What Should I Do If I Cannot Reach My Guest?

Staying in touch with guests before their arrival is essential for a smooth check-in experience. If you're having difficulty reaching a guest, this guide will walk you through the best methods to contact them across different booking platforms—Airbnb, Booking.com, and Holidu—and what steps to take if communication remains unsuccessful.

How to Contact Guests Before Arrival

Use Guest Messaging for All Channels

The fastest and most reliable way to reach guests before arrival is through Guest Messaging. This unified inbox consolidates all guest conversations, whether their booking came from Airbnb, Booking.com, Holidu, Vrbo, or your own host website.

How to Access Guest Messaging:

• Navigate to Messages → Inbox in your dashboard to view all conversations in one place.
• 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.

AI Assistant Support

Guest Messaging includes a built-in AI Assistant at no additional cost. This tool automatically handles common guest inquiries about check-in times, amenities, directions, and other frequently asked questions based on the topics you've configured in your settings. Messages are automatically translated between your language and the guest's language, removing language barriers from your communication. You can take over any conversation at any time or adjust which topics the AI handles as needed.

Guest Contact Details by Booking Channel

Depending on which platform your guest booked through, the availability of their personal contact information may vary. Here's what you can expect:

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

Important Privacy Notes

For bookings made through Airbnb, Booking.com, and Vrbo, guest personal email addresses are kept private by those platforms to protect guest privacy. 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 yet, guest contact details will be masked until 2 days before the scheduled check-in date. This restriction is lifted after your first successful check-in, and all future bookings will show full contact details from that point forward.

What to Do If You Cannot Reach Your Guest

If a guest is not responding to your messages, follow these steps in order:

Step 1: Send a Message via Guest Messaging

Start with Guest Messaging regardless of which booking channel was used. This is always the best first approach. Send a friendly, concise message confirming their arrival details:

"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!"

Step 2: Try WhatsApp

If the guest's phone number is visible in their booking details, send a short, polite message via WhatsApp. Keep the tone friendly and professional.

Step 3: Make a Phone Call

If you've received no response via messaging, try calling the guest directly if their phone number is available. A quick call can often resolve communication issues more effectively than text-based messages.

Step 4: Send an Email Follow-Up

If available, use email as a final follow-up method. This creates a documented record of your contact attempt.

Step 5: Contact Support

If check-in is within the next 7 days and you still haven't heard back from the guest across all channels, contact the support team through the help center contact form. The support team can help verify booking details and reach the guest through their original booking channel if needed.

Best Practices to Avoid Communication Gaps

Proactive communication is the key to preventing last-minute issues with unresponsive guests. Implement these best practices:

1. Message Guests Early Through Guest Messaging

Send a friendly welcome message 3-5 days before arrival. This sets a positive tone and confirms key details like check-in time and special instructions. Your AI Assistant can handle any follow-up questions automatically, keeping the conversation moving without requiring your constant attention.

2. Provide Clear Arrival Instructions in Advance

Make sure guests receive detailed information about check-in time, property location, access codes, parking instructions, and any other relevant details well before their arrival date. The earlier guests have this information, the better prepared they'll be.

3. Use Automated Messages

Set up automated messages through Guest Connect that are sent at strategic times (for example, 7 days before arrival and 2 days before arrival). When guests reply to these scheduled messages, your AI Assistant can continue the conversation automatically. This keeps guests engaged without requiring your manual involvement.

4. Enable Self Check-In Where Possible

Consider using keyless entry, lockbox systems, or other self-check-in options. This eliminates the stress of last-minute communication if you can't reach a guest and provides guests with flexibility to arrive on their schedule.

5. Request Arrival Time Confirmation

Ask guests to confirm their arrival time 2-3 days before check-in. A simple, friendly message helps ensure everyone is on the same page and reduces the likelihood of confusion or missed connections on arrival day.

Additional Information About Guest Contact Details

Please note that Holidu is not obliged to collect or provide guests' personal information on your behalf. If you require specific information from guests for registration, compliance, or other purposes, you should request this information directly from the guests through Guest Messaging or the guest arrival form.

If you need assistance communicating with a guest or have questions about the contact process, our local language support team is available 7 days a week to help. Use the contact form on this page to reach out.

Summary

Reaching out to guests before arrival doesn't have to be complicated. By using Guest Messaging as your primary communication channel, sending messages early, providing clear instructions, and following up proactively, you can avoid most communication issues. Remember that your AI Assistant is working alongside you to handle routine questions, so you can focus on the bigger picture of providing excellent hospitality. If problems do arise, the support team is ready to assist through the contact form.