A correspondence brings together everything that belongs to one case with a guest: their request, the conversation, offers, reservations and the hotel's messages. The “Correspondence” tab of the guest record shows all correspondences of a guest in one place, and from here the hotel sends the guest a new message. The tab is under Guests Archive › (guest) › Correspondence.
Example: Send a guest a generic message
Open the Guests Archive menu item and click the guest. The guest record opens.
In the tab bar of the guest record, open the “Correspondence” tab. The newest correspondence is at the top and is already expanded.
On this correspondence, click “New message” and choose “Generic information”.
Under “Template”, choose a template. You can choose from the generic templates in the guest's language that match the building of the correspondence. The message takes over “Title”, “Content” and “Content blocks” from the template.
Click “Send”. The message goes to the guest by e-mail or by WhatsApp.
The message then appears as part of the correspondence, with its date. A message that has been sent can no longer be changed.
The pages in detail
List of correspondences
The tab lists the guest's correspondences, the newest first; the newest is expanded. If the guest has none yet, it says “There is no correspondence for this guest yet.”
Each row shows the state of the correspondence, the “Arrival” date and “Building/hotel”. The possible states are: “new”, “request”, “Offer”, “Reservation”, “Conversation only” and “Closed without proposal”. For “Offer” and “Reservation”, the row also shows the state of the offer or the reservation. A correspondence that was created as a test carries the note “Communication created as a test (invisible to guest)”.
Expanded, a correspondence shows its parts with their dates: request, conversation, offer, generic information, reservation, messages about the reservation, pre-stay and post-stay information. Without Offers, the parts that belong to offers are missing.
Every correspondence that is not a test has “New message”. The selection below it offers up to four entries:
“Generic information” opens a message from a generic template.
“Appointment information” opens a message from a template for appointment information.
“Rejection” opens a rejection to the guest, from a rejection template.
“Direct message” opens the conversation with the guest.
“Generic information” and “Appointment information” appear only if the user's role includes access to them. Without Offers, the correspondence shows the button “New message...” instead of “New message”. “New message...” also appears instead of “New message” when none of the entries “Generic information”, “Appointment information” and “Rejection” is available. “New message...” leads straight to the direct message.
“New correspondence...” appears only as long as the guest has no correspondence apart from tests. The button creates an empty correspondence.
“Deleting...” on an expanded correspondence opens the page “Delete correspondence:”.
Edit a message
This is where a “Generic information”, an “Appointment information” or a “Rejection” is created. Under “Template” there are only templates of this kind in the guest's language that match the building of the correspondence.
For a “Rejection”, the switch “Show wait list option” also creates an entry for the waiting list. The guest then receives the waiting list form together with the rejection.
“Send” sends the message by e-mail or by WhatsApp. Sending a “Rejection” closes the open notifications of this correspondence.
For a message that has not been sent yet, “Cancel” asks: “Do you want to delete or keep the information?” “Keep generic message”, “Keep appointment information” or “Keep rejection” keeps the message, “Delete” discards it.
Suggested dates for the waiting list
“Arrival” and “Departure” are pre-filled with the dates of the request and must be in the future. The guest finds them pre-filled in the form “Entry on our waiting list”, can change them there and submits the form to get onto the waiting list.
Delete correspondence
The page “Delete correspondence:” asks for a three-digit “Security code”. Only with the correct code does “Delete permanently” delete the correspondence. If the user's role lacks the access, it says “You are not authorized to delete communications.”
Prerequisites
‘Correspondence’ needs one of these licence modules: Offers or Guest Management › Pre-stay messages (simple) or Guest Management › Digital Concierge or Guest Management › Post-stay messages. With Multi-Property, the selection “Building/hotel” is added.
With Offers, access to it is enabled for specific users through their role. With Guest Management › Pre-stay messages (simple) or Guest Management › Digital Concierge or Guest Management › Post-stay messages without Offers, every user sees ‘Correspondence’. The following need their own access in the role: “Generic information”, “Appointment information” and “Deleting...”. Roles are managed by ReGuest support.
Frequently asked questions
Why does “New message...” only lead to the direct message? Without Offers, there is only the direct message. ReGuest support can say whether Offers is set up for the hotel. With Offers, “Generic information” and “Appointment information” are missing if the user's role does not include access to them; roles are managed by ReGuest support. ReGuest support can say whether the “Rejection” is set up for the hotel.
Why is “New correspondence...” missing? The guest already has a correspondence that is not a test. A new message is then created on this correspondence via “New message”.
Can a message that has been sent still be changed? No.
As of: 2026-10-30.