Understand transactional email resending
Transactional emails are automated messages sent to guests related to reservation confirmations, modifications, and cancellations. There are two common reasons you may need to resend these emails:
Incorrect or lost email: The guest did not receive the email because an incorrect address was used, or the message was lost. You can resend the email and update the address at the time of sending.
System delivery failure: The system failed to send one or more emails. You can identify and reprocess these from the transactional email activity page.
In both cases, the email address can be updated at the point of resending for flexibility.
Before you start resending transactional emails
Outlined below are important factors to know before resending transactional emails.
Ensure you have access to profile management and campaign management tools in the CRM.
If you are also using the CRS Voice Application or CRS Booking Engine, emails may be resent from those systems as well.
For consistent guest experience, all transactional emails should be sent from the CRM wherever possible.
Resend a transactional email from the guest profile
Use this method when a guest has not received a confirmation email and you need to resend it with the option to update the email address.
Follow the steps below to resend a transactional email from the guest profile.
From the left navigation menu, click Profile Management.
Click Guest and search for and open the guest's profile.
Click the Reservations tab.
Locate the reservation you want to resend the email for.
Click Resend Email in the Action column for that reservation.
In the Resend Email dialog, review the email address displayed.
To resend to the email address on file, proceed to the next step.
To resend to a different address, clear the field and enter the new email address.
Click Resend Email to send.
Resend a transactional email from the CRS Voice Application
If your property uses the CRS Voice Application, confirmation emails can be resent directly from the reservation record within that system.
Follow the steps below to resend a transactional email from the CRS Voice Application.
Open the reservation in the CRS Voice Application.
Locate the resend reservation email option.
In the send type dropdown, select one of the following:
Guest email: Sends the confirmation to the guest's email address.
Hotel transmission res email: Sends a hotel transmission copy via email.
Hotel transmission res fax: Sends a hotel transmission copy via fax.
Review or update the Email field as needed.
Click Send.
Resend a transactional email from the CRS Booking Engine
If your property uses the CRS Booking Engine, guests can resend their own confirmation email from the reservation Information page after completing a booking. Hotel staff can also use this method when assisting guests.
Follow the steps below to resend a confirmation email from the CRS Booking Engine.
Navigate to the Reservation Information page for the booking.
Locate the Resend Confirmation Email panel on the right-hand side of the page.
Review or update the Email Address field.
You may enter a different address to send this confirmation to an alternative recipient.
Click Send.
Reprocess failed transactional emails
Use this method when the system has failed to deliver one or more transactional emails and you need to identify and reprocess them in bulk or individually.
Follow the steps below to reprocess failed transactional emails.
From the left navigation menu, click Campaign Management Tools.
Click Transactional Email Activity.
Set the date range using the start and end date fields at the top of the page.
Optionally, filter by:
Hotel name, confirmation number, status, first name, last name, loyalty member ID, email, submission start time, submission end time, or transactional type to narrow results.
In the status dropdown, select Failed to view only emails that were not successfully delivered.
Click Search.
To resend emails:
To resend an individual email, click Send Email in the action column for that row. Confirm by clicking OK in the confirmation dialog.
To resend all failed emails in the results at once, click Resubmit Failed & Ignore Successful Emails.
To select specific emails, check the box at the top of the results column, then click Send Email or use the resubmit option.
📌Note: You can also click View Email in the action column to preview the content of any email before resending.
Frequently asked questions
Outlined below are a list of frequently asked questions.
Can I resend transactional emails from my PMS?
The CRM provides an API that your PMS may use to trigger the resending of transactional emails from the CRM. It is recommended to send all transactional emails from the CRM to ensure design and content consistency. If your PMS must send its own transactional emails, ensure the design and content match the CRM templates as closely as possible. Where the CRM includes dynamic or context-specific content that cannot be replicated in the PMS, make sure your operations teams are aware so they can manage any guest queries.
Can I resend CRM transactional emails from the CRS?
The CRS itself only recognizes transactional emails within the CRS system. To resend CRM transactional emails, use one of the methods described in this article — from within the CRM, the CRS Voice Application, or the CRS Booking Engine.
How can I prevent modification emails from triggering when I'm preparing arrivals?
Modification emails can be blocked based on the source of the update. When this is enabled, confirmation and cancellation emails continue to send as normal — only modification emails from that channel are suppressed. You can still resend modification emails manually from the CRM, Call Center, or Booking Engine if needed. Contact the SHR support team to enable this for specific channels.
When are modification emails automatically triggered from the CRM?
Modification emails are sent automatically when any of the following reservation fields are updated:
Email address.
Rate code.
Room price (amount).
Arrival or departure date.
📌Note: Some PMS systems send an update notification to the CRM every time a reservation field is touched, even if no actual change has occurred. In these cases, to avoid guests receiving unnecessary modification emails, it is recommended to exclude PMS-driven modifications from triggering emails and resend any required guest communications manually from the CRM, Booking Engine, or Call Center.