Emails MAYA sends

The seven emails MAYA sends

All seven come from MAYA's own sending address, described under The sending address. Nothing else is sent by MAYA today.

The team invitation

Sent when a General Manager or Hotel Admin invites an email address that has never signed in to MAYA. Its heading is "You're invited", it names the property, the role and the person who invited you (the reply-to is their address, so a reply reaches them), and it carries an Accept the invite button. The link works once and expires after a limited time. If it has expired and you haven't set your password yet, email us for a new one, as the email itself says. The colleague who invited you can also send a fresh one by removing you from the Team page and inviting you again, as long as you have never signed in.

Everyone invited is added to the property straight away, before they open the email. Someone who has signed in to MAYA before gets no email at all, and the Team page says "Added." instead of "Invitation sent". Inviting and removing people covers both cases.

The account ready email

Sent once for each property, when MAYA records that you have paid or that your free trial has started. This is the email the "Payment received" screen promises when it says we will email you when it is ready. It goes to the address you sign in with, the one that paid, and to the email on your billing account only if that login cannot be found. It usually arrives within a minute or two of paying, whether or not you waited on the screen.

Its heading is "Your account is ready". The subject is "Your MAYA account is ready", or, for a property that already has its name (a Cloudbeds Marketplace property), the name followed by "is ready in MAYA", for example "The Harbour Inn is ready in MAYA". It thanks you for signing up and says your subscription has started, or, on a free trial, that your card is saved, the date the trial runs until, and that nothing is charged before then. Then it gives your next step:

• Signed up at maya-rms.com: connect your property management system, after which MAYA reads your booking history. If you use Mews, it asks you to reply so we can connect it with you.
• From the Cloudbeds Marketplace: your property system is connected and MAYA has started reading your booking history.

Its button, Pick up where you left off, takes you to whichever step you are on. It ends by saying that every property starts in simulation, so nothing is sent to your system until you choose to go live. A reply reaches us.

Each property gets it once. Paying for the properties of a group one at a time brings one for each. Restarting a cancelled subscription, or a card update that restarts an unpaid one, does not send another.

The room count email

Sent after MAYA measures more rooms in your property system than you pay for. The banner on the dashboard and the Billing page appears at once. The email follows at the next daily check (once a day), so it can arrive the day after. It goes to the address on your billing account, the one that receives invoices, and your 7 days count from the email. Headed "Your room count has changed", it says what your system lists and what your plan covers, what you pay today and what you would pay at the measured count, that you have 7 days to set the number yourself, and the date after which MAYA updates it. Its button, Set your room count, opens the Billing page. Under it is the other fix: if something counted is not a guest room, like a meeting room or a parking space, untick it under PMS > Room types (a link to that section) and press Save, and your count is checked again straight away. A new one goes out if the measured number changes again, and none once the count you pay for covers the rooms counted. Your room count and what you pay has the whole sequence.

The nudge before a charge when nothing is connected

Sent to a property with a subscription, on a trial or paid, whose property system is not connected (never connected, or disconnected), shortly before a charge. It is triggered when Stripe announces the upcoming invoice. How many days ahead that happens is a Stripe setting. A connected property never gets it, even one whose connection is showing a problem.

It says that your first payment (or renewal) of a stated amount is scheduled for a stated date. It goes on to say that your property system is not connected yet, so your rules have not been able to run, and that connecting takes about two minutes. Then it reads "On Mews? We connect it for you. Reply to this email or write to info@modern-hospitality-solutions.com and we'll set it up with you." Its button reads Finish setting up MAYA. A reply to it reaches us. It also states what you are paying for ("20 rooms at $5.50 per room, per month") and says that if that number is wrong, connecting first opens your Billing page, where you can change it before the charge.

If your property uses Mews, we connect it for you, and until we have, this email can still arrive. As it says, reply to it or email us and we connect it with you. Its button leads to the connect screen, where Mews is listed as Not yet available, so pressing it does not connect Mews.

