This tool allows you to build a rich formatted HTML confirmation email that carries necessary information for your guest to confirm the reservation details.

You can follow the steps below to set it up:

• Step 1: Backup original content
  Before you make any changes, backup your current email contents if you think it is necessary. You can copy and save the content from the editor to your computer, or press the Test button to send a test email to yourself. This email in your inbox then becomes your backup copy.
• Step 2: Load and aplly the Template
  Press the Template button and a template preview window will popup. If this is the desired format of your email, press the Apply Template button. This will prompt you to overwrite your current message body settings.
• Step 3: Make additional changes
  The contents in the rich-format editor will be overwritten with the template contents. Make necessary adjustment or modifications to the content in the editor. Note that you will see the Special Codes that look like "<#GuestName#>" in the message. They will be replaced with actual values of the reservation at the time when the reservation email is sent.
  Press Save button to save the contents in the editor.
• Step 4: Send a test email
  This completes your setup for the confirmation email. If you wish to see what the change would look like, press the Test button again to send a test email to yourself. Note that the test email sends email to the "Reply Email Address", so please make sure this email address is properly set before you press the Test button.

Special Codes are special tags that you can insert into your email subject or body content, as a placeholder that will be replaced by actual values from the current reservation at run time. Take a look at the detailed description of these codes when you click on the Special Codes button.

This tool allows you to build a rich formatted HTML reservation reminder email that is sent to the guest X number of day(s) before the check-in date depending on the settings.

You can follow the same steps as for the Reservation Confirmation Emails to set it up.

You will need to check the "Enabled" check box to allow emails to be sent automatically

Days in Advance to Send - Set to 0 if you would like the emails go out in the morning of the reservation check-in date. Set to 1 to send out one day in advance, and so on.

This tool allows you to build a rich formatted HTML thank-you email that is sent to the guest X number of day(s) after the check-out date depending on the settings.

You can follow the same steps as for the Reservation Confirmation Emails to set it up.

You will need to check the "Enabled" check box to allow emails to be sent automatically

Days After Stay to Send - Set to 0 if you would like the emails go out on the reservation check-out date. Set to 1 to send out one day after, and so on.

After the Multiple Room Type Bookings feature is enabled, you will need to make sure the Guest Email Bodys (for Multiple Room Type Booking only) is properly set in Settings >> Guest Emails. Namely for the Reservation Confirmation Email and Reservation Reminder Email.

The Guest Emails utilize a couple of new Special Codes to properly display the information of booked rooms per room type, and the payment/cost information per room type. E.g. <#MultiRoomTypeBookingInfo#> and <#MultiRoomTypePaymentInfo#>, which are included in the new default template.

Here are the details:

Once the feature is enabled, your current Guest Email Body will be saved as a Backup, and a new Email Body that is compatible to the Multipe Room Type Booking feature must be setup. As shown in the screenshot, if the Email Body isn't in place, you can click on the View Template button to apply the default template.

If the Email Body is already set, please review it and make sure it carries the information for your needs.

You can repeat this for Reservation Reminder Emails too.

Guest emails will be sent out automatically by the system, e.g. Guest confirmation emails will be sent to the guests when a reservation is booked online, and a reminder email will be sent X-day(s) in advance before the check-in date if the feature is enabled. However, you can also send these emails manually by going to the Reservation Details window of a reservation, and click on the Emails tab.

For accounts that support multiple languages, you can choose the language to send

When guests book reservations from our properties' website, the system can now send the booking confirmation information via SMS messages now. To enable (or disable) the SMS messaging feature, go to Settings >> Web Booking Setup, and toggle the checkbox for "Send SMS for confirmation".

The SMS messages will include basic booking information, and for Professional and Enterprise accounts, it will also include a link to take the guest to the Guest module to view, modify or cancel the reservation.

Once enabled, an SMS message will also be sent when the hotel user sends out a confirmaiton email from the Reservation Details window.

Guest SMS Message Chat/Broadcast allows the property to communicate with the guest via SMS messages in a chat-like interface. More specifically,

• When the guest receives a SMS message confirming a reservation, they can simply reply to the message via their SMS app on their phone. The property will receive the message in their OnRes account and be able to reply back through a chat interface.
• The system also allows the property to optionally set a forwarding phone number, so every reply message from the guests will be forwarded to that phone number as well. This allows the staff to receive guest messages on their phone directly without logging into the OnRes account.
• The system also allows the property to send broadcast SMS messages to all in-hourse guests. This is usefull for sending out property-wide announcements or emergency notifications.

Go to Settings >> Email/SMS Management to enable or disable the feature. You will need to reach out to OnRes Support to get a phone number assigned to your property for SMS messaging.

