Staying in touch with your guests before they arrive helps ensure a smooth check-in. 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

The fastest and most reliable way to reach your guests is through Guest Messaging in your Holidu account. It brings all of your guest conversations into one inbox, whether the booking came from Airbnb, Booking.com, Holidu, or your own host website.

Access Guest Messaging

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

AI Assistant and automatic translation

The 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, so language differences do not prevent you from communicating. You can take over any conversation at any time or change which topics the AI Assistant handles.

Guest contact details by booking channel

Guest Messaging works with all booking channels. However, the amount of contact information you can see depends on where the booking was made:

Airbnb and Booking.com keep guests' personal email addresses private. A guest's personal email address 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 remain masked until 2 days before check-in. After your first successful check-in, this restriction no longer applies to future bookings.

What to do if you cannot reach your guest

If a guest does not respond, try the following methods in order:

1. Guest Messaging (Messages, then Inbox): This is always the best first step, regardless of the booking channel.
2. WhatsApp: If a phone number is visible, send a short and polite message.
3. Phone call: If there is no reply on WhatsApp, try calling the guest if a phone number is available. Airbnb and Booking.com do not share guests' phone numbers with hosts, so this option is only available for Holidu and direct bookings.
4. Email: If an email address is visible, send a follow-up message.

Keep your message friendly and brief. 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!

When to contact Holidu Support

If check-in is within the next 7 days and you have not received a response through any channel, submit a request through our contact form. Our support team can help verify your booking details and, where possible, reach the guest through the original booking channel.

Best practices to avoid communication gaps

Following these steps can help you avoid problems when reaching guests before arrival:

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 answer follow-up questions automatically.
2. Send clear arrival instructions in advance. Make sure guests know the check-in time, the property location, and how to access the property. You can find guidance on adding arrival information in the Holidu Help Center under listing configuration.
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 learn more about automated messages in the Holidu Help Center under listing configuration.
4. Enable self check-in where possible. Self check-in reduces stress if communication is delayed before arrival.
5. Ask guests to confirm their arrival time 2 to 3 days in advance. A short confirmation message keeps you and your guest aligned.

Holidu is not responsible for collecting guests' personal information on your behalf. If you need guest details for registration purposes, please contact the guests directly through Guest Messaging or the available channels described above.