The customers say they have not received a confirmation email, is that possible?

At Resengo we do everything we can to ensure that the transactional mails (confirmation, reminder, cancellation) to be as good as possible Delivered. The reliability of delivery is continuously monitored and exceeds 98%.

An e-mail can be placed in the spam box. You can check whether the e-mail is actually sent (see below). If a particular email not sent has or does not arrive at your customer, contact us at the helpdesk.

How come a customer sees my confirmation email from the name from another case?

Your confirmation and reminder emails will be sent from the transaction@resengo.com email address sent. This address is closely monitored and the emails are sent via special servers so that your confirmation and reminder emails delivered optimally and end up in the spam box as little as possible.

Replies from customers to these emails will be sent to your email address. Various mail programs (mainly on mobile phones) automatically record the email address in the address book as soon as you receive an email from it. The program associates that address with the sender's name. From then on, all emails sent by the customer receives from transaction@resengo.com as sender name see the name of the first case where that person made a reservation through Resengo.

If your business is not the first Resengo customer for which your customer reserved, they may receive it at your mail as sender name to see the name of the first case where reserved became. Not the name of your business. That is unfortunately something we have no impact on it because it depends on the settings on the local that user's email program.

How can I check which emails have been sent to a guest?

In your Resengo you can check the communication history of your reservations. You can do this via the reservation itself:

• By using the reservation screen at the bottom clicking on the envelope
• Via the reservation list on the envelope.

You can also go to  Guests > Communication history go to see an overview of all emails that have been sent from Your Resengo.

Guest does not receive an email and there are error messages on his email registered, what can I do?

Your guest may not receive an email from his reservations because his email address is marked as wrong. This happens automatically as soon as our system more than 12 error messages received at the email address. When there are error messages registered on an email address, you will see a clickable number appear next to the name of the guest in the details screen of the reservation.

Click on that number to get the detail of the latest error message at this email address. Click on it trash can icon to reset the error counter and release the email address again so that emails can be sent again can be sent to. If we then get error messages again, these errors are re-registered and may eventually get the address blocked again.

Some error messages are temporary, why doesn't Resengo keep trying to send an email to these addresses?

An error message that one receives on an email address can be do not infer whether this is a temporary error (for example: mailbox full, recipient's mail server temporarily unavailable,...) or a permanent error. Therefore, every error is logged as an error. It is important that our servers do not keep sending emails to email addresses that give error messages as this is a negatively impact the overall reputation of our mail servers. That is why we block these addresses in this way.