What Should I Do If I Cannot Reach My Guest?

Staying in touch with guests before they arrive helps prevent check-in problems. This article explains how to contact guests before arrival for bookings made through Airbnb, Booking.com, and Holidu, which contact details you can see for each channel, and what to do if you cannot reach a guest.

How to Contact Guests Before Arrival

Holidu's Guest Messaging is the fastest and most reliable way to reach guests before arrival. It brings all your guest conversations into one inbox, whether the booking came from Airbnb, Booking.com, Holidu, Vrbo, or your own host website.

Use Guest Messaging

• Go to Messages and then Inbox in the navigation menu to see all of your guest conversations.
• Or open a specific booking in the Bookings tab and select the message option in the booking details to go directly to that guest's conversation.

An AI Assistant is included at no extra cost. It can answer common guest questions about check-in, amenities, and directions, based on the topics you have assigned to it in Manage settings. Messages are automatically translated between your language and the guest's language. You can take over any conversation at any time or change which topics the AI handles.

Guest Contact Details by Booking Channel

Guest Messaging works across all channels. However, the additional contact details you can see depend on where the booking came from:

Airbnb and Booking.com keep guests' personal email addresses private. Airbnb and Booking.com no longer share guest phone numbers along with reservation details. A guest's personal email becomes visible to you once they complete the Holidu arrival form.

New hosts: If you have not yet completed your first confirmed check-in, guest contact details stay masked until 2 days before check-in. After your first successful check-in, this restriction is lifted for all future bookings.

What to Do If You Cannot Reach Your Guest

If your messages go unanswered, try the following methods in this order:

1. Guest Messaging: Send a message through Messages and then Inbox. This is always the best first step, regardless of booking channel.
2. WhatsApp: If a phone number is visible to you, send a short, polite message.
3. Phone call: If there is no reply on WhatsApp, try calling the guest if a number is available.
4. Email: Follow up by email if a guest's email address is visible to you.

Keep your message friendly and concise. For example:

"Hi [Guest Name], this is [Your Name] from [Property Name]. I just wanted to confirm your arrival time. Please let me know when you get a chance. We look forward to welcoming you!"

If check-in is within the next 7 days and you have had no response on any channel, contact Holidu support through the contact form in the Holidu Help Center. Our team can help verify your booking details and, if needed, reach the guest through the original booking channel.

Best Practices to Avoid Communication Gaps

1. Message guests early through Guest Messaging. A friendly welcome message a few days before arrival sets a positive tone and confirms key details. The AI Assistant can handle follow-up questions automatically.
2. Send clear arrival instructions in advance. Make sure guests know the check-in time, location, and access details. You can add arrival information in your listing settings.
3. Use automated messages. Guest Connect automated messages work alongside Guest Messaging. When a guest replies to a scheduled message, the AI Assistant can continue the conversation. You can set these up in your listing configuration.
4. Enable self check-in where possible. Self check-in reduces last-minute stress if communication is delayed.
5. Ask guests to confirm their arrival time 2 to 3 days ahead. A short message keeps everyone aligned.

Collecting Guest Registration Details

Holidu is not obliged to collect guests' personal information on your behalf. If you need these details for registration purposes, please contact the guests directly through Guest Messaging. If you need help, reach out to our local language support team, available 7 days a week, through the contact form in the Holidu Help Center.