What Should I Do If I Cannot Reach My Guest?

Communication is key to a successful guest experience. If you're having trouble reaching your guest before their arrival, this guide will help you navigate the situation step-by-step using the tools available across Airbnb, Booking.com, Holidu, and other platforms.

Use Guest Messaging — Your Primary Communication Channel

Guest Messaging is the fastest and most reliable way to reach guests before arrival, regardless of which booking platform they used. This unified inbox brings all your guest conversations together in one place, whether the booking came from Airbnb, Booking.com, Holidu, Vrbo, or your own direct website.

How to Access Guest Messaging

• Navigate to Messages in your dashboard menu
• Click on Inbox to view all active conversations
• Alternatively, open a specific booking from the Bookings tab and click the message link in the booking details to go directly to that guest's conversation thread

Take Advantage of AI Assistance

Your Guest Messaging system includes an integrated AI Assistant at no additional cost. This tool automatically handles common guest inquiries about check-in times, amenities, directions, and more based on topics you've configured in your settings. Messages are automatically translated between your language and the guest's language, removing language barriers entirely. You can take over any conversation at any time or adjust which topics the AI handles whenever needed.

Understanding Guest Contact Details by Booking Channel

The availability of guest contact information varies depending on where the booking originated. Here's what to 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 Notes About Guest Privacy

On Airbnb, Booking.com, and Vrbo, these platforms keep guests' personal email addresses private for security reasons. A guest's personal email becomes visible to you only if they complete the Holidu arrival form independently.

If you're new to hosting and haven't completed your first confirmed check-in yet, guest contact details remain masked until two days before the scheduled check-in date. After your first successful guest stay, this restriction is lifted for all future bookings.

Step-by-Step Guide: What to Do If You Cannot Reach Your Guest

If your guest isn't responding, try these contact methods in the order listed:

Step 1: Use Guest Messaging First

Send a message through Guest Messaging in your inbox. This is always the best first step, regardless of which booking channel the reservation came through. Your message will reach the guest through their preferred communication method on that platform.

Step 2: Send a WhatsApp Message

If available, send a polite and concise WhatsApp message. WhatsApp often has better delivery rates and read receipts compared to email, making it an effective secondary contact method.

Step 3: Make a Phone Call

If there's still no reply on WhatsApp, try calling the guest if their phone number is visible to you. Keep the call brief and friendly — they may have missed messages but could answer a direct call.

Step 4: Send an Email

Follow up with an email if the guest's personal email address is available. Email is less immediate but creates a documented record of your communication attempts.

Sample Message Template

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!"

When to Escalate: Contact Support

If check-in is within the next 7 days and you've received no response across all available channels, it's time to seek help from our support team. Use the Holidu assistant in your dashboard to contact our team. Our support staff can help verify booking details and reach the guest through the original booking channel if necessary. This is especially important for last-minute situations where you need immediate assistance.

Best Practices to Prevent Communication Gaps

Proactive communication helps avoid problems before they start. Follow these best practices:

1. Message Guests Early Through Guest Messaging

Send a friendly welcome message a few days before arrival. This sets a positive tone and confirms key details. Your AI Assistant can handle follow-up questions automatically while you focus on other tasks.

2. Send Clear Arrival Instructions in Advance

Make sure guests know the exact check-in time, property location, and access details well before their arrival date. Clear instructions reduce confusion and last-minute questions.

3. Use Automated Messages Strategically

Guest Messaging automated messages work alongside your AI Assistant. When guests reply to a scheduled message, the AI Assistant continues the conversation automatically, ensuring no question goes unanswered.

4. Enable Self Check-In When Possible

Offering self check-in options like keypad codes, smart locks, or door access instructions eliminates the pressure of real-time communication and accommodates guests in different time zones.

5. Request Arrival Time Confirmation Early

Send a brief confirmation message 2-3 days before check-in asking guests to confirm their expected arrival time. This keeps everyone aligned and gives you notice if plans have changed.

Important Reminder About Guest Information

Holidu is not obliged to collect guests' personal information on your behalf. If you need specific guest details for registration, tax purposes, or other official requirements, please contact the guests directly through the communication methods available to you. Our support team, available 7 days a week, can assist if you need help with this process.

Summary

Reaching unreachable guests requires a systematic approach. Always start with Guest Messaging, follow with WhatsApp and phone calls, and then escalate to email if needed. For urgent situations within 7 days of check-in, contact our support team. By implementing proactive communication practices and clear arrival instructions, you can prevent most contact issues before they arise. Remember, clear and timely communication leads to better guest experiences and smoother check-ins.