Email Templates: Overview & Setup Guide

Last updated: August 20, 2026

VenueSumo sends automated and manual email notifications to keep your customers informed at every stage of their booking journey - from confirmation through to payment requests, reminders, and Feedback requests. This guide explains each template, when it's sent, and how to configure them.

Quick Summary

Every VenueSumo venue has access to email templates organized into these categories:

  • Booking Confirmations – Auto-sent when customers purchase tickets or book experiences

  • Booking & Order Management – Order confirmations, and status updates

  • Payment & Membership – Payment reminders, failed payment alerts, and Cancellations

  • Waivers & Forms – Waiver confirmations

  • Customer Engagement – Surveys, feedback, and password resets

  • Admin & Venue Notifications – Internal alerts for staff

Three templates are mandatory and required for all venues:

  1. Facility Booking Confirmation Email

  2. Event Booking Confirmation Email

  3. Group & Party Booking Confirmation Email

Booking Confirmations & Customer Notifications

These templates are automatically sent when customers make a purchase.

Facility Booking Confirmation Email

  • When: Customer purchases general entry tickets

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

  • Common usage: Mandatory for all venues

  • Note: This is one of the three required templates.

Event Booking Confirmation Email

  • When: Customer purchases event tickets

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

  • Common usage: Mandatory if your venue offers events

  • Note: This is one of the three required templates.

Group & Party Booking Confirmation Email

  • When: Customer books a group or party package

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

  • Common usage: Mandatory for all venues

  • Note: This is one of the three required templates.

Agent Confirmation Email

  • When: A booking is made for a facility product set to "For Agents = Yes"

  • Sent to: Agent's email

  • Configuration: Automatic (no setup needed)

Booking Reminder Email

  • When: You schedule it (typically 2–3 days before the booking date)

  • Sent to: Customer's email

  • Configuration: Manual setup required; you choose the timing

  • Schedulable: Yes

  • Common usage: Popular for reducing no-shows

  • Reach out to support@venuesumo.com to set this up.

Party Reminder Email

  • When: You schedule it (typically 1–2 days before)

  • Sent to: Customer's email

  • Configuration: Manual setup required

  • Schedulable: Yes

  • Reach out to support@venuesumo.com to set this up.

Booking Payment Notification Email

  • When: Customer pays an outstanding balance via payment link or portal

  • Sent to: Venue staff email

  • Configuration: Automatic (no setup needed)

Booking & Order Management

These templates help you manage bookings after they're made and notify customers of changes.

Booking Cancellation Email

  • When: This does not automatically send

  • Sent to: Customer's email

  • Configuration: Needs to set up by VenueSumo

  • Schedulable: NA

Reserved Booking Cancellation Email

  • When: You manually send this

  • Sent to: Customer's email

  • Configuration: Manual configuration required

  • Schedulable: NA

Order Confirmation Email

  • When: Customer purchases non-booking items (gift cards, merchandise, memberships, etc.)

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Order Status Email

  • When: Order status changes (e.g., coffee order marked ready for collection)

  • Sent to: Customer's email

  • Configuration: Requires setup

  • Schedulable: Yes

  • Reach out to support@venuesumo.com to set this up.

Payment & Membership Management

If your venue offers memberships or subscription packages, these templates manage payment communications.

Scheduled Payment Reminder

  • When: A membership payment is due soon

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Scheduled Payment Fail

  • When: A membership payment attempt fails

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Scheduled Payment Retry

  • When: A failed payment is being retried

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Scheduled Payment Success

  • When: A membership payment goes through successfully

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Direct Debit Fail

  • When: A membership payment fails via direct debit

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Payment Link Email

  • When: Sent manually

  • Sent to: Customer's email

  • Configuration: No set up required

  • Schedulable: Yes

Membership Lifecycle

These templates notify customers about membership status changes.

Membership Cancelled Email

  • When: You cancel a membership, prompted during the cancellation process

  • Sent to: Customer's email

  • Configuration: Manual send required

Membership Paused Email

  • When: A pause is added to a membership

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Waivers & Forms

Booking Waiver Email

  • When: Customer signs a waiver

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Request To Complete Waiver Email

  • When: You schedule it or send it manually to prompt waiver completion

  • Sent to: Customer's email

  • Configuration: Manual setup required

  • Schedulable: Yes

  • Reach out to support@venuesumo.com to set this up.

Customer Engagement & Communication

These templates help you gather feedback and manage account access.

Survey Email

  • When: You schedule it or send it manually (typically post-booking for feedback)

  • Sent to: Customer's email

  • Configuration: Manual setup required

  • Schedulable: Yes

  • Reach out to support@venuesumo.com to set this up.

Survey Reward Voucher Email

  • When: You send it manually as a reward for completing a survey

  • Sent to: Customer's email

  • Configuration: Manual send required

  • Schedulable: Yes

  • Reach out to support@venuesumo.com to set this up.

One Time Password (OTP)

  • When: Customer selects "Forgot Password"

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Reset Password Email

  • When: Customer resets their password

  • Sent to: Customer's email

  • Configuration: Automatic (no setup needed)

Admin & Venue Notifications

These templates send internal alerts to your staff.

New Booking Notification Email

  • When: A booking is created (if configured for your venue)

  • Sent to: Venue staff email

  • Configuration: Can be turned on/off by your team

  • Operations > Booking Notifications

Incident Email

  • When: An incident report is submitted

  • Sent to: Venue staff email

  • Configuration: Automatic (no setup needed)

Customizing Your Email Templates

Reach out to support@venuesumo.com to set this up.

Getting Help

To customize templates, change schedules, or set up new email workflows: Reach out to support@venuesumo.com to set this up. Our team can help you configure templates, adjust scheduling, and ensure your emails match your brand.

Common requests we handle:

  • Setting up booking reminder schedules (2–3 days before)

  • Customizing template HTML and branding

  • Configuring payment reminders

  • Setting up automated surveys and feedback emails

  • Adding or removing sections from confirmation emails