Manage or troubleshoot guest communications
What happens when a reservation is cancelled or changed, why a delivery might fail, and how to fix common Guest Communications problems.
Updated
When a reservation is cancelled
WelcomeFlo automatically:
- Revokes the guide invitation — the guest's link stops working.
- Cancels any messages still waiting to send for that reservation.
Messages that already went out, and any view/engagement history already recorded, are kept — cancelling a booking doesn't erase what happened before the cancellation.
When a reservation's dates or details change
The existing invitation keeps working — WelcomeFlo doesn't issue a new link just because dates moved. Any message that hasn't sent yet is rescheduled to match the new dates; a message that's already sent is never re-sent or edited.
When a property is remapped to a different guide
If you change which guide a property maps to, any invitation already sent for that property's reservations is revoked, and a fresh invitation for the new guide is issued in its place — so a guest never ends up quietly looking at a different property's guide through a link they already had.
"No reservations yet"
This means no property has reservation sync turned on and mapped to a guide. Go to Integrations → Properties on your connection and check a property is mapped and its Reservation sync switch is on. See Map properties and sync reservations.
A reservation shows "Unmapped"
Its property hasn't been matched to a WelcomeFlo guide. Map it from the Properties page — reservations already synced will pick up the mapping without needing to be re-imported.
A guide invitation shows "No invitation has been created for this reservation yet"
Invitations are only created for confirmed reservations mapped to an active guide. A tentative booking, or a mapped guide that's currently deactivated, won't have one yet — it's created automatically once both conditions are met.
An email didn't go out
Check, in order:
- The connection's delivery mode includes Send with WelcomeFlo (not PMS-messaging-only) — see About Guest Communications.
- The reservation has a guest email address — some booking sources don't share one.
- The reservation's guide is active — a scheduled email for a deactivated guide is skipped rather than sent. Reactivate the guide, then use Send guide email now on the reservation to send it.
- Whether the automation has the "only send if not viewed" condition on, and the guide has already been opened.
You can always send it yourself in the meantime with Send guide email now on the reservation's page.
The PMS write-back keeps failing
Open the reservation and select Retry write-back. If it keeps failing, check your connection is still healthy under Integrations — an expired or revoked API key on the provider's side is the most common cause. See Troubleshoot your PMS connection.
Who can fix what
Copying a link, sending manually, revoking an invitation and retrying a write-back are available to the Owner, Admins, and Editors with access to that reservation's guide. Editing templates and automations, and reconnecting a provider, are Owner/Admin only — see Team member roles and permissions explained.
