What Should I Do If I Cannot Reach My Guest?

Staying in touch with your guests before arrival is crucial for a smooth check-in experience. If you're having trouble reaching a guest, this guide will walk you through the best methods to make contact across all booking channels—including Airbnb, Booking.com, and Holidu—and what steps to take if communication remains difficult.

The Best Way to Contact Guests: Guest Messaging

Guest Messaging is your primary tool for reaching guests before they arrive. This unified inbox consolidates all guest conversations from every booking channel you use—whether the reservation came through Airbnb, Booking.com, Holidu, Vrbo, or your own website.

How to Access Guest Messaging

• Navigate to Messages → Inbox in your main menu to view all conversations in one place
• Alternatively, go to the Bookings tab, find the specific reservation, and click the message link in the booking details to jump directly to that guest's conversation

Automatic Support with AI Assistant

Guest Messaging includes a built-in AI Assistant at no extra cost. This intelligent tool automatically responds to common guest questions about check-in times, amenities, directions, and more. Messages are also automatically translated between your language and the guest's language, removing language barriers entirely. You can take over any conversation whenever you need to, or disable the AI Assistant if you prefer to handle all communications personally.

Guest Contact Details by Booking Channel

While Guest Messaging works universally across all platforms, the availability of direct contact information—such as phone numbers and personal email addresses—varies depending on where the booking originated.

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

When Contact Details Become Available

For bookings from Airbnb, Booking.com, and Vrbo, these platforms keep the guest's personal email address private. However, the guest's personal contact information will become visible to you once they complete the Holidu arrival form.

If you're a new host who hasn't completed your first confirmed check-in yet, all guest contact details will be masked until 2 days before the check-in 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 your guest hasn't responded through the standard channels, follow these methods in order:

Step 1: Try Guest Messaging First

Send your message through Messages → Inbox. This is the most reliable method regardless of which booking platform the reservation came from. Guest Messaging is monitored across all channels, making it the fastest way to connect.

Step 2: Send a WhatsApp Message

If available, WhatsApp is often more effective than email for immediate communication. Send a short, polite message to confirm arrival details.

Step 3: Make a Phone Call

If there's no response via WhatsApp, try calling the guest. Keep the conversation friendly and professional, and focus on confirming their arrival time and any logistical details they need.

Step 4: Send a Follow-Up Email

If you have access to the guest's email address, send a polite follow-up email summarizing the key check-in information.

Example Message Template

"Hi [Guest Name], this is [Your Name] from [Property Name]. Just 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!"

When to Contact Support

If check-in is within the next 7 days and you've tried all contact methods without success, reach out to the Holidu support team. You can contact them through the Holidu assistant by using the contact form on our website. Our team can help verify booking details and attempt to reach the guest through the original booking channel if needed.

Please note that Holidu is not obliged to collect personal guest information on your behalf. If you require guest details for registration or other purposes, you may need to request this information directly from the guest.

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, allows the AI Assistant to handle follow-up questions automatically, and confirms all key details.

2. Provide Clear Arrival Instructions in Advance

Make sure guests know the exact check-in time, property location, parking information, and access details well ahead of their arrival date.

3. Use Automated Messages

Guest Connect automated messages work alongside Guest Messaging. When guests reply to a scheduled message, the AI Assistant can continue the conversation seamlessly, reducing back-and-forth communication delays.

4. Enable Self Check-In Options

Where possible, offer self check-in options such as keypad codes, smart locks, or lockboxes. This eliminates the stress of last-minute communication if a guest is delayed in responding.

5. Request Arrival Time Confirmation

Ask guests to confirm their expected arrival time 2-3 days before check-in. A brief confirmation message keeps everyone aligned and gives you advance notice if any issues arise.

Summary

Reaching your guests before arrival doesn't have to be complicated. Start with Guest Messaging—your unified inbox across all booking platforms. If that doesn't work, follow the escalation steps: WhatsApp, phone call, and email. For guests on Airbnb, Booking.com, and Vrbo, contact details may be masked until the guest completes the arrival form or until 2 days before check-in. By following best practices like early communication, clear instructions, and offering self check-in options, you'll minimize missed connections and ensure a smooth experience for both you and your guests.

If you need additional assistance, our support team is available 7 days a week through the Holidu platform contact form.