What Should I Do If I Cannot Reach My Guest?

Communication with guests before 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 across all major booking platforms including Airbnb, Booking.com, and Holidu.

Use Guest Messaging as Your Primary Contact Method

Guest Messaging is your unified inbox for all guest conversations, regardless of which booking platform they used. This is the fastest and most reliable way to contact guests before their arrival.

How to Access Guest Messaging

You can reach your guests through Guest Messaging in two ways:

• Go to Messages → Inbox in your navigation menu to view all conversations
• Open a specific booking in the Bookings tab and click the message link in the booking details to start a conversation with that guest

Guest Messaging works seamlessly across Airbnb, Booking.com, Holidu, Vrbo, and direct bookings from your own website, bringing all your guest communications into one convenient place.

AI Assistant Support

An AI Assistant is included at no extra cost and can automatically respond to common guest questions about check-in times, amenities, directions, and general inquiries. Messages are also 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 whenever needed.

Guest Contact Details by Booking Channel

The availability of direct contact information varies depending on the booking source. Here's what you can typically see:

Booking Channel	Phone and 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, guest personal email addresses are kept private by those platforms for security reasons. The guest's personal email may become visible if they complete the Holidu arrival form.

Important Note for New Hosts: If you haven't completed your first confirmed check-in yet, guest contact details will remain masked until 2 days before check-in. After your first successful check-in, this restriction is lifted for all future bookings.

Step-by-Step Process If You Cannot Reach Your Guest

If you're unable to contact a guest, follow these methods in order of priority:

Step 1: Send a Message Through Guest Messaging

This is always your best first step, regardless of which booking channel the reservation came from. Guest Messaging is the most direct and professional communication method.

Keep your message friendly and concise. Here's an example:

"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: Send a WhatsApp Message

If you don't receive a response through Guest Messaging within a reasonable timeframe, try sending a short, polite message via WhatsApp if you have access to the guest's phone number.

Step 3: Make a Phone Call

If WhatsApp doesn't yield a response, attempt to call the guest directly using the phone number provided during booking.

Step 4: Send an Email Follow-Up

As a final contact method, send an email to the guest's email address if available. Keep the tone professional and friendly.

Step 5: Contact Support for Assistance

If check-in is within the next 7 days and you've received no response across all communication channels, contact the support team through the Holidu assistant. The support team can help verify booking details and attempt to reach the guest through the original booking channel if necessary.

Best Practices to Prevent Communication Issues

Proactive communication significantly reduces the likelihood of being unable to reach guests. Implement these best practices:

Message Guests Early

Send a friendly welcome message through Guest Messaging a few days before arrival. This sets a positive tone and confirms key details. The AI Assistant can handle follow-up questions automatically, ensuring guests receive prompt responses.

Provide Clear Arrival Instructions in Advance

Make sure guests have all the information they need before arrival, including:

• Exact check-in time
• Property location and address
• Access instructions and entry procedures
• Parking information
• Wi-Fi details and other essential amenities

Use Automated Messages

Set up automated messages that trigger at specific times before check-in. When guests reply to scheduled messages, the AI Assistant can continue the conversation, maintaining consistent communication without requiring your constant attention.

Enable Self Check-In

Whenever possible, implement self check-in options such as keyless entry, lockboxes, or access codes. This eliminates last-minute stress if real-time communication becomes delayed or difficult.

Request Arrival Confirmation

Send a brief message 2–3 days before arrival asking guests to confirm their expected arrival time. This simple step keeps everyone aligned and provides an early warning if communication might be an issue.

Important Information About Guest Data

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

If you need assistance with guest communication or have questions about reaching guests, our local language support team is available 7 days a week. You can reach them through the contact form in your Holidu account.

Summary

Staying in contact with your guests before arrival is crucial for a positive experience. Start with Guest Messaging, follow up through WhatsApp and phone calls if needed, and reach out to support if the check-in date is approaching and you still haven't made contact. By implementing the best practices outlined above, you can prevent most communication issues before they occur and ensure smooth check-ins for all your guests.