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Answers for Folio PMS administrators

Support Center › Cleaning Companies & Notifications › KB-C4-04

Cleaner isn’t receiving notifications

KB ID: KB-C4-04 · Audience: None · Applies to: Folio PMS admin (web) · Last verified: September 6, 2026 · Last updated: September 7, 2026

What you’ll see: A booking was made but the cleaner says nothing arrived.

Resolution:

  1. Open Cleaning Companies and check the Notifications column — it shows each company’s preference (Email / SMS / Both).
  2. Verify the contact details on the company row are current: click Edit, confirm email address and SMS phone (E.164 format), Save Changes.
  3. If the preference is SMS only, confirm the SMS phone is a mobile number in E.164 format.
  4. Notifications fire when a stay is booked — check that the booking in question actually completed.
  5. Still nothing after a fresh booking? Escalate to your SnowSand administrator (see Known Issues & Escalation).

Cleaners do not get a template editor — they receive booking notifications driven by the company’s Notification Preference. Keep contact fields current via Edit on the company row.