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Auto-acknowledge hotel enquiries in Gmail

Label every enquiry, send a holding reply straight away and keep a list of what still needs an answer, using only built-in Gmail features. About 20 minutes.

3 min read · Checked

The five steps in 29 seconds

The steps from this guide, 29 seconds, no sound. The holding reply is an example.
Transcript of the video
  1. 0:00

    GUEST ENQUIRIES

    Every enquiry gets a reply straight away

    Gmail filters, labels and templates. Free. About 20 minutes.

  2. 0:02

    1

    Turn on templates

    Settings > See all settings > Advanced

    Templates > Enable > Save Changes.

  3. 0:05

    2

    Save a holding reply

    TEMPLATE

    We have your enquiry. A person from reservations will reply by [time] today.

    More options > Templates > Save draft as template.

  4. 0:09

    3

    Filter your reservations address

    Show search options > To: your reservations address

    HAS THE WORDS

    -from:(noreply OR no-reply OR mailer-daemon)

    Skips booking sites and automated mail.

  5. 0:13

    4

    Label it and send the reply

    Create filter > Apply the label > Send template

    Label: Enquiries. Test it from a second account.

  6. 0:16

    5

    Reply with Send & Archive

    Settings > General > Send and Archive

    The Enquiries label now shows only what is still open.

  7. 0:20

    What this does not do

    It does not check availability.

    It sends the same reply to everyone.

    It cannot keep a promise for you. Pick a reply time you can meet.

  8. 0:23

    Every step, with the exact filter, is in the free guide.

    vivifiedtech.com/guides

    Link in the post.

Step 1: Turn on templates

  1. In Gmail on a computer, open Settings, See all settings, then Advanced. Next to Templates, click Enable, then Save Changes. Templates can only be used on a computer, per Google's help page.

Step 2: Save a holding reply

  1. Click Compose and write the holding reply. Open More options, then Templates, then Save draft as template, then Save as new template.
  2. Save the other templates you send most. Good first five: the holding reply, what to do next once dates are confirmed, check-in and check-out times, airport transfer and directions, and your cancellation rule in plain words.

Holding reply example: We have your enquiry. A person from reservations will reply by [time] today. If your dates are within 48 hours, please call [number].

Step 3: Filter your reservations address

  1. In the Gmail search box, open Show search options. In To, enter your reservations address. In Has the words, enter -from:(noreply OR no-reply OR mailer-daemon) to skip booking sites and automated mail.

Step 4: Label it and send the reply automatically

  1. Click Create filter. Tick Apply the label and create a label called Enquiries. Tick Send template and choose your holding reply.
  2. Click Create filter. The steps are in Google's filter guide.
  3. Test it from a second account. Send an email to the address and confirm you get the holding reply once. Google's help does not say how often a filter repeats the reply to the same sender, so test a second message in the same thread too.

Filters only act on new mail. They leave what is already in the inbox alone.

Step 5: Reply with Send & Archive

  1. Open Settings, See all settings, General, Send and Archive and turn it on.
  2. Reply to enquiries with Send & Archive. The Enquiries label then shows only enquiries nobody has answered yet.
  3. Check the label at the start and end of each shift.

Details and limits

Checked on 2026-10-17. Gmail menus change, so look for the same words if yours differ.

What it does

Everything here is built into Gmail and works on a normal account or Google Workspace. Nothing needs an add-on or a paid plan. Every enquiry gets a short "we have it, a person will reply by [time]" message and the same label, so nothing hides among other mail. Your team answers the usual questions by inserting a template and editing a line.

What it can't do

  • It does not check availability.
  • It sends the same reply to everyone, not a personal one.
  • It cannot keep a promise for you. Pick a reply time you can meet.

Limits

  • Automatic replies count toward Gmail's daily sending limit. On Google Workspace that is 2,000 messages a day per user, per Google's page. A hotel inbox is far below it. That page covers Workspace only, so check the limit for a personal Gmail account separately.
  • Booking sites and channel managers often send from no-reply addresses. Keep them out of this filter, or guests and platforms get replies they never read.

When this stops being enough

When the same enquiry also arrives by WhatsApp, LINE and Instagram, or the reply needs today's availability and rates, templates only get you part of the way. A person ends up copying between systems all day. We automate this kind of work. If yours is not a fit, we will say so.

Read how the no-build-fee model works.

Sources

  1. Create a template in Gmail (Gmail Help)
  2. Create rules to filter your emails (Gmail Help)
  3. Gmail sending limits in Google Workspace

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