Email communication with hotel guests via PMS Integration & Automation
This article explains how aleno handles guest emails for hotel reservations — depending on whether they are entered manually or created automatically through the PMS connection.
1. PMS Integration (without Automation)
When reservations for hotel guests are entered manually in mytools, even if you select a guest synced from the PMS, the reservation behaves like any normal manual booking in aleno.
What happens:
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aleno applies your usual email rules.
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A confirmation email is sent only if your shift settings or status automations are configured to send one (e.g. “Send confirmation on create” or “Send on status = Confirmed”).
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If those automations are disabled, no email is sent.
2. PMS Automation (auto-created reservations)
When reservations are automatically created by the PMS automation, aleno does not send any confirmation or notification emails by default.
Why:
These reservations are system-generated from the PMS and considered already confirmed for the guest. To avoid duplicate or confusing messages, aleno suppresses automatic emails unless a manual change is made later inside aleno.
When updates happen in the PMS:
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Changes like date, time, or number of guests (pax) are automatically synced and updated in aleno.
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No confirmation or change email is sent to the guest for these PMS-driven updates.
If you manually edit an auto-created PMS reservation inside aleno — for example, a hotel guest calls to add two extra external guests for lunch — aleno treats this as a manual change and will trigger a confirmation email (based on your shift settings).
You can stop this email by clicking the email toggle (bar at the bottom left corner) before saving the change.