Email Troubleshooting

Email delivery is extremely important. It is often the only way you communicate with your customers and at times there can be urgent, last minute messages exchanged before a tour.

We use an extremely reliable email delivery service called Mandrill that delivers emails swiftly and accurately. In addition, we send a copy of every email to ourselves to ensure they are delivered properly. We also keep a backup copy of every email delivered.

We have quite a lot of data on every email sent and delivered, and are happy to share this data with you when you have questions about some of your guest emails.

Bounced and Undelivered Emails

We monitor and correct all undelivered and bounced emails for you and your customers. Most of the time, an email doesn't send because the guest incorrectly entered their email address. If it's an obvious typo (e.g. "gmail.co" instead of "gmail.com") we correct the email ourselves and resend it to your guest. If it's not clear how to correct the email address, we'll contact you and the guest (via phone) to capture their correct email address. In other cases where, for example, the guest's mailbox is full we contact you and the guest to resolve the issue. 

Resending Emails

We're happy to resend any email for you - just  contact us or reach out via live chat. Since we monitor all undelivered emails, if a guest reports not receiving an email most of the time it's in their spam folder. However, we will investigate the issue and resolve it for you and your customers.
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