Staying in touch with your guests before their arrival is essential for ensuring a smooth check-in experience. However, sometimes guests may be difficult to reach. This guide will help you understand how to contact guests across different booking platforms and what steps to take if communication becomes challenging.

How to Contact Guests Before Arrival

Step-by-Step Guide to Reaching Your Guests

1. Locate the reservation in your Holidu Host account
   • Go to the Reservations tab
   • Use filters or search to find the relevant booking
2. Identify the booking channel
   • Check whether the booking came from Airbnb, Booking.com, Holidu, or another platform
   • Different channels have different guest information availability
3. Review available guest contact information
   • Access the guest details shown in your reservation
   • Note which contact methods are available to you

Guest Contact Information by Booking Platform

Airbnb and Booking.com

For bookings made through Airbnb or Booking.com, personal guest information is handled differently:

• Guest personal email addresses are typically not available, as these platforms keep such details private and use their internal messaging systems
• Guests are not required to provide their private email address to these platforms
• You can contact guests using phone numbers or WhatsApp when available
• Guest personal information may become visible if they have completed the arrival form

Holidu and Other Direct Booking Channels

For bookings made directly through Holidu or other channels:

• Guest contact details including phone number and email are displayed by default
• You have full access to primary contact methods
• Guest information provides more direct communication options

Guest Information Visibility for New Hosts

If you are a new host without any confirmed check-ins:

• Guest information will be masked until 2 days before the check-in date
• This security measure protects guest privacy during the initial verification period
• 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

Try Multiple Contact Methods

Guests may respond more quickly through one communication channel than another. Attempt to reach them using all available methods:

• WhatsApp: Send a short, polite message. Many guests prefer instant messaging and may respond faster here
• Phone Call: If there is no response via WhatsApp, try calling the guest directly
• Email: If the guest email address is available, follow up with a detailed email message

Tips for Effective Guest Communication

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

Example message: "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:

• Clearly identifies who you are and which property is involved
• States the purpose of your message
• Maintains a welcoming tone
• Gives the guest time to respond

Escalating the Issue to Support

If you have attempted to contact the guest through all available methods and the check-in date is within the next 7 days:

• Contact our Support Team through the Holidu assistant
• Our team can verify the booking details and reach out to the guest on your behalf
• For bookings made through Booking.com or Airbnb, our support team can contact the guest directly through the original booking platform

Important Considerations About Guest Information

Information Masking Policies

• Guest details are temporarily masked for new hosts without confirmed check-ins
• Information is automatically released 2 days before the scheduled check-in
• After your first successful check-in, guest information will no longer be masked for future reservations
• Account verification is required to receive payouts for all bookings

Platform-Specific Information Limitations

• Airbnb and Booking.com do not require guests to provide personal email addresses
• Guest email may only become available if they complete the arrival form
• Always verify the booking platform to understand what information you can expect to access

Guest Privacy and Data Collection

Please note that Holidu is not obligated to collect guest personal information on behalf of hosts. If you need additional guest details for registration or other purposes, you may contact the guests directly once their information becomes available.

Best Practices to Prevent Communication Issues

To minimize the likelihood of guests being unresponsive in the future, implement these proactive strategies:

1. Send Clear Arrival Instructions in Advance

Provide guests with comprehensive arrival information well before their check-in date:

• Confirm the exact check-in time
• Provide the property location and address
• Include access details and entry instructions
• Share this information in your Holidu listing configuration

2. Use Automated Messages

Set up friendly automated reminders to confirm arrival times and share important details:

• Automated messages can be sent automatically at specified times
• These reduce the need for manual follow-up communication
• Guests receive consistent, professional messaging

3. Enable Self Check-In Options

Whenever possible, offer self check-in solutions such as:

• Smart locks or keypad entry
• Digital access codes
• Self-guided access procedures

Self check-in reduces stress if communication delays occur and provides guests with flexibility.

4. Request Early Arrival Confirmation

Ask guests to confirm their arrival time a few days before check-in:

• Send a confirmation message 2 to 3 days prior to arrival
• This ensures everyone is aligned on timing
• It provides additional opportunity to address any issues early

5. Organize Guest Information Properly

Structure your property setup for success:

• Add all arrival information to the Guest Arrival Information section in your Holidu account
• Access this through the Configuration settings
• Keep information updated and easily accessible to guests

Summary

Being proactive with guest communication before arrival prevents most issues. When you cannot reach a guest, try multiple contact methods, keep your messages friendly and clear, and escalate to support if necessary when check-in is approaching. By implementing best practices such as clear instructions, automated messages, and self check-in options, you can significantly reduce communication challenges and ensure successful check-ins.

Remember that different booking platforms handle guest information differently. Understanding these differences and knowing when to contact support will help you manage difficult communication situations effectively.