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

Use Guest Messaging to Contact Guests Across All Platforms

The fastest and most reliable way to reach guests before arrival is through Guest Messaging, which consolidates all your guest conversations in one centralized location. This feature works seamlessly across multiple booking channels, including Airbnb, Booking.com, Holidu, Vrbo, and direct bookings from your own website.

How to Access Guest Messaging

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

AI Assistant Support

Your Guest Messaging includes an AI Assistant at no additional cost that automatically responds to common guest inquiries about check-in times, amenities, directions, and general property questions. The AI Assistant is based on topics you configure in your settings and provides responses in the guest's preferred language, eliminating language barriers. You maintain full control and can take over any conversation whenever needed or adjust which topics the AI handles.

Understanding Guest Contact Details by Booking Channel

The availability of guest contact information varies depending on which platform the booking originated from. Here is what you can typically expect:

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

Important Notes About Guest Privacy

Airbnb, Booking.com, and Vrbo keep guest personal email addresses private to protect guest privacy. However, the guest's personal email address becomes visible to you if they choose to complete the Holidu arrival form.

If you are a new host who has not yet completed your first confirmed check-in, guest contact details will remain masked until two days before the scheduled check-in date. Once you successfully complete your first check-in, this restriction is lifted for all future bookings.

Step-by-Step Process If You Cannot Reach Your Guest

If you are unable to establish contact with your guest, follow these methods in the recommended order of effectiveness:

Step 1: Send a Message Through Guest Messaging

Start with Guest Messaging in your Messages → Inbox. This is the most direct and documented method of communication and works regardless of which booking platform was used. Send a friendly, concise message that confirms arrival details and sets a positive tone.

Example message: "Hi [Guest Name], this is [Your Name] from [Property Name]. I wanted to confirm your arrival time and make sure 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, send a short, polite WhatsApp message. Keep it brief and friendly to encourage a quick response. This method is often effective as it reaches guests on their personal device.

Step 3: Make a Phone Call

If there has been no response via Guest Messaging or WhatsApp, attempt to call the guest. Choose a reasonable time in their timezone if possible. A brief, professional conversation can quickly resolve any confusion about arrival details.

Step 4: Send an Email

If the guest's personal email is visible, follow up with an email. Keep it professional and concise, reiterating your key message and asking for confirmation of arrival.

Step 5: Contact Support If Check-In Is Within 7 Days

If check-in is scheduled within the next seven days and you have not received a response across all available channels, contact our support team. Use the contact form to explain the situation and provide booking details. Our support team can help verify the booking information and attempt to reach the guest through the original booking channel if necessary.

Best Practices to Prevent Communication Gaps

Message Guests Early Through Guest Messaging

Send a welcoming message a few days before the scheduled arrival. This establishes a positive relationship and confirms key details upfront. The AI Assistant can handle follow-up questions automatically while you remain in full control of the conversation.

Provide Clear Arrival Instructions in Advance

Include comprehensive arrival instructions that cover check-in time, property location, access methods, parking information, and any special entry procedures. Ensure guests have all necessary information well before their arrival date to minimize last-minute confusion.

Leverage Automated Messages

Set up automated messages that work alongside Guest Messaging to maintain communication without requiring constant manual effort. When guests reply to automated messages, the AI Assistant continues the conversation and ensures inquiries are addressed promptly.

Enable Self Check-In Where Possible

Implement self check-in options such as keyless entry, access codes, or smart locks. This reduces dependency on real-time communication and prevents last-minute stress if contact attempts are delayed.

Request Arrival Confirmation 2-3 Days Before Check-In

Send a brief message asking guests to confirm their arrival time a few days before their stay. This keeps everyone aligned and provides advance warning if there are any changes or issues with the booking.

Important Considerations Regarding Guest Information

Please note that Holidu is not obligated to collect or provide personal guest information on your behalf. If you require specific details from guests for registration, tax compliance, or other purposes, contact the guests directly to request this information.

Our multilingual support team is available seven days a week to assist you with guest communication challenges or any other hosting questions you may encounter.

Summary

Successfully reaching your guests before arrival requires a proactive, multi-channel approach. Begin with Guest Messaging across all platforms, follow up with WhatsApp and phone calls if necessary, and implement best practices like early communication and clear instructions to prevent gaps. Should you experience persistent communication issues close to check-in, our support team is ready to help. By maintaining clear communication channels and providing guests with comprehensive information upfront, you create a foundation for positive guest experiences and smooth check-ins.