The connection-down email

Sent once the Connection card on the PMS tab has read Disconnected or Error for about an hour. It goes to every General Manager and Hotel Admin on the property, at the address they sign in with, and our team is told at the same time. Degraded never sends it, because MAYA is still reading and sending then.

It goes once per outage. Moving between Disconnected and Error is the same outage. If the connection comes back and later breaks again, a new email follows about an hour after the new break.

Headed "MAYA has lost its connection to Cloudbeds" (or your system), it says:

• When it went down, in your property's time.
• What happened. For example, the app was uninstalled or disconnected in Cloudbeds, your system refused to renew MAYA's access, your system refused MAYA's login on three reads in a row, Mews refused MAYA's keys three reads in a row, or MAYA hasn't been able to read from your system for over an hour. In that last case it adds that MAYA keeps trying and picks up again on its own, and to reconnect if it still hasn't in a few hours.
• What it means for your prices. MAYA can't read your bookings, so your prices aren't updating. When you are live on Cloudbeds or ThinkReservations, it also says no prices are sent, and that the rates already in your system stay as they are.
• How to reconnect. On Cloudbeds and ThinkReservations: open the PMS tab, click Reconnect Cloudbeds (or Reconnect Think Reservations) and sign in with a login that reaches this property. On Mews: reply to the email and we arrange new keys with you.

Its button, Open the PMS tab, opens MAYA on that tab, for the property you last had open in MAYA. If you look after more than one property, the email adds a line: if the tab opens on another property, pick this one in the Property dropdown. A reply reaches us. When the connection reads Disconnected, the email adds that you can ignore it if you disconnected MAYA on purpose.

It is not sent when your subscription has stopped (cancelled, or unpaid after the bank's retries), because MAYA has paused work on the property anyway. It is not sent when we remove your Mews keys at your request. Read reconnecting and disconnecting.

The overwrites email

Sent only while your setting in Settings is MAYA's price wins (Cloudbeds and ThinkReservations). Each time a rate MAYA sent is changed or removed in your system, MAYA sends its own price again (When MAYA's price wins). Once a day is over at your property, in its own time zone, one email lists that day's nights. It goes to every General Manager and Hotel Admin on the property, at the address they sign in with. A day with no overwrites sends none, and there is never more than one a day.

Headed "MAYA overwrote rate changes in Cloudbeds" (or ThinkReservations), it says:

• What happened. On that day, rates in your system were changed or removed on nights MAYA had sent a price to, and because your setting is "MAYA's price wins", MAYA overwrote each change again with its own price.
• Each night and room type once, on a line with the rate your system had (or "Removed") and MAYA's price, nearest night first, and how many times that day MAYA sent it again. After 40 lines it says how many more there are, and that the Change Log shows the newest ones.
• How to set a price by hand: in MAYA's calendar, not in your system.

Its button, Open the calendar, opens MAYA's calendar for the property you last had open in MAYA. If you look after more than one property, the email adds a line: if the calendar opens on another property, pick this one in the Property dropdown.

The other pricing tool email

Sent while your setting is Keep the change as your price (as it starts) when the rates changed in your system on nights MAYA sent to look like another pricing tool at work: 20 or more in one read, or changes on 3 or more different days within 7 days (When something else seems to change your rates). It goes to every General Manager and Hotel Admin, at the address they sign in with, at most once every 7 days. The Change Log gets the same warning at the same time.

Headed "Something other than MAYA seems to be changing rates in Cloudbeds", it says how many rates in your system were changed on nights MAYA had sent a price to in the last 7 days, that each change is kept as your price so MAYA isn't pricing those nights, and that if you use another pricing tool, you can turn on "MAYA's price wins" in Settings. If you made the changes yourself, there is nothing to do. Its button, Open Settings, opens Settings at your system's section, for the property you last had open in MAYA, with the same Property line as the other emails when you look after more than one.

It is not sent if you turn MAYA's price wins on before it goes out.

Neither of these two is sent when your subscription has stopped.

