Problem:
The Booking abandoned email sends even when the guest has already completed a successful booking. The usual cause is a payment retry. A card is declined, the guest immediately books again with a different card, and the first attempt still auto-cancels as abandoned minutes later. The email then tells a confirmed guest to finish booking, and some guests reasonably conclude that the reservation being referenced is the good one they just made.

A recent example from our property. The first attempt was created at 7:27 PM and payment did not complete. The guest rebooked successfully at 7:33 PM. The first attempt auto-cancelled as abandoned at 7:57 PM, and the email went out at 7:57 PM, twenty-four minutes after she was already confirmed.

This is not new. A 2022 idea on this forum reports the same pattern, including guests believing the cancellation applies to their new reservation.

Solution:
Before sending, check whether the same guest email has a confirmed reservation created after the abandoned attempt. If yes, suppress the send. A time-boxed check, for example any confirmed booking created between the abandoned reservation's creation and the send moment, would cover the payment-retry case without affecting genuine abandoners.

Please keep the email itself. It is valuable for real abandonment. The ask is only that it stops firing at guests who already recovered on their own.

Why this matters beyond the guest confusion:

1. It hits the guests who tried hardest to book, the ones who attempted twice.
2. It corrupts recovery reporting. Any measurement of what the abandoned email recovers will over-credit it, because payment-retry guests systematically rebook inside the cancellation offset window, before the email exists.
3. Mews Support confirmed to us that this limitation is one of the reasons the email is disabled by default, and that suppression is not currently on the roadmap. Solving it would let more properties turn the feature on with confidence.