What Should I Do If I Cannot Reach My Guest?

One of the most common challenges hosts face is communicating with guests before arrival, especially when dealing with multiple booking platforms. Whether your guest booked through Airbnb, Booking.com, Holidu, or another channel, this guide will help you stay connected and resolve communication issues quickly.

Use Guest Messaging — Your Unified Guest Inbox

The fastest and most reliable way to reach guests before arrival is through Guest Messaging. This feature consolidates all your guest conversations in one place, regardless of which platform they booked through — whether it's Airbnb, Booking.com, Holidu, Vrbo, or your own website.

How to Access Guest Messaging

• Navigate to Messages → Inbox in your dashboard to view all conversations
• Alternatively, go to the Bookings tab, select a specific booking, and click the message link in the booking details to start a conversation with that guest

AI Assistant Support

Guest Messaging includes a built-in AI Assistant at no additional cost. This assistant automatically handles common guest inquiries about check-in times, amenities, directions, and 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 manage all communications personally.

Guest Contact Details by Booking Platform

While Guest Messaging works across all channels, the availability of additional contact information varies depending on where the booking originated:

Booking Platform	Phone & Email Visible
Holidu & Direct Bookings	Yes, visible by default
Airbnb	May be masked
Booking.com	May be masked
Vrbo	May be masked

When Guest Contact Details Become Available

For bookings from Airbnb, Booking.com, and Vrbo, these platforms keep guest personal information private. However, guest contact details become visible if the guest completes the Holidu arrival form.

New Hosts: If you haven't completed your first confirmed check-in, guest contact details will be masked until 2 days before the scheduled arrival date. After your first successful check-in, this restriction is lifted for all future bookings.

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

If you're unable to connect with a guest, follow these steps in order of priority:

Step 1: Send a Message Through Guest Messaging

This is always your first and best option, regardless of which platform the booking came from. Guest Messaging reaches guests reliably and creates a documented record of communication.

Example message:

"Hi [Guest Name], this is [Your Name] from [Property Name]. I wanted to confirm your arrival time and ensure you have all the details you need. Looking forward to welcoming you soon!"

Step 2: Try WhatsApp

If available, send a polite and brief WhatsApp message. Keep it friendly and professional, focusing on confirming arrival details rather than expressing concern about non-response.

Step 3: Call the Guest

If there's still no reply after 24-48 hours, and a phone number is available, try calling. Keep the call brief and cordial — guests may be traveling or in meetings.

Step 4: Send an Email

If personal email is available, send a follow-up email reiterating the key information about check-in time and location.

Step 5: Contact Support

If check-in is within the next 7 days and you've received no response through any of the above channels, reach out to our support team using the contact form. Our team can help verify booking details and attempt to reach the guest through the original booking channel if necessary.

Best Practices to Prevent Communication Gaps

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. Your AI Assistant can handle follow-up questions automatically, keeping conversations flowing even when you're busy.

2. Provide Clear Arrival Instructions in Advance

Include specific information about:

• Exact check-in time
• Property address and location details
• Access instructions (key code, door location, parking information)
• Wi-Fi details and other essential amenities

3. Use Automated Messages for Confirmation

Schedule automated messages to reach out to guests at key moments — such as 5 days before arrival, 2 days before, and 1 day before. These messages provide valuable information while confirming that guests have the details they need.

4. Enable Self Check-In Where Possible

Implementing keyless entry, smart locks, or lockboxes reduces the pressure of last-minute communication if a guest is delayed or unreachable. This gives guests flexibility and reduces stress on both sides.

5. Request Confirmation 2-3 Days Ahead

Send a polite message asking guests to confirm their arrival time 2-3 days before check-in. This simple step keeps everyone aligned and gives you time to address any issues or concerns.

6. Keep Messages Concise and Professional

Guests are more likely to respond to brief, clear messages. Avoid long paragraphs or overwhelming information — save detailed instructions for your arrival information section instead.

Understanding Guest Communication Across Platforms

Airbnb Bookings

Use Airbnb's messaging system or Guest Messaging for initial contact. Airbnb typically masks personal contact information, so in-platform messaging is your most reliable option.

Booking.com Reservations

Contact guests through Guest Messaging or Booking.com's messaging system. Like Airbnb, Booking.com protects guest privacy by masking personal details.

Holidu Direct Bookings

Guest contact information is available by default for direct Holidu bookings, giving you more flexibility in how you reach out.

Important Reminders

• Timing matters: Reach out to guests as soon as possible after a booking is confirmed — don't wait until the last minute
• Be professional and friendly: Your communication sets the tone for the entire guest experience
• Document everything: Keep records of all communication attempts through Guest Messaging
• Respect privacy: Holidu is not obliged to collect or share guests' personal information beyond what the booking platforms provide. If you need specific details for registration purposes, contact guests directly through the available channels
• Language support: Our local language support team is available 7 days a week if you need assistance communicating with guests or require help managing communication challenges

Summary

Staying connected with guests before arrival is essential for a smooth check-in experience. Start with Guest Messaging, which provides a unified platform for all your bookings across channels. If needed, follow up through WhatsApp, phone, or email. Implement best practices like early messaging, clear arrival instructions, and automated confirmations to prevent communication gaps altogether. When in doubt, our support team is ready to help through the contact form.