Staying connected with your guests before their arrival is essential for a smooth check-in experience. Whether your booking comes through Airbnb, Booking.com, Holidu, or another platform, knowing how to reach out and what to do if communication breaks down can prevent last-minute complications and ensure guest satisfaction.

Use Guest Messaging as Your Primary Communication Channel

Guest Messaging is the fastest and most reliable way to contact your guests before arrival. This unified inbox consolidates all guest conversations from multiple booking platforms into one convenient location.

How to Access Guest Messaging

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

Leveraging the AI Assistant

Your Guest Messaging system includes a complimentary AI Assistant that automatically handles common guest inquiries about check-in times, amenities, directions, and property features. The AI Assistant also automatically translates messages between your language and your guest's language, eliminating language barriers entirely. You can take over any conversation at any time, or disable the AI Assistant if you prefer to manage all communications personally.

Understanding Guest Contact Details by Booking Channel

The availability of guest contact information varies depending on which platform processed the booking. Here's what you can expect:

Booking Channel	Phone and Email Visibility
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, guests' personal email addresses are protected by those platforms for privacy reasons. However, personal contact information becomes visible if guests complete the Holidu arrival form.

If you are a new host who hasn't completed your first confirmed check-in, guest contact details will remain masked until 48 hours before the scheduled arrival date. Once you successfully complete your first check-in, this restriction is permanently lifted for all future bookings.

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

If your guest isn't responding through standard channels, follow this escalation approach:

Step 1: Send a Message Through Guest Messaging

Start with Guest Messaging in your inbox, regardless of which booking platform the reservation came through. This is the most direct and documented way to contact guests. Craft a friendly, concise message that confirms key arrival details.

Example message:

"Hi [Guest Name], this is [Your Name] from [Property Name]. I'm looking forward to welcoming you soon! Could you please confirm your expected arrival time? If you have any questions about check-in or the property, feel free to ask. Thank you!"

Step 2: Follow Up via WhatsApp

If the guest has provided a phone number and hasn't responded through Guest Messaging, send a polite follow-up via WhatsApp. Keep it brief and friendly, and reference the property name so the guest understands who is contacting them.

Step 3: Place a Phone Call

If WhatsApp doesn't yield a response, try calling the guest's phone number directly. Timing matters—try calling during reasonable hours in their time zone. Leave a clear, concise voicemail if necessary.

Step 4: Send an Email

If the guest's personal email address is available and previous methods haven't worked, send a formal email reiterating important check-in details and requesting confirmation.

Step 5: Escalate to Support

If check-in is scheduled within the next 7 days and you've attempted to contact the guest through all available channels without success, contact the Holidu support team using the in-app assistant. Our team can help verify booking details and may be able to reach the guest through the original booking platform if needed.

Best Practices to Prevent Communication Gaps

Reach Out Early Through Guest Messaging

Send a warm welcome message through Guest Messaging 3-5 days before arrival. This sets a positive tone, confirms key details, and gives the guest time to ask questions. The AI Assistant can handle routine inquiries automatically while you focus on other tasks.

Provide Clear Arrival Instructions in Advance

Include comprehensive arrival information with every booking confirmation. Guests should know the exact check-in time, property location, parking instructions, door access codes, and any special entry procedures. Clear instructions reduce the need for last-minute communication and prevent confusion.

Use Automated Messages Strategically

Holidu's automated messaging system works seamlessly with Guest Messaging. When guests reply to scheduled messages, the AI Assistant can continue the conversation automatically, ensuring responsive communication even when you're unavailable.

Enable Self Check-In When Possible

Offering self check-in options—such as smart locks or key codes—eliminates the stress of coordinating arrival times if communication is delayed or the guest runs behind schedule.

Request Confirmation 2-3 Days Before Arrival

Send a brief message asking guests to confirm their expected arrival time. This simple step keeps everyone aligned and gives you time to address any scheduling issues before they become problems.

Important Information About Guest Data

Holidu is not obligated to collect guests' personal information on your behalf. If you require guest details for registration, tax purposes, or other administrative needs, you should request this information directly from the guests through your Guest Messaging system. Our multilingual support team is available 7 days per week if you need assistance communicating with guests or navigating these situations.

Summary

Maintaining consistent communication with guests before arrival is one of the most important responsibilities as a host. By using Guest Messaging as your primary channel, understanding which contact details are available by platform, and following a logical escalation approach if initial contact attempts fail, you can ensure smooth check-ins and satisfied guests. Combined with clear arrival instructions and early outreach, these practices will significantly reduce communication issues and help prevent no-shows or last-minute complications.