What Should I Do If I Cannot Reach My Guest?

Getting in touch with your guest before their arrival is essential for a smooth check-in experience. This guide explains how to contact guests across different booking platforms—Airbnb, Booking.com, and Holidu—and what steps to take if you're unable to reach them.

Use Guest Messaging for All Your Guest Conversations

The fastest and most reliable way to reach guests before arrival is through Guest Messaging, which consolidates all your guest conversations in one place. Whether your booking came from Airbnb, Booking.com, Holidu, Vrbo, or your own website, Guest Messaging keeps everything organized and accessible.

How to Access Guest Messaging

• Navigate to Messages → Inbox in your account menu to view all conversations
• 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

Built-In AI Assistant Support

Guest Messaging includes a complimentary AI Assistant that automatically responds to common guest questions about check-in times, amenities, directions, and other frequent inquiries. Messages are automatically translated between your language and the guest's language, ensuring clear communication regardless of language barriers. You can take over any conversation at any time or disable the AI Assistant if you prefer to handle all messages personally.

Guest Contact Details by Booking Channel

The availability of additional contact information varies depending on which platform processed the booking. Here's what you can typically expect:

Booking Channel	Phone and Email Visibility
Holidu and Direct Bookings	Yes, visible by default
Airbnb	May be masked for privacy
Booking.com	May be masked for privacy
Vrbo	May be masked for privacy

Understanding Contact Information Privacy

On Airbnb, Booking.com, and Vrbo, guests' personal email addresses are kept private by those platforms to protect guest privacy. However, their personal contact details become visible if they complete the Holidu arrival form.

For new hosts: If you haven't completed your first successful check-in yet, guest contact details are restricted and won't display until 2 days before arrival. After your first confirmed check-in, this restriction is lifted for all future bookings.

Steps to Take If You Cannot Reach Your Guest

If your initial contact attempt is unsuccessful, follow these steps in order:

1. Start with Guest Messaging

Send your first message through Messages → Inbox. This is the safest and most reliable channel regardless of which platform processed the booking. Keep your message friendly and clear:

"Hi [Guest Name], this is [Your Name] from [Property Name]. I wanted to confirm your arrival time and make sure you have all the information you need. Please let me know when you get a chance. Looking forward to welcoming you!"

2. Try WhatsApp

If the guest's phone number is available and they haven't responded to your first message, send a brief, polite message via WhatsApp. Keep it short and friendly to encourage a quick response.

3. Make a Phone Call

If there's still no reply after your WhatsApp message, try calling the guest directly. A brief, courteous call can often resolve communication issues quickly, especially if there's an issue with their messaging app or internet connection.

4. Send an Email Follow-Up

If the guest's email address is available, send a professional email summarizing your previous contact attempts and the information they need for check-in.

When to Contact Support

If check-in is within the next 7 days and you've attempted to reach the guest through all available channels without success, contact our support team using the Holidu assistant. Our team can help verify booking details and reach the guest through the original booking channel if needed. We're available 7 days a week to assist you.

Best Practices to Avoid Communication Gaps

Proactive communication is the best way to prevent last-minute issues and ensure a positive guest experience. Here are proven strategies:

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 arrival time and special instructions. The AI Assistant will automatically handle common follow-up questions, freeing up your time.

2. Provide Clear Arrival Instructions in Advance

Make sure your listing includes detailed arrival instructions covering check-in time, exact location, parking details, and access instructions (keypad codes, lockbox locations, etc.). Clear instructions reduce the likelihood of arrival-day confusion and communication delays.

3. Use Automated Messages

Set up automated messages that trigger at specific times before arrival. When guests reply to these messages, the AI Assistant continues the conversation automatically, ensuring they always receive timely responses even when you're unavailable.

4. Enable Self Check-In Where Possible

Consider implementing self check-in options such as smart locks, keypad entry, or lockboxes. This eliminates the need for real-time communication on arrival day and prevents stress if last-minute contact issues arise.

5. Request Arrival Time Confirmation

Ask guests to confirm their expected arrival time 2-3 days before check-in. A simple confirmation message keeps everyone aligned and gives you time to follow up if needed.

Important Privacy Considerations

Holidu is not obliged to collect or provide guests' personal information on your behalf. If you require guest details for property registration or other administrative purposes, contact the guests directly through available channels. If you need assistance with guest communication, our local language support team is available 7 days a week to help.