How to Contact Guests Before Arrival and What to Do If You Can't Reach Them

Staying in touch with your guests before they arrive helps prevent check-in problems and sets a positive tone for their stay. This article explains how to contact guests before arrival on Airbnb, Booking.com, and Holidu, which guest details are visible on each channel, and what to do if you cannot reach a guest.

Use Guest Messaging to Contact Guests Before Arrival

Holidu's Guest Messaging feature brings all your guest conversations into one inbox, whether the booking came from Airbnb, Booking.com, Holidu, Vrbo, or your own host website. It is the fastest and most reliable way to contact guests before arrival.

How to access Guest Messaging:

• Go to Messages → Inbox in the navigation menu to see all of your guest conversations.
• Or open a specific booking in the Bookings tab and select the message link in the booking details to go directly to that guest's conversation.

AI Assistant: The AI Assistant is included at no extra cost. It automatically answers common guest questions about check-in, amenities, and directions, based on the topics you have assigned in Manage settings. Messages are also translated automatically between your language and the guest's, so language is never a barrier. You can take over any conversation at any time or change which topics the AI handles.

Guest Contact Details by Booking Channel

Guest Messaging works across all booking channels. However, the additional contact details available to you depend on where the booking came from:

• Holidu and direct bookings: Phone number and email are visible by default.
• Airbnb: The guest's email may be masked. The phone number is not visible.
• Booking.com: The guest's email is masked. The phone number is not visible.
• Vrbo: Contact details may be masked.

Airbnb, Booking.com, and Vrbo keep the guest's personal email private. If the guest completes the Holidu arrival form, their personal email becomes visible to you.

Note for new hosts: If you have not yet completed your first confirmed check-in, guest contact details remain masked until 2 days before check-in. 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 guest does not respond, try the following methods in this order:

1. Guest Messaging (Messages → Inbox): This is always the best first step, regardless of booking channel.
2. WhatsApp: If a phone number is visible for the booking, send a short and polite message. Airbnb and Booking.com do not share guest phone numbers, so this option is mainly available for Holidu and direct bookings.
3. Phone call: If there is no reply on WhatsApp and a phone number is visible, call the guest.
4. Email: If a guest email address is available, send a follow-up message.

Tip: Keep your message friendly and concise. For example:

"Hi [Guest Name], this is [Your Name] from [Property Name]. I just wanted to confirm your arrival time. Please let me know when you get a chance. Looking forward to welcoming you!"

If check-in is within the next 7 days and you have not received a response on any channel, submit a request through the contact form in the Holidu Help Center. Our support team can help verify booking details and, where needed, help you reach the guest through the original booking channel.

Holidu is not obliged to collect guests' personal information on your behalf. If you need these details for registration purposes, please contact the guest directly through the available channels. Our local language support team is available 7 days a week if you need help. You can reach them through the contact form in the Help Center.

Best Practices to Avoid Communication Gaps

1. Message guests early through Guest Messaging. A friendly welcome message a few days before arrival sets a positive tone and confirms key details. The AI Assistant can handle follow-up questions automatically.
2. Send clear arrival instructions in advance. Make sure guests know the check-in time, the property location, and how to access it. Add arrival information in your listing settings so it is shared with guests before they arrive.
3. Use automated messages. Guest Connect automated messages work alongside Guest Messaging. When a guest replies to a scheduled message, the AI Assistant can continue the conversation.
4. Enable self check-in where possible. Self check-in reduces last-minute stress if communication is delayed.
5. Ask guests to confirm their arrival time 2 to 3 days ahead. A short confirmation message keeps you and your guest aligned.