This is an issue only affecting Guests who booked through booking.com and are clicking the link in an email on an iPhone.
All guests who book through booking.com provide their own email address to them, but the property are sent an email with the address ending @guest.booking.com.
Any communication from the property (ie any email templates sent from Caterbook) are sent first to booking.com, who then forward them on to the guest.
There is a bug where any links in an email that have "click here" type links that have been sent through booking.com's servers will not open correctly on an iPhone. It is not a "Caterbook" bug. We have tested this multiple times, and sending "click here" links directly to an iPhone works perfectly, it's only when they have been filtered through booking.com's server that these links fail.
The workaround is to use a "Naked link" - one where the guest actually clicks on the full web page address. So we recently introduced Naked link placeholders for both the registration form, and the departure payment link.
We recommend adding in the new Naked Link placeholder to your email templates either:
- Instead of the regular link
- Underneath the regular link
- By creating a specific email template for OTA guests, containing the naked link, and sending the regular "click here" link to non OTA guests.
Some points to note.
Most emails are scheduled on booking creation and sent to our queue. An existing email already in the queue will not be updated by any changes you make to a template after it's been queued.
To get around this, you can click on the dashboard and change the date to view tomorrow's arrivals and from there see who has not accepted your terms.
Clicking into the booking, you can then manually email the updated template to the guest from the Guest's tab:
Remember, if you are using SMS with Caterbook, you can also bypass email altogether when the guest is in reception, and send the link via text message to their phone from the yellow guest Registration form button in the booking record.