What Should I Do If I Cannot Reach My Guest?

One of the most common challenges hosts face is maintaining communication with guests, especially before arrival. Whether your guest is unresponsive on Airbnb, Booking.com, or Holidu, knowing how to reach them effectively—and what to do if you can't—is essential for a smooth check-in experience.

This guide walks you through the best ways to contact guests across all booking platforms and provides actionable steps if communication fails.

The Fastest Way to Contact Guests: Guest Messaging

Before trying other methods, use Guest Messaging—your unified inbox for all guest conversations. This feature consolidates messages from Airbnb, Booking.com, Holidu, Vrbo, and direct bookings into one place, making it the most reliable way to reach guests before arrival.

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

Guest Messaging includes an AI Assistant at no extra cost that automatically handles common guest inquiries about check-in, amenities, and directions. Messages are automatically translated between your language and the guest's language, ensuring communication is never hindered by language barriers. You can take over any conversation at any time or disable the AI Assistant if you prefer to manage all responses personally.

Contact Details by Booking Channel

The availability of guest contact information depends on which platform the booking came through. Here's what you can typically 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

On Airbnb, Booking.com, and Vrbo, guests' personal email addresses are kept private by those platforms for security reasons. However, the guest's personal email becomes visible if they complete the Holidu arrival form.

If you're a new host who hasn't yet completed your first confirmed check-in, guest contact details remain masked until 2 days before arrival. Once you've successfully completed your first check-in, this restriction is lifted for all future bookings.

How to Contact Guests on Different Platforms

Contacting Guests on Airbnb

Airbnb masks direct contact information to protect guest privacy. Use the in-app messaging system within Airbnb to send your first message. If the guest doesn't respond through Airbnb's messaging after several attempts, you may be able to access their phone number closer to check-in (typically 2 days before).

Contacting Guests on Booking.com

Similar to Airbnb, Booking.com keeps guest contact information private. Send your message through Booking.com's messaging system first. Guest details may become available as the check-in date approaches, but don't rely on this. Use Guest Messaging for a more unified approach if you manage bookings through Holidu as well.

Contacting Guests on Holidu

Holidu provides guest contact details by default, making it easier to reach guests through multiple channels. Use Guest Messaging as your primary method, but you'll also have access to phone and email information if direct contact becomes necessary.

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

If your initial contact attempts go unanswered, follow this sequence:

Step 1: Use Guest Messaging (Always Start Here)

Send a friendly, concise message through Guest Messaging regardless of the booking platform. This is the most reliable first step.

Example message:

"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 for check-in. Looking forward to welcoming you!"

Step 2: Send a WhatsApp Message

If available, send a polite WhatsApp message. Keep it short and friendly—guests are more likely to respond quickly to messaging apps than emails.

Step 3: Make a Phone Call

If there's still no response after WhatsApp, call the guest. A direct conversation can resolve any confusion or concerns they might have about arrival details.

Step 4: Send an Email Follow-up

If phone contact isn't possible, send a follow-up email with all relevant arrival information, check-in instructions, and your contact details.

Step 5: Contact Support if Check-in Is Within 7 Days

If check-in is approaching within the next 7 days and you've received no response across all channels, contact our support team through the Holidu assistant. Our team can help verify booking details and may be able to reach the guest through the original booking channel if needed.

Best Practices to Prevent Communication Gaps

The best way to handle a guest you cannot reach is to prevent the situation from happening in the first place. Follow these best practices:

1. Message Guests Early Through Guest Messaging

Send a welcoming message 3-5 days before arrival. A friendly introduction sets a positive tone and confirms key details. Your AI Assistant can automatically handle follow-up questions while you focus on other aspects of hosting.

2. Provide Clear Arrival Instructions in Advance

Make sure guests know the exact check-in time, property location, and how to access the accommodation. Share detailed arrival instructions well before their arrival date so they have time to ask questions.

3. Use Automated Messages

Set up automated messages through Guest Connect to send reminders about check-in details. When guests reply to these messages, your AI Assistant continues the conversation, ensuring nothing falls through the cracks.

4. Enable Self Check-in Where Possible

Implement keyless entry or self check-in options to reduce dependency on real-time communication. This provides flexibility for guests and reduces stress if last-minute communication issues arise.

5. Request Arrival Confirmation 2-3 Days Ahead

Ask guests to confirm their expected arrival time a few days in advance. A simple confirmation message keeps everyone aligned and gives you time to address any concerns before check-in.

Important Information About Guest Data

Holidu is not obliged to collect or provide guests' personal information on your behalf. If you require guest details for registration, tax, or other purposes, you must contact guests directly to request this information.

Our local language support team is available 7 days a week if you need assistance with guest communication or other hosting questions. Use the contact form to reach our support team for help.

Summary

If you cannot reach a guest, remember these key points:

• Always start with Guest Messaging—it's the most reliable method across all platforms
• Follow up with WhatsApp, phone calls, and email in order
• Proactive communication prevents most contact issues
• If check-in is within 7 days and you've had no response, contact support
• Use automated messages and arrival instructions to set clear expectations

With these strategies in place, you'll be well-equipped to maintain strong communication with your guests and ensure smooth check-ins, even when unexpected delays occur.