What Should I Do If I Cannot Reach My Guest?

As a host, 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 and steps to take, whether your booking came through Airbnb, Booking.com, Holidu, or another platform.

Use Guest Messaging — Your Central Communication Hub

The fastest and most reliable way to reach guests before arrival is through Guest Messaging, which brings all your guest conversations into one centralized location. This unified inbox works across all booking channels including Airbnb, Booking.com, Holidu, Vrbo, and direct bookings from your own website.

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 start a conversation with that guest directly

Leverage Your AI Assistant

An AI Assistant is included at no extra cost and automatically responds to common guest questions about check-in times, amenities, directions, and more. Messages are automatically translated between your language and the guest's language, eliminating language barriers. You can take over any conversation at any time or adjust which topics the AI handles in your settings.

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:

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

For Airbnb, Booking.com, and Vrbo bookings, the guest's personal email address is typically kept private by those platforms for privacy protection. A guest's personal email becomes visible if they complete the Holidu arrival form.

Important note for new hosts: If you haven't yet completed your first confirmed check-in, guest contact details may be masked until 2 days before the scheduled arrival. This restriction is lifted after your first successful check-in, allowing you to access guest contact information for all future bookings.

Step-by-Step Guide: What to Do If You Cannot Reach Your Guest

Follow these methods in order to increase your chances of connecting with your guest:

Step 1: Try Guest Messaging First

Send your first message through Guest Messaging in your Holidu account. This is the preferred method regardless of which booking channel the reservation came through. Messages sent through this platform are reliable and documented in your account records.

Step 2: Send a WhatsApp Message

If the guest has provided a phone number and you haven't received a response through Guest Messaging, send a brief, friendly WhatsApp message. Keep it short and polite to encourage a quick response.

Step 3: Make a Phone Call

If there's still no reply via WhatsApp, try calling the guest. A direct conversation can quickly clarify any arrival questions or concerns.

Step 4: Follow Up by Email

If available, send an email follow-up to ensure the guest sees your message through another channel.

Step 5: Contact Support If Check-In Is Soon

If check-in is within the next 7 days and you have had no response across all communication channels, contact our support team through the Holidu assistant. Our team can help verify booking details and reach out to the guest through the original booking channel if needed.

Example Message Template

When reaching out to your guest, keep your message friendly and concise:

"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!"

Best Practices to Prevent Communication Gaps

1. Message Guests Early Through Guest Messaging

Send a friendly welcome message a few days before arrival through Guest Messaging. This sets a positive tone, confirms key details, and allows the AI Assistant to handle follow-up questions automatically. A proactive approach prevents last-minute communication problems.

2. Send Clear Arrival Instructions in Advance

Ensure guests know the exact check-in time, property location, and access details well before arrival. Clear instructions reduce confusion and questions at the last minute. Take advantage of the arrival information features in your property settings to share this information directly.

3. Use Automated Messages Strategically

Set up automated messages to greet guests when they book and remind them of upcoming check-ins. When guests reply to automated messages, the AI Assistant can continue the conversation seamlessly, maintaining consistent communication.

4. Enable Self Check-In Where Possible

If your property setup allows it, enable self check-in options such as smart locks or key codes. This eliminates the stress of last-minute communication delays and gives guests flexibility with their arrival time.

5. Ask for Arrival Confirmation 2-3 Days Ahead

Send a short message 2-3 days before check-in asking guests to confirm their expected arrival time. This simple step keeps everyone aligned and allows you to address any delays or changes in plans early.

Important Information About Guest Data

Holidu is not obliged to collect guests' personal information on your behalf. If you need specific guest details for registration or other purposes, please contact the guests directly through the communication channels available in your account.

Our local language support team is available 7 days a week if you need assistance communicating with guests or have questions about reaching out to bookings made through different platforms.

Summary

Effective guest communication before arrival ensures a positive experience and smooth check-in. Always start with Guest Messaging as your primary tool, follow up through WhatsApp or phone if needed, and don't hesitate to contact support if check-in is imminent and you cannot reach your guest. By implementing these best practices and maintaining proactive communication, you'll minimize the chance of no-shows and last-minute issues. Remember that clear, friendly, and timely messages are the foundation of successful guest relationships.