The account confirmation email

When you create an account, you get an email with a link to confirm your address. Opening it signs you in. It comes from the sign-in service MAYA uses, not from MAYA's own emails. If it does not arrive, Send the link again on the "Check your email" screen sends a new one. Create an account and sign in shows that screen and what to do next.

The password reset email

When you click Forgot password? on the sign-in page and send your address, an email with a link to set a new password goes to that address, if it has a MAYA account. Like the confirmation email, it comes from the sign-in service MAYA uses. Open the link in the browser where you asked for it. It works once. Reset your password has the steps and what to do if it does not arrive.

Emails that come from Stripe

Stripe, not MAYA, sends everything about money: receipts and invoices, a failed-payment message, a card-expiring warning, and the reminder before the first charge at the end of a trial that the Terms promise. Which of these Stripe sends, and when, is set on Stripe's side. MAYA cannot resend them, and your Billing page is always the place that is right. They go to the email address on your billing account.

Emails that do not exist

• A change log digest or a price alert. There is no email when a night's price changes. The Change Log tab is the record. The one daily email about prices is the overwrites email, and only under MAYA's price wins.
• An email about the Rules that keep adjusting banner. The question is asked on the dashboard only.
• A trial-ending reminder from MAYA. Any reminder comes from Stripe, if Stripe's settings send one.
• A "your subscription was cancelled" email from MAYA. The Billing page shows the status.

Changing the billing email

The address that receives invoices, receipts, the room count email and the nudge is the one on your billing account in Stripe. The account ready email goes to the address you sign in with instead, and the connection-down, overwrites and other pricing tool emails to the sign-in address of each General Manager and Hotel Admin. Change the billing email in Stripe's billing portal, opened from Update card, receipts & cancellation on the Billing page. Changing it does not change the address you sign in with, which cannot be changed in the app yet.

The sending address

MAYA's seven emails all come from one sending address that we set on our side. It is not shown anywhere in the app. If your IT team wants to allow our emails through a spam filter, email us and we send the exact address and domain.

In the meantime, two things help. Every subject in the table above contains "MAYA". A reply to the team invitation goes to the person who sent it, not to us. A reply to the account ready email, the nudge before a charge, the connection-down email, the overwrites email or the other pricing tool email comes to us.

The other emails come from elsewhere: anything about money from Stripe, and the account confirmation and password reset emails from the sign-in service. Allow those separately.

If an email did not arrive

• Check spam, and search for "MAYA" in the subject. To have your IT team allow our emails, read the sending address.
• For an invitation: if the person has signed in to MAYA before, no email is sent (the Team page said "Added."), because they are on the property already. Ask them to sign in and pick it in the Property selector. If they have never signed in and the email is lost, remove them on the Team page and invite them again for a fresh link, or email us for a new link.
• For a password reset: check spam, and check you typed the address you sign in with. Wait a minute before asking again. Then email us from that address.
• For the account confirmation: check spam, then email us with the address you used.
• For the account ready email: it went to the address you sign in with, once, soon after you paid. It is only sent in the first day after you pay, so if confirming the payment took longer than that, none comes. You do not need it to carry on: sign in and MAYA takes you to the next step.
• For the room count email or the nudge: it went to the billing email, which may not be the address you sign in with.
• For the connection-down email: it goes only to General Managers and Hotel Admins, at the address they sign in with, about an hour after the Connection card first read Disconnected or Error, and only once for that outage. Degraded sends none. Check the PMS tab, which is always up to date.
• For the overwrites email: it goes only under MAYA's price wins, to General Managers and Hotel Admins, the morning after a day with overwrites (your property's time), at most once a day. The Change Log shows the newest overwrites as they happen.
• For the other pricing tool email: at most once every 7 days, and not while MAYA's price wins is on. The Change Log shows the same warning.
• For a receipt or a Stripe reminder: the same billing email, and it depends on Stripe's settings.
• Still nothing? Email us and say which email and which address.