What Should I Do If I Cannot Reach My Guest?

Staying in touch with your guests before their arrival is essential for a smooth check-in experience. This guide explains how to contact guests across different booking platforms—Airbnb, Booking.com, and Holidu—and what steps to take if you're unable to reach them.

Use Guest Messaging to Contact Your Guests

The fastest and most reliable way to reach your guests before arrival is through Guest Messaging. This unified inbox consolidates all guest conversations from every booking channel, including Airbnb, Booking.com, Holidu, Vrbo, and your own direct bookings.

How to Access Guest Messaging

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

Leverage Your AI Assistant

Guest Messaging includes a built-in AI Assistant at no additional cost. This intelligent tool automatically responds to common guest questions about check-in times, amenities, directions, and more—based on the topics you configure in your settings. Messages are automatically translated between your language and your guest's language, removing language barriers entirely. You can take over any conversation whenever you need to, or adjust which topics the AI handles at any time.

Guest Contact Details by Booking Channel

While Guest Messaging works across all platforms, the availability of additional contact information varies depending on where the booking originated. Here's what you need to know:

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 Personal Contact Details Become Available

For bookings from Airbnb, Booking.com, and Vrbo, these platforms keep guests' personal email addresses private. However, a guest's personal email will become visible to you if they complete the Holidu arrival form.

If you're a new host who hasn't yet completed a first confirmed check-in, guest contact details are temporarily masked until 2 days before arrival. This restriction is lifted after your first successful check-in, and all future bookings will display contact information according to the channel's standard policies.

What to Do If You Cannot Reach Your Guest

If you're having difficulty contacting a guest, follow these steps in order of effectiveness:

1. Guest Messaging (Messages → Inbox) — This is always your best first approach, regardless of which booking platform the reservation came through. It's the primary communication channel guests expect to use.
2. WhatsApp — If available, send a polite and brief message to the guest's WhatsApp number
3. Phone Call — Make a call if there's been no response via WhatsApp
4. Email — Follow up with an email if personal contact details are available and other methods haven't worked

Sample Message Template

Keep your message friendly, concise, and professional. Here's an example:

"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 Contact Support

If check-in is within the next 7 days and you've received no response through any of the methods above, reach out to our support team through the Holidu assistant for additional help. Our team can verify booking details and attempt to reach the guest through the original booking channel if needed.

Best Practices to Avoid Communication Gaps

Proactive communication prevents last-minute stress and ensures a positive guest experience. Follow these recommendations:

1. 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 allows the AI Assistant to handle follow-up questions automatically.

2. Provide Clear Arrival Instructions in Advance

Ensure guests understand the check-in time, property location, and access procedures well before their arrival date. Share these details in your initial message and in your property listing.

3. Use Automated Messages

Guest Connect automated messages work alongside Guest Messaging. When guests reply to scheduled messages, your AI Assistant can continue the conversation seamlessly, keeping communication flowing without your constant involvement.

4. Enable Self Check-In Where Possible

Offering keypad access, smart locks, or lockboxes eliminates the stress of last-minute communication issues and delays caused by unresponsive guests.

5. Request Arrival Confirmation 2–3 Days Ahead

Send a short message asking guests to confirm their expected arrival time. This simple step keeps everyone aligned and gives you time to address any issues before check-in.

Important Privacy and Data Collection Note

Holidu is not responsible for collecting guests' personal information on your behalf. If you require specific information from guests for registration or local requirements, contact them directly through the messaging channels available. Our local language support team is available 7 days a week to assist you if needed.

Summary

Effective guest communication starts with using Guest Messaging as your primary contact method. By reaching out early, providing clear instructions, and following up proactively, you'll minimize communication challenges and ensure smooth check-ins. Remember to be polite and concise in your messages, use the available translation features, and don't hesitate to contact our support team if you need additional assistance.