Booking abandoned disable cancellation email
When a reservation is created via the booking engine with an invalid payment the guest does not receive any email to tell them a reservation is on hold. The guest does receive however a cancellation email when the cancellation 'booking abandoned'. This is causing many confusions and complaints as guests did not know to begin with that a reservation is being held, they should not receive an email when this cancels .
Sam
shared this idea
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Jesse Boyd
commented
Still happening in 2026, and your comment about guests thinking the cancellation applies to their new reservation matches what we see exactly.
Our recent case: first attempt created 7:27 PM, payment not completed. Guest rebooked successfully at 7:33 PM. First attempt auto-cancelled as abandoned at 7:57 PM and the email went out anyway, twenty-four minutes after she was already confirmed. Mews Support has confirmed to us that there is currently no way to check for an existing confirmed booking before sending, and that it is not on the roadmap.
One suggestion on the fix. Rather than disabling the email entirely, it would be better to suppress it only when the same guest email already has a confirmed reservation created after the abandoned attempt. That keeps the email working for genuine abandonment, which is worth real revenue, while removing the case that generates complaints. I have posted that as a separate idea if anyone wants to add votes there as well.
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Sam
commented
On the booking engine, when the guest gets to the payment screen. Provide the confirmation number and tell the guest a reservation is on hold until payment is made within the offset timeframe. Currently guests have no idea that a reservation is on hold for them and always go back and create a new reservation.
When they receive the booking abandoned cancellation email they think this is for the new reservation they have created causing constant complaints.