How do you customise booking emails?

In Settings › “Email design and content”, set the shared design, then the subject, heading, text and button of each email, with variables. Method, sample texts and email deliverability best practice.

To customise the emails sent to your guests, open Kraft Booking › Settings, “Email design and content” section: the Design (logo, colours, font, footer) applies to all emails, then Email content offers, for each email, a subject, a heading, a text and a button, with variables that automatically insert the first name, the dates or the amount. GDA Kraft Booking, the WordPress plugin from Global Digital Agency, provides a default text for each email; adapting it to your tone and your business is one of the simplest ways to reassure your customers. This article offers a method and sample texts.

Which emails can you customise?

Email	When
Booking confirmed	When the stay is confirmed
Booking request received	When the booking is awaiting your approval
Booking cancelled	On cancellation
Reminder before arrival	A few days before arrival (“Number of days before arrival”, 7 by default, in Settings › “Automatic reminders”)
Reminder the day before arrival	The day before arrival
Balance reminder	Before the balance is due, if the reminder is enabled
Refund	When a refund is recorded
Review request	After the stay, if review requests are enabled

The stay summary table (dates, amounts, address) is added automatically below your text. A copy of the booking emails is also sent to the address entered in Settings › “General settings” › “Email that receives bookings”.

Appointment emails (confirmation, rescheduling, cancellation, reminders) have fixed texts: they use the Design, but their content cannot be edited.

There is only one text per email, with no per-language tab: emails are sent in the site's language. See Multilingual sites. The email editor is included in the edition downloaded from your Kraft GDA customer area: no add-on to install.

What is a variable?

A variable is a marker placed in the text, replaced at sending time by the information specific to each booking. The available variables are: {prenom} (first name), {nom} (last name), {hebergement} (accommodation), {reference}, {arrivee} (arrival), {depart} (departure), {voyageurs} (guests), {total}, {jours} (days before arrival) and {site}.

Copy them exactly, braces included: a misspelt variable is displayed as is. A field left empty keeps the default text.

What method should you use to rewrite your emails?

Set the Design first: logo (“Choose”), “Display name”, “Main colour”, background, font, buttons and “Footer” (address, phone, legal notices). The “Preview” shows the result.
Start with the confirmation: it is the most-read email.
Put the essentials first: what has been booked, when, where.
Keep a single main action: the button, which opens the guest area.
Add the practical information you are most often asked for on the phone.
End with the cancellation rule in one sentence; your contact details go in the footer.
Click “Save and send me a test” and read the email on your phone.

Sample texts

Stay confirmation

Subject: Your stay at {hebergement} is confirmed

Hello {prenom},

Your stay at {hebergement} is confirmed from {arrivee} to {depart}, for {voyageurs} people (reference {reference}).

Check-in from 4 pm, check-out by 10 am. The exact address and access instructions are in your guest area.

Reminder before arrival

Hello {prenom},

Only {jours} days until your arrival at {hebergement}. Please let us know your expected arrival time by replying from your guest area.

Balance reminder

Hello {prenom},

Your arrival at {hebergement} is coming up. The details of the remaining balance are shown below and in your guest area.

The text explaining how the balance is settled (automatic charge or payment) is added automatically depending on the case.

What tone should you use?

Formal or informal: match your website and your customers, and stay consistent across all emails.
Short sentences: many emails are read on a phone.
No capital letters or strings of exclamation marks: they hurt readability and can trigger spam filters.
No sensitive information in the text of the emails.

How do you stay out of spam folders?

A well-written email is useless if it does not arrive. Check:

that WordPress emails are sent from an address on your own domain, set in your SMTP plugin;
that your domain has SPF, DKIM and DMARC records (your host provides the instructions);
that your hosting sends emails properly; otherwise, use an SMTP plugin.

The “06 History” tab of the booking record traces the emails sent for that booking, and the “Resend guest email” button lets you send it again. For a full diagnosis, see Booking emails going to spam and Troubleshooting.

Frequently asked questions

Can I add my custom field answers to the email?

No: the booking form does not accept custom fields, and the variables are those listed above. See Custom fields with Kraft Fields.

Are emails sent in the customer's language?

No, not to date: each email has a single text, sent in the site's language, with no per-language tab.

Can I send a test email?

Yes. In Settings › “Email design and content”, the “Save and send me a test” button sends you a sample to your account's email address.

What happens if I delete a variable from the text?

The corresponding information no longer appears in your text, but the stay summary (dates, amounts, address) is still added automatically. To go back to the default text, empty the field.