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Send guest messages and manage reservation notes

Start at: Solidres → Reservations → open the reservation
Use for: internal handover notes, guest messages, attachments, and resending booking information.

Choose the right record​

  • Use an internal note for staff-only facts needed to operate the stay.
  • Use a guest message for confirmed information the guest should receive, such as arrival instructions or a requested document.
  • Use a status change only when the booking status genuinely changes; do not use it just to send a message.

Send a safe guest message​

  1. Confirm the guest, reservation, email address, and purpose of the message.
  2. Write a concise factual message. Include reservation code and contact route; do not include payment-card data, identity-document scans, or information about another guest.
  3. Attach only approved files, then select the guest-notification/send option where applicable.
  4. Save and verify the note/message appears on the reservation record.
  5. Record important promises or service-recovery commitments in the internal handover process.

Resend booking information​

  1. Verify the booking is the correct one and the guest contact address is current.
  2. Check the reservation’s status, payment state, balance, dates, and room details before resending a confirmation or invoice.
  3. Use the relevant resend/email action; never copy a previous guest’s message or attachment into another reservation.
  4. Reopen the record and note that information was resent, including the reason when relevant.

Verify​

Review the reservation’s Notes area and the guest-facing booking view, when enabled, to confirm the message is appropriate and no unintended attachment or personal data was disclosed.

For manager-level wording and test sends, see Booking email templates.