Clear communication with your guests before arrival helps prevent check-in problems, last-minute surprises, and unnecessary stress. This guide explains how to contact guests before they arrive for bookings made through Airbnb, Booking.com, and Holidu, and what to do if you cannot reach a guest.

How to contact guests before arrival

Holidu's Guest Messaging is the most reliable way to reach your guests, no matter where the booking came from. All of your guest conversations appear in one inbox, so you do not need to switch between platforms.

Use Guest Messaging as your main inbox

To open your conversations:

• Go to Messages and then Inbox in the navigation menu to see all guest conversations.
• Or open a specific booking in the Bookings tab and select the message link in the booking details to go directly to that guest's conversation.

An AI Assistant is included at no extra cost. It can answer common guest questions about check-in, amenities, and directions, based on the topics you choose in Manage settings. Messages are automatically translated between your language and your guest's language, so language differences do not get in the way. You can take over any conversation at any time or change which topics the AI handles.

Guest contact details by booking channel

Guest Messaging works with all booking channels. However, the guest's phone number and email address may be hidden depending on where the booking was made:

Airbnb, Booking.com, and Vrbo keep the guest's personal email address private. The guest's personal email address becomes visible once they complete the Holidu arrival form.

New hosts: If you have not yet completed your first confirmed check-in, guest contact details stay masked until two days before check-in. After your first successful check-in, this restriction is lifted for all future bookings.

What to do if you cannot reach your guest

If your messages go unanswered, try the following methods in order:

1. Guest Messaging (Messages and then Inbox). This is always the best first step, regardless of booking channel.
2. WhatsApp. If a phone number is visible, send a short and polite message.
3. Phone call. If there is no reply on WhatsApp, try calling. Please note that Booking.com and Airbnb no longer share guest phone numbers along with reservation details, so this option is only available when the number is visible to you.
4. Email. Follow up by email if the guest's address is available to you.

Example message to send to your guest

Keep your message friendly and to the point. For example:

Hi [Guest Name], this is [Your Name] from [Property Name]. I just wanted to confirm your arrival time. Please let me know when you get a chance. Looking forward to welcoming you!

Contact Holidu support

If check-in is within the next 7 days and you have not received a response on any channel, submit a request through the contact form on the Holidu Help Center. Our support team can help verify the booking details and, if needed, reach the guest through the original booking channel. Our local language support team is available seven days a week to assist you.

Best practices to avoid communication gaps

Following these steps can help you stay in touch with guests and reduce the chance of missed arrivals or check-in problems:

1. Send an early welcome message through Guest Messaging. A friendly message a few days before arrival sets a positive tone and confirms key details. The AI Assistant can answer follow-up questions automatically.
2. Share clear arrival instructions in advance. Make sure guests know the check-in time, the property location, and how to access the property. You can find more information in the article on adding arrival instructions.
3. Use automated messages. Guest Connect automated messages work alongside Guest Messaging. When a guest replies to a scheduled message, the AI Assistant can continue the conversation. You can learn more in the article on Guest Connect automated messages.
4. Enable self check-in where possible. Self check-in lets guests arrive even if communication is delayed, which reduces last-minute stress.
5. Ask guests to confirm their arrival time two to three days ahead. A short message keeps everyone on the same page.

Holidu is not responsible for collecting guests' personal information on your behalf. If you need certain details for registration purposes, please contact the guest directly through Guest Messaging.