Staying in touch with your guests before their arrival is essential for a smooth check-in experience. Whether your booking came through Airbnb, Booking.com, Holidu, or another platform, having reliable communication channels ensures you can confirm details, answer questions, and address any concerns promptly.

How to Contact Guests Before Arrival

Effective guest communication starts with knowing where and how to reach out. Different booking platforms have different policies about sharing guest contact information, but Holidu provides a unified messaging system that works across all channels.

Using Guest Messaging: Your Central Communication Hub

Guest Messaging is the fastest and most reliable way to reach guests before their arrival. This feature consolidates all guest conversations in one place, regardless of which booking platform they used.

How to access Guest Messaging:

• Navigate to Messages → Inbox in your Holidu dashboard 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

Guest Messaging includes an AI Assistant that automatically responds to common questions about check-in times, amenities, directions, and other frequently asked questions. Messages are automatically translated between your language and the guest's language, eliminating language barriers. You can take over any conversation at any time or disable the AI Assistant if you prefer to handle all communications personally.

Guest Contact Details: What Information Is Available by Channel

Depending on where the booking originated, different levels of contact information may be available to you. Here's what to expect from each platform:

Booking Channel	Contact Details Visibility
Holidu and Direct Bookings	Phone and email visible by default
Airbnb	Phone and email may be masked
Booking.com	Phone and email may be masked
Vrbo	Phone and email may be masked

For bookings from Airbnb, Booking.com, and Vrbo, these platforms keep the guest's personal email address private for security reasons. However, if the guest completes the Holidu arrival form, their personal email will become visible to you.

If you're a new host who hasn't yet completed your first confirmed check-in, guest contact details may be masked until 2 days before the arrival date. Once you've successfully completed your first check-in, this restriction is lifted for all future bookings.

What to Do If You Cannot Reach Your Guest

If your attempts to contact a guest through standard channels are unsuccessful, follow this step-by-step approach:

Contact Methods in Priority Order

1. Guest Messaging (Messages → Inbox) - This should always be your first point of contact, regardless of which booking platform was used. It's the most direct and documented method of communication.
2. WhatsApp - If available, send a brief, polite message. WhatsApp often reaches guests more quickly than email or other methods.
3. Phone Call - If there's been no response to WhatsApp, try calling the guest if their phone number is available.
4. Email - Follow up via email if other methods haven't worked and an email address is available.

Sample Message Template

When reaching out to your guest, keep your message friendly and concise. Here's an example you can adapt:

"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 the Issue

If check-in is within the next 7 days and you've received no response across all available communication channels, contact Holidu support for assistance. Our support team can help verify booking details and reach the guest through the original booking channel if needed. Use the contact form to reach out to our support team, and they'll be available to help.

Best Practices to Prevent Communication Issues

Proactive communication prevents most problems before they occur. Implement these best practices to ensure smooth contact with your guests:

Message Guests Early Through Guest Messaging

Send a friendly welcome message a few days before arrival. This sets a positive tone, confirms key details, and gives the guest an opportunity to ask questions. The AI Assistant can automatically handle follow-up questions while you focus on other tasks.

Provide Clear Arrival Instructions in Advance

Make sure guests understand the exact check-in time, property location, access instructions, and any special procedures. Detailed arrival information reduces confusion and the need for last-minute communication. Add comprehensive arrival instructions to your property listing to ensure all guests see them during booking.

Use Automated Messages Strategically

Holidu's automated messaging feature works alongside Guest Messaging. When guests reply to a scheduled automated message, the AI Assistant can continue the conversation seamlessly. This ensures consistent communication without requiring your constant attention.

Enable Self Check-In Options

Whenever possible, offer self check-in options such as keyless entry, lockbox codes, or digital access. This eliminates the stress of coordinating check-in times if communication is delayed.

Request Early Confirmation of Arrival Time

Ask guests to confirm their expected arrival time 2-3 days before check-in. This gives you time to plan and makes it easier to address any scheduling conflicts before they become problems.

Important Information About Guest Data

Holidu is not obliged to collect or provide guest personal information on your behalf. If you require guest information for local registration, tax, or other legal purposes, you must request this information directly from your guests. Our multilingual support team is available 7 days a week if you need assistance with guest communication or have questions about data collection requirements.

Summary

Effective guest communication is the foundation of successful hosting. By using Guest Messaging as your primary contact method, sending clear advance instructions, and following up proactively when needed, you'll minimize communication issues and create a positive experience for your guests from the moment they book. Remember to prioritize Guest Messaging first, as it's the most reliable way to reach guests across all booking platforms, and reach out to our support team if you need assistance contacting a guest close to their arrival date.