What Should I Do If I Cannot Reach My Guest?

As a host, staying in touch with your guests before their arrival is essential for ensuring a smooth check-in and positive experience. However, there may be times when you're unable to reach a guest despite your efforts. This guide walks you through the best methods to contact your guests across all booking platforms—Airbnb, Booking.com, Holidu, and more—and explains what to do if communication becomes difficult.

How to Contact Guests Before Arrival

The most reliable way to reach guests before their arrival is through Guest Messaging, which consolidates all your guest conversations in one unified inbox.

Use Guest Messaging for All Bookings

Guest Messaging is your primary communication channel and works across all booking platforms, including Airbnb, Booking.com, Holidu, Vrbo, and direct bookings. This centralized inbox ensures you never miss a message, regardless of where the booking originated.

How to access Guest Messaging:

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

Take Advantage of AI Assistant Support

Holidu's built-in AI Assistant is included at no additional cost and automatically responds to common guest inquiries about check-in times, amenities, directions, and other standard questions. The AI Assistant learns from topics you configure in your settings, allowing you to handle high-volume inquiries efficiently while maintaining a personal touch.

The AI Assistant also provides automatic translation between your language and your guest's language, eliminating language barriers in communication. You can take over any conversation at any time if personal attention is needed, and you can adjust which topics the AI handles whenever you prefer.

Understanding Guest Contact Details by Booking Channel

While Guest Messaging works uniformly across all channels, the availability of additional contact information varies depending on your guest's booking source.

Booking Channel	Phone and Email Visible?
Holidu and direct bookings	Yes, by default
Airbnb	May be masked
Booking.com	May be masked
Vrbo	May be masked

On Airbnb, Booking.com, and Vrbo, guests' personal email addresses and phone numbers are typically kept private by these platforms to protect guest privacy. However, guests can choose to share their personal contact information with you by completing the Holidu arrival form, after which their details become visible in your dashboard.

Important Note for New Hosts

If you haven't completed your first confirmed check-in yet, guest contact details will be masked until 2 days before the scheduled check-in date. Once you've successfully completed your first check-in, this restriction is lifted, and you'll have access to guest details for all future bookings.

What to Do If You Cannot Reach Your Guest

If your attempts to contact a guest through standard channels are unsuccessful, follow these steps in the order listed below:

Step 1: Use Guest Messaging

Start with Guest Messaging in your Inbox, as this is the most direct and reliable communication channel. Send a friendly, concise message confirming their arrival details. For example:

"Hi [Guest Name], this is [Your Name] from [Property Name]. Just wanted to confirm your arrival time and ensure you have all the check-in details you need. Please let me know when you get a chance. Looking forward to welcoming you!"

Step 2: Try WhatsApp

If the guest's phone number is visible in your dashboard, send a brief WhatsApp message. Keep it polite and to the point, reiterating your welcome and requesting confirmation of their arrival time.

Step 3: Make a Phone Call

If you don't receive a response via WhatsApp within a reasonable timeframe, attempt to call the guest directly. A personal phone call often prompts a quicker response than written messages.

Step 4: Send an Email Follow-Up

If the guest's email address is available, send a polite follow-up email summarizing the key information and your concern about confirming their arrival.

When to Contact Support

If check-in is within the next 7 days and you have not received a response through any of these channels, contact the Holidu support team via the in-platform assistant. Our support team can help verify booking details and reach the guest through their original booking channel if necessary. This escalation is particularly helpful when there may be booking validity concerns or when additional assistance is needed to ensure a successful check-in.

Best Practices to Prevent Communication Gaps

Proactive communication significantly reduces the likelihood of last-minute issues. Implement these strategies to keep connected with guests:

1. Send a Welcome Message Early

Reach out through Guest Messaging several days before arrival with a warm welcome and confirmation of key details. Your AI Assistant can handle follow-up questions automatically, freeing you to focus on other host responsibilities.

2. Provide Clear and Detailed Arrival Instructions

Include comprehensive check-in information in advance, such as the exact check-in time, property location, access method (key code, lockbox, smart lock), parking details, and any special instructions. Clear instructions reduce confusion and provide guests with a reference point if they need to reach you.

3. Use Automated Messages Strategically

Guest Connect automated messages work seamlessly with Guest Messaging. When guests reply to your scheduled messages, the AI Assistant can continue the conversation automatically, creating a consistent communication flow. Automated messages are particularly useful for sending reminders a few days before arrival.

4. Enable Self Check-In Options

Whenever feasible, offer self check-in through smart locks, lockboxes, or keypad access codes. Self check-in eliminates the need for real-time communication coordination and allows guests to arrive at their convenience, reducing stress if communication is delayed.

5. Request Arrival Confirmation 2–3 Days Ahead

Send a brief confirmation message asking guests to confirm their expected arrival time 2–3 days before check-in. This simple step ensures everyone is aligned and gives you advance warning if there are any issues with the booking or the guest's plans.

Important Information About Guest Privacy

Holidu is not obliged to collect personal guest information on your behalf. If you require guest information for registration, compliance, or other purposes, you should request this information directly from your guests through the Guest Messaging system or other communication channels available in your dashboard.

Our multilingual support team is available 7 days a week if you need assistance communicating with guests or navigating any challenges related to guest contact. Reach out through the in-platform support assistant for help.

Summary

Reaching your guests before arrival doesn't have to be complicated. By leveraging Guest Messaging as your primary communication tool, supplementing it with WhatsApp and phone calls when needed, and following best practices like sending early welcome messages and clear arrival instructions, you can virtually eliminate communication gaps. If you do encounter a guest who is unreachable, escalate to Holidu support if check-in is within 7 days. This proactive approach ensures smooth check-ins and sets the tone for positive guest experiences at your property.