Staying in touch with your guests before their arrival is essential for a smooth check-in experience. Whether your guests booked through Airbnb, Booking.com, Holidu, or another platform, having reliable communication channels ensures everyone is on the same page about arrival times, access details, and property information.

How to Contact Guests Before Arrival

The most effective way to reach your guests across all booking platforms is through your centralized messaging system. Here's how to get started:

Use Guest Messaging — Your All-in-One Communication Hub

Guest Messaging brings all your guest conversations into one unified inbox, whether bookings come from Airbnb, Booking.com, Holidu, Vrbo, or direct bookings. This is the fastest and most reliable method to reach guests before they arrive.

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 start or continue a conversation with that guest

Automated Support with AI Assistant:

Your messaging system includes an AI Assistant at no extra cost. This intelligent feature automatically responds to common guest questions about check-in times, amenities, directions, and other frequently asked topics. The AI also automatically translates messages between your language and your guest's language, removing communication barriers. You can customize which topics the AI handles in your settings, and take over any conversation manually whenever needed.

Guest Contact Details by Booking Channel

The availability of additional contact information varies depending on which platform your guest booked through:

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

For bookings from Airbnb, Booking.com, and Vrbo, these platforms protect guests' personal email addresses by default. The guest's personal contact information becomes visible to you only after they complete the Holidu arrival form.

Important Note for New Hosts: If you haven't completed your first confirmed check-in yet, guest contact details remain masked until 2 days before arrival. After your first successful check-in, this restriction is lifted for all future bookings.

What to Do If You Cannot Reach Your Guest

If your attempts to contact a guest through Guest Messaging are unsuccessful, follow these steps in order:

1. Guest Messaging First — Always start with messages in your Guest Messaging inbox, as this is the most reliable channel across all platforms.
2. WhatsApp — If available, send a polite and brief message. Keep your tone friendly and professional.
3. Phone Call — If there's no response via WhatsApp, try calling if the phone number is visible.
4. Email — Send a follow-up email if all other methods have been unsuccessful.

Sample Message Template:

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

When to Seek Additional Help:

If check-in is within the next 7 days and you've received no response through any of the channels above, contact our support team. Use the contact form available in your host dashboard to describe the situation. Our support team can help verify booking details and may be able to reach the guest through their original booking platform if needed.

Best Practices to Prevent Communication Issues

The best approach is to prevent communication gaps before they occur. Here are proven strategies:

1. Send a Welcome Message Early

Message guests through Guest Messaging a few days before their arrival. This friendly introduction sets a positive tone and confirms key details. Your AI Assistant can automatically handle follow-up questions while you focus on other hosting tasks.

2. Provide Clear Arrival Instructions in Advance

Make sure all guests receive detailed information about:

• Exact check-in time
• Property location and access details
• Parking information if applicable
• Door codes or access procedures
• Wi-Fi details and other essential amenities

3. Use Automated Messages Strategically

Set up automated welcome messages that are triggered when bookings are confirmed. These messages can include arrival instructions, property details, and requests for confirmation. When guests reply to automated messages, your AI Assistant can continue the conversation seamlessly.

4. Enable Self Check-In Where Possible

Implement keyless entry, smart locks, or other self check-in options. This eliminates last-minute communication stress if a guest is unable to reach you or is delayed.

5. Request Arrival Time Confirmation

Ask guests to confirm their expected arrival time 2-3 days before check-in. This keeps everyone aligned and gives you time to address any potential issues or reschedule if necessary.

Important Information About Guest Data

Please note that Holidu is not obligated to collect or provide guests' personal information on your behalf. If you require guest details for property registration or local requirements, you should reach out to guests directly through the available communication channels.

Our support team is available 7 days a week to assist if you need help with guest communication or have questions about accessing guest information for legitimate hosting purposes. Use the contact form in your host dashboard to reach out.

Key Takeaway

Effective communication with guests starts with using Guest Messaging as your primary contact method, sending early welcome messages, and providing clear arrival instructions. By following these best practices, you'll minimize missed communications and create a smooth, professional experience for your guests from the moment they book until they check in.