Good to know” note too. You type straight into a preview of the email, and the placeholders “+ first name”, “+ arrival date”, “+ arrival day”, “+ their dates” and “+ what they booked” fill in each guest’s details.
The preview shows the email for a made-up guest called Sam. You can’t send yourself a test of a guest email yet.
Adding your own emails
Press “+ Add an email” to add one of your own, up to 20. Each can go a number of days after booking, before arrival, on the arrival day, or after they leave, to every booking or to guests of one stay. You can switch your own emails off or delete them.
The “Ask guests if they’d like emails about next season’s dates and offers” switch is on to start with.
The follow-up for unfinished bookings
The follow-up goes to a guest who gave their details, reached the card payment step, and then didn’t pay before their 20 minutes ran out. It needs card payments to be on, and it isn’t sent to someone who only looked at your booking page.
Where emails come from and where replies go
Guests see your business’s name as the sender, and each email ends “Questions, or need to change something? Just reply to this email.” Replies go to the email address in Settings → “Your business” → “Email”. If that’s empty, they go to the address you get new bookings at. If both are empty, no booking emails are sent, and the screen says so. Your logo and colour are set in Settings → “Your business” too.
You can’t send booking emails from your own email domain yet, and Kipdown can’t send text messages.
Emails to you
Under “Tell me about new bookings at”, add the address that should hear about new bookings. Kipdown emails it for each new booking, a booking cancelled or changed online, a bank transfer booking, a balance that couldn’t be taken, and a double booking from another site.
“Email me the day’s arrivals and departures” sends a morning summary at about 7am on days when guests arrive or leave. It says who’s coming, where they go, what they still owe, and who’s leaving. It’s on to start with.
Can't find what you need? Email hello@kipdown.com and a person will reply.