I can only speak for my own setup. Both e-mails you mentioned are automatic from my reservation system, and if they only give one name when they make the reservation, all correspondence goes to that one first name. If they list two names, e-mails are addressed as "Dear Joe and Jane,".
I agree, it would have been nice for someone to take note of the link you sent, but keep in mind how many e-mails get eaten by computer robots, mislabeled as spam. So they may never have seen it, or won't see it until they get around to checking their spam box..
My reply is semi-automatic. It automatically fills in the full name of the guest who reserves it, but I can amend it to delete the last name and manually add the name of the second person. I can also vary the main text.
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Yes, I can manually do all that you can - but do I? not usually. It grabs the first name and although I
try to ad a personal comment, I do not always. I have a life with the City and the other things I am involved in.
For example, tonight I have an innkeeper coming in with her DH & granddaughter, Tomorrow is West Virginia's birthday and there are doings going on all over the State. I have been asked to come out to the I-68 Welcome Center (I have had to beg ogf the last few times due to commitments) so i will fix breakfast (after getting up at 5 to make coffee for my long-terms) and make the 90 minute drive to Maryland so I can turn around to access the Welcome Center. Then my City is having an Ice Cream Social to celebrate that will last until 6 PM. I will miss the talk about the first Governor of our State at the log house because I am taped to be a sub at bocce at 6:30. I guarantee you I will not get that thank you personalized.
Quite often they do not enter the name of the other person - and one is never sure if married or not as often they have different last names even if they are. Too many lines to walk to be PC.
As for lack of acknowledging your e-mail, they could easily have been about to send thank you and gotten distracted with a call or something and forgot they did not acknowledge because they were in the process of therefore must have done it.
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