Communication with your guests is essential for a smooth check-in experience. If you're having trouble reaching a guest before their arrival, this guide will help you understand your options across different booking platforms and what steps to take if contact attempts fail.

How to Contact Guests Before Arrival

The method you use to contact your guest depends on which booking platform they used. Guest contact details visibility varies significantly across Airbnb, Booking.com, and Holidu.

Step-by-Step Guide to Finding and Contacting Your Guest

1. Locate the Reservation in Your Holidu Host Account

Begin by finding the booking you need to contact:

• Navigate to the Reservations tab in your Holidu Host dashboard
• Use the available filters or search function to locate the specific booking
• Open the reservation details to view guest information

2. Identify the Booking Channel

Check which platform the guest used to make their reservation. This is crucial because each platform handles guest information differently:

• Airbnb
• Booking.com
• Holidu
• Other direct booking channels

3. Contact Guests According to Their Booking Channel

For Airbnb and Booking.com Bookings:

Guests who book through these platforms may not provide their personal email address, as these platforms keep such details private and use their own internal messaging systems. In these cases, you have alternative contact methods:

• Use the phone number provided (if available)
• Send a message via WhatsApp
• Personal email may become visible if the guest completes the Holidu arrival form

For Holidu and Other Direct Channel Bookings:

Guest contact details including phone number and email are displayed by default in your reservation details.

4. Understanding When Guest Details Are Not Visible

Guest information may be masked in certain situations:

• If the booking is from Airbnb or Booking.com, personal email addresses are typically hidden by the platform
• If you're a new host without any confirmed check-ins, guest information will be masked until 2 days before the check-in date
• Once you complete your first successful check-in, guest details will no longer be masked for future reservations

What to Do If You Cannot Reach Your Guest

If your initial contact attempts don't receive a response, follow these escalation steps to increase your chances of connecting with your guest.

Try Multiple Contact Methods

Guests may respond faster through one channel than another. Don't rely on a single method of communication. Try reaching out through all available channels:

WhatsApp: Send a short, polite message. Many guests check WhatsApp more frequently than email.

Phone Call: If there's no reply via WhatsApp within a reasonable timeframe, consider giving them a quick call. Keep it brief and friendly.

Email: If an email address is available, follow up by email. This creates a written record of your communication attempts.

Template Message for Contacting Guests

Keep your message friendly and concise to encourage a response:

"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 soon!"

This approach is warm, professional, and gives the guest clear information about what you need from them.

Contact Holidu Support if Check-in is Within 7 Days

If you've tried all available contact methods and the check-in is within the next 7 days, contact our Support Team using the Holidu assistant. Our team can:

• Verify the booking details to ensure everything is correct
• Reach out to the guest directly on your behalf
• Contact the guest through the platform where the booking was made (such as Booking.com or Airbnb)
• Help resolve communication issues before the scheduled arrival

To reach our support team, please use the contact form available in your Holidu Host account.

Important Considerations About Guest Information

Guest Details Masking Policy

• New hosts without confirmed check-ins will have guest details temporarily masked until 2 days before check-in
• After completing your first successful check-in, guest details will no longer be masked for future reservations, regardless of verification status
• Account verification is required to receive payouts for all bookings

Platform-Specific Information

• For Airbnb and Booking.com, personal guest email may not be available if the guest has not completed the arrival form
• Holidu is not obligated to collect guests' personal information on behalf of hosts. If you need specific details for registration purposes, you should contact guests directly through the available channels

Best Practices to Prevent Communication Gaps

The best way to handle unreachable guests is to prevent the problem before it occurs. Implement these strategies to reduce communication issues:

1. Send Clear Arrival Instructions in Advance

Make sure all guests know the following information well before their arrival:

• Exact check-in time
• Property location and access details
• Parking information if applicable
• WiFi password and other useful details

Add this information to the Guest Arrival Information section in your Holidu account under Configuration.

2. Use Automated Messages

Send friendly automated reminders before arrival to:

• Confirm arrival times with guests
• Share access codes and check-in instructions
• Provide additional property information
• Build anticipation and engagement

This helps ensure guests have the information they need even if real-time communication is delayed.

3. Enable Self Check-in Whenever Possible

Offering self check-in options (such as keypad codes or smart locks) helps avoid last-minute stress if communication is delayed. This is especially useful for guests arriving outside typical business hours.

4. Request Arrival Time Confirmation

Send a message 2-3 days before check-in asking guests to confirm their arrival time. This simple step ensures everyone is aligned and gives you time to address any issues before the guest arrives.

5. Add Comprehensive Guest Arrival Information

Ensure that the Guest Arrival Information section in your Holidu account Configuration is complete and detailed. This serves as a backup communication method if you cannot reach the guest directly.

Summary

Reaching out to guests before arrival is an important part of your hosting responsibilities. Remember to:

• Locate your reservation and identify the booking platform
• Use the appropriate contact method based on the platform (WhatsApp, phone, or email)
• Send clear, friendly messages
• Try multiple contact methods if the first attempt fails
• Contact Holidu Support if the check-in is within 7 days and you still cannot reach the guest
• Implement best practices like automated messages and clear arrival instructions to prevent communication issues

By following these guidelines and being proactive with communication, you can ensure smooth check-ins and positive guest experiences.