Skip to content
More support
  • There are no suggestions because the search field is empty.

Letters, Templates, Emails, and Printing in rezStream Cloud

This article explains how letters, templates, and delivery settings work together in rezStream so you know what controls message content, appearance, and timing—and where to make changes when something doesn’t look or send as expected.

Overview

Guest communications in rezStream are built from three core components:

  • Letter (what the message says)

  • Template (how the message looks)

  • Delivery method (how the message is sent)

Knowing which component controls each part of a communication helps you update messages quickly and confidently.

What Controls the Message Content

Letters control what the message says.

Letters define:

  • The wording of the communication

  • Reservation, guest, and invoice details

  • What appears in confirmations, cancellations, invoices, receipts, and notices

Letters do not control:

  • When the message is sent

  • Who receives the message

  • How the message looks visually

What Controls the Appearance

Templates control how letters look.

Templates typically define:

  • Header and footer layout

  • Logos and branding

  • Standard formatting applied across multiple letters

Updating a template changes the visual appearance of letters that use that template. It does not change the wording of the message.

If the message looks incorrect (branding, header, or layout), review the template assigned to that letter.

What Controls When and How a Message Is Sent

Delivery determines how and when the message goes out.

There are two primary delivery methods:

  • Sent electronically (email)

  • Printed manually

If a message is scheduled to send automatically, the Scheduled Emails settings control:

  • The event that triggers it (arrival date or departure date)

  • How many days before or after that event it sends

  • The time of day it sends

When a scheduled email is active, it automatically sends to all qualifying reservations based on those rules.

Delivery does not control:

  • The wording of the letter

  • The branding or layout

Email Delivery Options (Internal Copies)

In addition to scheduling when emails send, you can configure Email Delivery Options to receive internal copies of outgoing communications.

Email Delivery Options allow you to:

  • Receive copies of Booking Engine emails only, or

  • Receive copies of all outgoing emails

  • Add one or multiple internal email addresses to receive those copies

These settings do not control:

  • The wording of the message

  • The timing of the message

  • Whether the message sends

They only control whether internal recipients receive copies.

Automatic System Communications

Some communications are sent automatically based on system activity.

For example:

  • When a guest books online through your website, the assigned Confirmation letter is sent automatically.

  • When a gift certificate is purchased online, the assigned Confirmation and Receipt letters are sent automatically.

  • When a guest books online and their credit card is declined, a Payment Failed letter can be configured to send automatically.

  • When a guest submits payment using a payment link, a Successful Payment letter can be configured to send automatically.

You can choose which letter is associated with these communications, but you do not schedule the timing. The system sends them immediately following the transaction.

Note: For reservations, payments, or purchases created directly in rezStream Cloud, confirmations and receipts are not sent automatically. They must be selected and sent manually.

How Everything Works Together

Every guest communication follows this sequence:

  1. The letter defines the content.
  2. The template controls the appearance.
  3. The delivery method determines how and when it is sent.

If the message is scheduled to send automatically, the Scheduled Emails settings determine the timing.

If internal copies are configured, the Email Delivery Options determine who receives them.

If something does not behave as expected, identifying which part of this flow controls the issue will help you determine where to make changes.

Common Situations and Where to Look

If the wording is incorrect

  • Review and update the Letter.

  • Configuration → Email and Letters → Letters and Templates → Letters → Choose Letter

If the branding, logo, header, or footer looks wrong

  • Review the Template.

  • Configuration → Email and Letters → Letters and Templates → Templates → Choose Template

If a scheduled email did not send

  • Review the Scheduled Emails settings to confirm the trigger, timing, and activation status.

  • Configuration → Email and Letters → Scheduled Emails → Choose Scheduled Email → Review Settings

  • Review the Reservation and Guest record to confirm that the arrival or departure date meets the scheduled trigger conditions and that the guest’s email is correct.

If the communication shows as sent in rezStream but the guest states they did not receive it, contact Support for further investigation.

If the wrong scheduled message was sent automatically

  • Start by reviewing the Scheduled Emails to confirm which letter is assigned:

  • Configuration → Email and Letters → Scheduled Emails → Choose Scheduled Email → Review Assigned Letter

If the wrong system-triggered message was sent automatically

Online Booking Confirmation

  • Review the confirmation letter assigned in Booking Engine settings.

  • Booking Engine → Booking Engine Settings → Confirmation Options → Confirmation Letter

Gift Certificate Purchase

  • Review the assigned confirmation and gift certificate letters.

  • Booking Engine → Booking Engine Settings → Gift Certificate Settings → Gift Certificate Options → Confirmation Letter and Gift Certificate Letter

Payment Failed Message

  • Review the Payment Failed Confirmation Letter assigned in Booking Engine settings.

  • Booking Engine → Booking Engine Settings → Confirmation Options → Assigned Payment Failed Confirmation Letter

Successful Payment Message

  • Review the Successful Payment Letter assigned in Booking Engine settings.

  • Booking Engine → Guest Management Settings → Reservation Management Options → Assigned Successful Payment Letter

 If internal staff did not receive a copy

  • Review the Email Delivery Options.

  • Configuration → Email and Letters → Email Delivery Options

If you need to send or reprint a message manually

  • Send or print the Letter directly from the Reservation page, People page, or Invoice page.

  • If the communication was recently sent, you can also access it from the Dashboard under Email Delivery History and resend or reprint it there.

When to Contact Support

Contact support if:

  • Message behavior does not match the structure described above

  • Scheduled Emails appear correctly configured but are not sending

  • Email Delivery Options are configured but internal copies are not being received

  • You are unsure which letter or template is connected to a communication

When contacting support, include:

  • The letter name

  • The template name (if applicable)

  • The Scheduled Email name (if applicable)

  • A sample reservation or guest record

Related Articles

Letters and Templates

Managing Automatic Scheduled Emails

Creating a Letter Template

Setting Your Default Letters