There are three ways to access the chat window:

1. Click on the top right icon from anywhere in the OnRes system to activate the Messaging panel on the right side. The Messaging panel lists all recent SMS conversations with guests, with a preview of the last message received. Click on the "Open Chat" button to open the chat window for that guest.
2. Go to the Reservation Manager and open a Reservation Details window, then click on the SMS tab
3. Go to the Contacts Manager and open a Contact Details window, then click on the SMS tab

IMPORTANT NOTES

1. The SMS message chat feature is only available to guests with a valid mobile phone number in their OnRes profiles (i.e. can be found in the Contacts Manager). Note that most reservations booked via OTA channels don't have a guest profile created in OnRes at the time of booking.
2. The SMS message chat feature is accessible to Owners, Managers and Front Desk users only.
3. For incoming SMS messsages from guests, please be aware that the system is not able to reliably identify which reservation or guest profile this message is associated with, because the same phone number may be associted with multiple reservations or guest profiles in the system. It is the property's responsibility to verify which reservation or guest profile this message is about.

The system tracks the read/unread status of messages per eligible user. When a user opens a chat window with a guest, the unread messages are marked with a red dot indicator. Once the user views the messages in the chat window, the unread messages are marked as read for that user only. It's the property's responsibility to coordinate among the staffs to decide who is responsible for responding to the chat

The system allows the property to optionally set a forwarding phone number, so every reply message from the guests will be forwarded to that phone number as well. This allows the staff to receive guest messages on their phone directly without logging into the OnRes account.

The forwarded message look like this:

To set up the forwarding phone number, go to Settings >> Email/SMS Management, and enter the phone number in the "Phone number for forwarding guest SMS to" field.

IMPORTANT NOTES

• Please do not reply to the forwarded message directly from your phone because the response message won't be delivered to the guest's phone. You can sign in to your OnRes account and click on the Message icon on the top right to open the Messaging panel, then open the chat window with that guest to reply.

You can send broadcast messages or access the message history by clicking on the broadcast icon in the Messaging panel.

IMPORTANT NOTES

1. Since not all accounts are actively using our PMS features related to guest check-in/out, the system will send broadcast messages to the registered guest phone numbers for all reservations that are currently active (i.e. current time is between their check-in and check-out date/times).
2. If you have a forwarding phone number registered in the system (see section 7.5 above), then the forwarding phone number will receive a copy of the broadcast message as well.

OnRes offers optional Guest SMS Messaging to allow properties to communicate with guests via text message for confirmations, reminders, arrival details, and general communication.

Pricing

Guest SMS Messaging is billed as follows:

• Monthly SMS service fee: $10.00 per property
• Outbound SMS messages: $0.20 USD per message sent
• Inbound SMS messages: Included at no additional charge

Charges apply only to outbound messages sent from your OnRes account.

Billing & Invoicing

• SMS charges are billed automatically as part of your regular OnRes billing cycle
• The monthly service fee is charged once per billing period while the feature is enabled
• Outbound SMS usage is billed based on actual message volume sent during the billing period
• Invoices may include a summarized SMS Messaging line item, with detailed usage available in reports

Usage Reporting

Detailed SMS usage reporting is available in your OnRes Extranet:

Extranet → Analytics & Reports

SMS usage reports include:

• Billing period
• Assigned SMS phone number
• Total outbound messages sent
• Total SMS charges for the period

These reports correspond directly to any SMS Messaging charges shown on your invoice.

International Messaging

Guest SMS Messaging supports domestic and international phone numbers. OnRes primarily supports messaging for properties and guests in Canada and the United States. International messaging is available where supported by local carriers. Message delivery may vary by country and carrier.

Disabling the Service

Guest SMS Messaging can be disabled at any time from your account settings. Once disabled, no further SMS usage charges will be incurred beyond the current billing period.

Important Billing Notes

• SMS Messaging charges are usage-based and non-refundable once messages are sent
• OnRes reserves the right to adjust SMS pricing with advance notice
• Abuse, excessive usage, or activity that violates carrier policies may result in suspension of SMS services

Frequently Asked Questions (FAQ)

Q: What counts as a billable SMS message?

A: Each outbound text message sent from your OnRes account counts as one billable SMS message.

Q: Are guest replies billed?

A: No. Inbound SMS messages from guests are included at no additional charge.

Q: Will I be charged if SMS is enabled but not used?

A: Yes. The monthly SMS service fee applies while the feature is enabled, even if no messages are sent.

Q: Where can I see a breakdown of my SMS charges?

A: A detailed breakdown is available in your OnRes Extranet under Analytics & Reports.