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Your message won't send

  • Updated

When a message to a guest fails or the send never completes, check the booking's guest email address first: a booking without one is the most common reason a send is blocked. Open the booking, click Edit booking, and add the guest's email.

First, check

  • Does the message send fine, but the guest's replies never reach you (or the guest says nothing arrived)? That's a delivery problem, not a sending problem: see Guest messages aren't arriving in Smoobu.

The booking has no guest email address

Smoobu needs an email address on the booking to deliver messages that travel by email. Bookings imported when you first connected Booking.com are the frequent case: they can arrive without the guest's Booking.com contact address. Open the booking in Bookings, click Edit booking, and enter the guest's email; for Booking.com guests, add the guest's @guest.booking.com contact address (you find it in the Booking.com Extranet). Then send again.

A message with a PDF or an invoice is blocked

Since May 2026, Smoobu sends messages through a new sending system. Two of its rules can stop a send:

  • A PDF for a Booking.com guest travels by email, because Booking.com's messaging doesn't carry PDFs. When the booking has no guest email address, the send is blocked until you add one (see the section above).
  • A template with Add invoice fails with an error when the booking's invoice hasn't been created yet. Create the invoice first, then send the message.

You can't reply to an email that isn't linked to a booking

When an email reaches your Smoobu inbox from an address that isn't connected to any booking, opening the reply leaves the recipient field empty, so the reply can't be sent. Answer from your own email program instead, using the sender's address.

Check it's fixed

The message appears with a timestamp in the booking's message history and in the Messages thread for that guest.

Still stuck?

If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:

  • Your Smoobu User ID (in the profile-icon menu, top right).
  • The property name or ID, if it's about one property.
  • The Booking ID, if it's about one booking (Bookings, then View more).
  • The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
  • A short step-by-step: what you did, what you expected, and what happened.
  • Screenshots or a short screen recording of the problem.
  • Your browser and operating system, if something looks wrong on screen.

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