Staying in touch with your guests before they arrive is crucial for a smooth check-in experience. However, there may be times when you cannot reach them despite your efforts. This guide will help you understand how to contact guests across different booking platforms and what steps to take if communication becomes difficult.

How to Contact Guests Before Arrival

Step-by-Step Guide to Finding Guest Contact Information

1. Locate the reservation in your account

• Navigate to the Reservations tab in your account dashboard
• Use filters or search functionality to find the specific booking you need to contact about

2. Identify the booking channel

The platform through which the booking was made affects how you can contact the guest. Determine whether the reservation came through Airbnb, Booking.com, Holidu, or another channel.

3. Access guest contact details based on platform

For Airbnb and Booking.com:

• These platforms prioritize guest privacy and mask personal email addresses by default
• Guests are not required to provide their private email to these platforms
• You will typically have access to phone numbers or WhatsApp information instead
• Personal email addresses may become visible only if the guest has completed the arrival form on your platform

For Holidu and Other Direct Channels:

• Guest contact details including phone numbers and email addresses are displayed by default
• These bookings provide more direct communication options

4. Important note about new host accounts

If you are a new host without any confirmed check-ins, guest information will be masked until 2 days before the scheduled 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

Try Multiple Contact Methods

Guests may respond more quickly through certain channels than others. Attempt to reach out using all available methods in this order:

WhatsApp: Send a brief, friendly message to the guest's phone number if available. This platform often receives faster responses than email.

Phone Call: If WhatsApp messages go unanswered, try calling the guest directly. Keep the conversation brief and professional.

Email: If an email address is available, follow up with a detailed message. This creates a written record of your communication attempt.

Sample Message Template

Keep your initial contact message friendly, concise, and professional:

"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!"

When To Contact Support

If you have attempted to reach your guest through all available channels and your check-in is within the next 7 days, contact our Support Team. You can reach them by using the Holidu assistant or contact form.

Our support team can:

• Verify the booking details to ensure accuracy
• Reach out to the guest directly through the platform where the booking was made
• For Airbnb and Booking.com bookings, use the platform's internal messaging system to contact the guest on your behalf

Important Information About Guest Privacy and Verification

Guest information masking policies:

• For new hosts without confirmed check-ins, guest details remain masked until 2 days before check-in
• After completing 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 considerations:

• On Airbnb and Booking.com, a guest's personal email address may not be available if they have not completed the arrival form
• These platforms do not require guests to share their private email addresses

Best Practices To Prevent Communication Gaps

Proactive communication helps reduce instances of unreachable guests. Implement these strategies for better results:

Send clear arrival instructions in advance

Provide guests with specific check-in times, property location details, parking information, and access instructions before their arrival date. Clear instructions reduce confusion and last-minute questions.

Use automated messages

Set up friendly reminder messages to be sent automatically before guest arrival. These messages can confirm check-in times, remind guests of important house rules, or share access codes.

Enable self check-in options

Whenever possible, offer self check-in through keyless entry systems or lockboxes. This eliminates the need for last-minute coordination if communication is delayed.

Request confirmation a few days before arrival

Send a simple message 2-3 days before check-in asking guests to confirm their expected arrival time. This allows time to address any concerns or changes.

Update your guest arrival information section

Ensure all relevant arrival information is added to the Guest Arrival Information section in your account Configuration area. This information is visible to guests when they book.

Frequently Asked Questions

Why can't I see my guest's personal email address?

If your booking is through Airbnb or Booking.com, these platforms keep guest email addresses private unless the guest has completed the arrival form. For new host accounts, this information is also masked until 2 days before check-in. Contact information through phone or WhatsApp should be available instead.

What happens if I still can't reach my guest after trying all methods?

If your check-in is within 7 days and you have exhausted all contact attempts, use the Holidu contact form to reach our Support Team. They have additional tools to verify booking information and contact the guest through the original booking platform.

Will guest information always be masked on my account?

No. Once you complete your first successful check-in, guest information will no longer be masked for any future reservations, regardless of your verification status at that time. However, full account verification is still required to receive payouts.

Can I request the guest's personal information directly from the booking platform?

Holidu is not obligated to collect or provide guests' personal information on behalf of hosts for purposes outside of the booking process. If you need specific details for registration or other purposes, we recommend contacting the guest directly through the available communication channels.

Summary

Maintaining communication with guests is essential for successful property management. By understanding how to access guest contact information across different booking platforms, utilizing multiple communication methods, and implementing best practices for proactive outreach, you can significantly reduce the likelihood of being unable to reach your guests. When all else fails and your check-in is imminent, our Support Team is available to assist you through the contact form.