What Should I Do If I Cannot Reach My Guest?

One of the most important aspects of being a successful host is maintaining clear communication with your guests. However, there may be times when you struggle to reach a guest before their arrival. This guide will help you understand how to contact guests across different booking platforms and what steps to take if communication proves difficult.

Use Guest Messaging — Your Central Communication Hub

The fastest and most reliable way to reach guests before arrival is through Guest Messaging. This unified messaging system consolidates all your guest conversations in one place, regardless of which booking channel they used — whether that's Airbnb, Booking.com, Holidu, Vrbo, or your own direct booking website.

How to Access Guest Messaging

• Navigate to Messages → Inbox in your navigation menu to view all conversations
• Alternatively, open a specific booking in the Bookings tab and click the message link within the booking details to go directly to that guest's conversation

Leverage AI Assistant for Automatic Support

Guest Messaging includes a complimentary AI Assistant that automatically responds to common guest inquiries about check-in times, amenities, directions, and other frequently asked questions. Messages are automatically translated between your language and the guest's language, ensuring that language barriers never prevent effective communication. You can take over any conversation at any time or disable the AI Assistant if you prefer to handle all messages personally.

Understanding Guest Contact Details by Booking Channel

While Guest Messaging works seamlessly across all channels, the availability of additional contact information (such as phone numbers and personal email addresses) varies depending on the booking source:

Booking Channel	Phone and Email Visibility
Holidu and Direct Bookings	Visible by default
Airbnb	May be masked
Booking.com	May be masked
Vrbo	May be masked

For bookings made through Airbnb, Booking.com, and Vrbo, the guest's personal email address is kept private by these platforms to protect guest privacy. Personal email information becomes available only when the guest completes the Holidu arrival form.

New Host Information

If you're new to hosting and haven't yet completed your first confirmed check-in, guest contact details will be masked until 2 days before the scheduled check-in date. Once you successfully complete your first check-in, this restriction is removed for all future bookings.

What to Do If You Cannot Reach Your Guest

If your attempts to reach a guest through Guest Messaging have been unsuccessful, follow these steps in the recommended order:

Step 1: Use Guest Messaging

Always begin with Guest Messaging in your Messages → Inbox. This is the most reliable method regardless of which booking channel the reservation came through. Send a friendly, concise welcome message that includes:

• A warm greeting with your name and property name
• Confirmation of their arrival date and time
• Key check-in information
• A polite request for confirmation

Example message: "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 available, WhatsApp is an excellent follow-up communication method. Send a short, polite message reiterating your arrival confirmation request. Many guests respond more quickly to WhatsApp than to other messaging platforms.

Step 3: Make a Phone Call

If WhatsApp messaging doesn't yield a response, attempt to call the guest directly if their phone number is available. This direct approach often receives immediate results, especially if there's any confusion about arrival time or location.

Step 4: Send an Email

Use email as a follow-up method if the guest's email address is visible to you. Email provides a formal record of your communication attempts and ensures your message is logged in their inbox.

Step 5: Contact Support for Assistance

If check-in is within the next 7 days and you have not received any response through all available communication channels, contact our support team through the Holidu assistant. Our team can help verify booking details and reach the guest through the original booking channel if necessary. This escalation ensures that guest contact is attempted through the most direct route available to the platform.

Best Practices to Prevent Communication Gaps

Proactive communication significantly reduces the likelihood of being unable to reach guests. Implement these best practices to maintain clear communication throughout the booking process:

1. Message Guests Early Through Guest Messaging

Send a friendly welcome message several days before arrival. This sets a positive tone and allows you to confirm essential details before the guest is in transit. The AI Assistant can automatically handle follow-up questions, keeping the conversation active.

2. Provide Clear Arrival Instructions in Advance

Ensure guests receive detailed information well before check-in, including:

• Exact check-in time and time window
• Property location and address
• Access instructions and door codes
• Parking information if applicable
• Emergency contact information

3. Use Automated Messages Strategically

Guest Connect automated messages work alongside your manual Guest Messaging. When guests reply to scheduled automated messages, the AI Assistant continues the conversation automatically. This ensures continuous engagement even when you're unavailable.

4. Enable Self Check-in Where Possible

Implementing self check-in options through keypad codes, smart locks, or other methods eliminates last-minute stress if communication is delayed and reduces dependency on real-time coordination.

5. Request Arrival Time Confirmation 2-3 Days Ahead

Send a brief confirmation request 2-3 days before check-in. This simple step keeps everyone aligned and provides an early warning if there are any scheduling issues or last-minute changes.

Important Privacy Considerations

Holidu is not obliged to collect guests' personal contact information on your behalf. If you require specific details about guests for registration, tax, or other purposes, you should request this information directly from the guests through Guest Messaging or the arrival form. Our local language support team is available 7 days a week and can assist you with these requests or provide guidance on how to proceed.

Getting Additional Help

If you continue to experience difficulties reaching guests or have questions about contacting guests across different platforms, our support team is here to help. Please use the contact form available in your Holidu host dashboard to reach out with your specific situation, and we'll provide guidance tailored to your needs.