Send a Guest Cancellation Confirmation Letter (Cloud)

Send a Guest Cancellation Confirmation Letter (Cloud)

When a reservation is cancelled, it’s best practice to send a cancellation confirmation email to the guest so they have official notice. You can do this using the “Confirm Letter” tool in Visual Matrix Cloud. The content of the email is determined by your property’s cancellation template (in Property Settings > Letters). Make sure the reservation is cancelled first, the guest’s email is on file, and that any custom confirmation letter is removed (if present) to avoid conflicts.
Path: Front Office > Reservations > Search for the reservation
Warning
If a Custom Confirmation Letter is attached to the reservation, remove it before cancelling the reservation. Otherwise, the guest will receive both the default cancellation wording in the email body and the custom confirmation letter as an attachment.

Instructions

1. If the reservation is not yet cancelled, cancel it now.


2. In the reservation’s Toolbox (right side), click Confirm Letter to send the Cancellation Confirmation Email using your property’s configured template.


Still Need Help With This Topic?

Ask Yourself:
- Is the reservation already cancelled?
- Does the reservation have an email address on file for the guest?
- Is there a custom letter attached to the reservation?
- Have you checked the cancellation template under Property Settings > Letters?

Support May Ask You:
- What is the reservation number/guest name?
- Was the reservation cancelled before trying to send confirmation?
- Was there a custom letter attached?
- Did the guest email receive the confirmation?
- What does the cancellation template look like (if customized)?

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