Automatic emails and texts

PootlrHost emails your guests for you at each step of their stay. To switch emails off or change their wording, open Messages and tap Automatic emails.

Which emails go, and when

• Booking confirmation: straight after booking. A request you still have to confirm gets a “request received” email instead, then the confirmation once you accept.
• Pre-arrival: a set number of days before arrival (2 to start with). A guest who books after 11pm the night before gets it at 7am on the morning they arrive, as long as that’s before your check-in time (or 11am if you haven’t set one). Guests who book on the day just get their confirmation.
• Day before: the day before arrival, from 10am, with directions and their pitch. This one starts switched off.
• Check-in welcome: a minute after you check a guest in, so a mistaken check-in can be undone first.
• Thank you and review: a set number of days after they leave (1 to start with), with a link to leave a review. With guest reviews switched off it’s called Thank you and has no review link.
• Cancellation: when a booking is cancelled, with any refund due. We write this one, so you can switch it off but not reword it.
• Booking changed: when you change a booking’s dates, pitch type or price and leave the box to email the guest ticked. It says what changed and anything they now owe or will get back. See Changing a booking.

Each email a guest gets is listed on their guest record, under Emails sent.

Changing an email

1. Tap Edit beside an email.
2. Change the Subject and Message. Tap a button under Add guest details, such as Guest Name or Arrival Date, and it’s filled in for each guest.
3. For Pre-arrival and Thank you, set the days (0 to 30).
4. Tap Preview to see it with your latest booking, or Send me a test to get it in your own inbox.
5. Tap Save changes.

For Day before, leave the message blank to use the directions from your guest guide.

The Send guest emails switch at the top stops every automatic guest email, confirmations and refunds included, so to stop one email, use its own switch. Messages you write to guests yourself still go. Only the owner or a manager can use it.

Texts

Switch on Text messages in Settings › Features and a Text messages tab appears. Guests with a UK mobile can get texts for the booking confirmation, pre-arrival, check-in welcome and thank you. Texts cost nothing extra. Test texts go to your campsite’s phone, which must be a UK mobile you’ve verified with a code.

Texts come from “PootlrHost” and start with your campsite’s name. To use your own name (4 to 11 letters and numbers, no spaces), tap Use your own name, fill in your business details and tap Send for checking. We check every name by hand and email you when it’s ready.

Guests who booked on other sites

These guests don’t get your reminder, day-before or after-stay emails and texts unless you switch on Email and text guests who booked on other sites in Other booking sites. Only Pitchup, connected with an API key, shares a guest’s email and phone. See Connecting Pitchup.

Good to know

• Nothing goes to guests until your site is live.
• Emails come from your campsite’s name. A guest who replies to one reaches your Email for guests in Settings (or your account email), not Messages. Messages you write in Messages have a Reply button that brings their answer back there.