Guest didn’t receive the pre-arrival email

What you’ll see: A guest says their check-in email never arrived (or arrived without details).

Resolution:

The Pre-Arrival Email is sent automatically 48 hours before check-in with the door code, WiFi, parking and house rules merged from Check-in Instructions.

1. Confirm the arrival date — 48 hours before check-in may not have passed yet.
2. Open the property’s Check-in Instructions and confirm they were saved (fields left blank are omitted from the email).
3. Check Guest Email Templates for a custom subject/body that may have been left half-edited — use Preview email to see the rendered message.
4. If timing and content are both correct and the guest still reports nothing, ask them to check spam, then escalate to your SnowSand administrator.