What Should I Do If I Cannot Reach My Guest?

Staying in touch with your guests before their arrival is essential for a smooth check-in experience. If you're having trouble reaching a guest, this guide will walk you through the best methods to contact them across all booking platforms and what to do if communication remains difficult.

Use Guest Messaging — Your Centralized Communication Hub

The fastest and most reliable way to reach guests before arrival is through Guest Messaging, which consolidates all your guest conversations in one place. Whether your booking came from Airbnb, Booking.com, Holidu, Vrbo, or your own direct booking channel, Guest Messaging ensures you can connect with guests seamlessly.

How to Access Guest Messaging

• Navigate to Messages → Inbox in your navigation menu to view all conversations
• Alternatively, open a specific booking in the Bookings tab and click the message link in the booking details to go directly to that guest's conversation

Leverage Your AI Assistant

An AI Assistant is included at no extra cost and automatically handles common guest inquiries about check-in times, amenities, directions, and more. The assistant answers questions based on topics you've configured in Manage settings. Additionally, messages are automatically translated between your language and the guest's language, removing language barriers entirely. You can take over any conversation at any time or adjust which topics the AI handles whenever needed.

Understanding Guest Contact Details by Booking Channel

While Guest Messaging works across all channels, the availability of additional contact information varies depending on the booking source. Here's what you can expect:

Booking Channel	Phone and Email Visible?
Holidu and Direct Bookings	Yes, by default
Airbnb	May be masked
Booking.com	May be masked
Vrbo	May be masked

For bookings from Airbnb, Booking.com, and Vrbo, these platforms keep guests' personal email addresses private. However, a guest's personal email becomes visible if they complete the Holidu arrival form.

If you're a new host who hasn't completed your first confirmed check-in, guest contact details will be masked until 2 days before check-in. After your first successful check-in, this restriction is lifted for all future bookings.

Step-by-Step: If You Can't Reach Your Guest

Follow these methods in order to maximize your chances of making contact:

1. Send a Message Through Guest Messaging

Start with Guest Messaging (accessible via Messages → Inbox), regardless of which booking channel the reservation came through. This is the most direct communication method available to you.

2. Try WhatsApp

If the guest hasn't responded through Guest Messaging, send a short, polite WhatsApp message if their phone number is visible in their booking details.

3. Make a Phone Call

If there's still no response after your WhatsApp message, consider calling the guest directly if a phone number is available.

4. Send an Email

Follow up via email if you have access to the guest's personal email address. This creates a documented record of your communication attempts.

Example Message Template

Keep your message friendly and concise. Here's an example:

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

When to Contact Support

If check-in is within the next 7 days and you've attempted to reach the guest across all available channels without success, contact our support team using the Holidu assistant for help. Our team can verify booking details and reach out to the guest through the original booking channel if needed. Our local language support team is available 7 days a week to assist you.

Best Practices to Prevent Communication Gaps

1. Message Guests Early Through Guest Messaging

Send a friendly welcome message a few days before arrival. This sets a positive tone and confirms key details. Your AI Assistant can handle follow-up questions automatically while you attend to other tasks.

2. Provide Clear Arrival Instructions in Advance

Ensure guests know the check-in time, property location, and access instructions before their arrival date. Clear instructions reduce confusion and last-minute communication problems.

3. Use Automated Messages

Set up automated messages that work alongside Guest Messaging. When guests reply to a scheduled message, your AI Assistant can continue the conversation naturally, ensuring timely responses even when you're busy.

4. Enable Self Check-In When Possible

Offering self check-in options removes the stress of coordinating exact arrival times and reduces dependence on real-time communication.

5. Request Arrival Confirmation 2–3 Days in Advance

A brief message asking guests to confirm their arrival time a few days before check-in keeps everyone aligned and provides advance notice if plans change.

Important Privacy Considerations

Holidu is not obliged to collect or provide guests' personal information on your behalf. If you require guest details for registration or other purposes, please contact the guests directly through the available communication channels. Our support team can provide guidance if you need assistance with this process.

Summary

Staying connected with your guests doesn't have to be complicated. Start with Guest Messaging as your primary communication channel, follow up through WhatsApp or phone if needed, and reach out to our support team if you're unable to make contact within 7 days of check-in. By implementing the best practices outlined above, you can minimize communication gaps and ensure smooth arrivals for all your guests.