Forward your booking emails so guest details fill in

A booking that comes in through a booking site's calendar starts almost empty: dates and, sometimes, a name. There is no email address, phone number or booking reference. Without them you can't message the guest, and the guest can't check in online (they need the booking reference).

The booking site's booking email has those details. When that email reaches TIOO, TIOO finds the matching booking and fills them in.

Your TIOO email address

Every business has its own address: your business's web name followed by @tioo.com, for example [email protected].

You can see it:

• at the top of Messages, next to Your TIOO email:, with a Copy button;
• in Settings → Email addresses, as your Main address.

Everything sent to this address lands in Messages, on every plan.

Send the booking emails to it

The most reliable way is to give your TIOO address to each booking site as the email that receives booking notifications:

1. Copy your TIOO address from Messages.
2. Log in to the booking site (for example the Booking.com Extranet).
3. In its settings for contact or notification emails, add your TIOO address.
4. Save.

From then on, each new booking email goes to TIOO as well.

Note: If you forward emails by hand from your own inbox instead, Booking.com emails whose subject still says "New booking", "Modified booking" or "Cancelled booking" are recognised. Other forwarded emails still arrive in Messages, but TIOO may not be able to fill in a booking from them.

What happens when an email arrives

1. The email shows up in Messages.
2. TIOO reads the booking reference, check-in date, guest name, email and phone.
3. It finds the calendar booking with the same check-in date (or the same booking reference) and adds the details that are missing.

If the email arrives before the calendar has brought the booking in, TIOO keeps the details and adds them as soon as the booking appears. For a booking of several rooms, TIOO also gives the reference to the other rooms booked at the same time.

Once the booking has its reference and email, the guest can check in online. See Send a guest their check-in link.

What it can't do

• It only works for emails that arrive from now on. For bookings you already had before, upload the booking site's export: Bring in your past bookings.
• Airbnb doesn't always share the guest's email address. When it doesn't, TIOO can't add one.

Extra addresses and copies (owner or admin)

In Settings → Email addresses you can:

• Add an address, such as one for bookings and one for your website, so you can tell where an email came from. How many depends on your plan.
• Choose which address replies are sent from (Send replies from this).
• Forward a copy to my own email, so every email that arrives is also sent to your own inbox. This needs the Starter plan or above. Reply from Messages to keep the conversation together in TIOO.

Still no details on a booking? See A booking has no email address.