Staying in contact with your guests before their arrival is essential for a smooth check-in experience. However, there may be times when you're unable to reach a guest. This guide will help you understand how to contact guests across different booking platforms and what steps to take if communication becomes difficult.

How to Contact Guests Before Arrival

Step 1: Locate Your Reservation

Start by finding the booking in your host account:

• Navigate to the Reservations tab
• Use filters or search functionality to locate the relevant booking

Step 2: Identify the Booking Channel

Determine which platform the booking was made through. This is important because different channels have different policies for sharing guest information:

• Airbnb
• Booking.com
• Holidu
• Other channels

Step 3: Contact Guests Based on Platform

Airbnb and Booking.com

For bookings made through Airbnb or Booking.com, guest personal email addresses are typically kept private by these platforms. These services use their own internal messaging systems for communication. Guests are not required to provide their private email address.

When contacting guests from these platforms, try using:

• The platform's internal messaging system
• Phone number (if available)
• WhatsApp (if available)

Guest personal email will only be visible if they have completed the Holidu arrival form.

Holidu and Other Channels

For bookings made directly through Holidu or through other channels, guest contact details including phone number and email are displayed by default in your account.

Step 4: Guest Information Visibility

It's important to understand when guest details are available:

• If you are a new host without any confirmed check-ins, guest information will be masked until 2 days before check-in
• After your first successful check-in, guest details will no longer be masked for future reservations
• Account verification is required to receive payouts for all bookings

What to Do If You Cannot Reach Your Guest

Try Multiple Contact Methods

Guests may respond more quickly through one communication channel than another. Attempt to reach them using all available methods:

WhatsApp

Send a short, polite message via WhatsApp if the guest's number is available. This platform often receives faster responses.

Phone Call

If there is no response via WhatsApp, consider giving the guest a quick call. A direct conversation can help confirm arrival details.

Email

If an email address is available, send a follow-up message with all important information.

Sample Message Template

Keep your message friendly and concise:

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

Contact Support If Needed

If you have tried all available contact methods and check-in is within the next 7 days, reach out to our Support Team through the Holidu assistant within your account.

Our support team can:

• Help verify booking details
• Contact the guest directly on your behalf
• Reach out through the platform where the booking was made (such as Booking.com or Airbnb)

Best Practices to Avoid Communication Gaps

Reduce the likelihood of guest communication issues in the future by following these recommendations:

1. Send Clear Arrival Instructions in Advance

Provide guests with detailed information about:

• Check-in time
• Property location
• Access details and entry codes

2. Use Automated Messages

Send friendly reminder messages before arrival to confirm arrival times or share access codes. Automated messaging helps ensure consistent communication without requiring manual effort for each booking.

3. Enable Self Check-in Options

When possible, set up self check-in capabilities at your property. This minimizes stress if communication is delayed and provides flexibility for your guests.

4. Request Early Confirmation

Send a message 2-3 days before check-in asking guests to confirm their arrival time. This helps ensure everyone is aligned and provides time to address any concerns.

5. Complete Your Guest Arrival Information

Make sure to add all relevant information to the Guest Arrival Information section in your account under Configuration. This ensures all guests have access to essential details before arrival.

Important Information About Guest Data

Please note the following about guest information and privacy:

• For Airbnb and Booking.com bookings, a guest's personal email may not be available as these platforms protect guest privacy
• Guest details are temporarily masked for new hosts until 2 days before check-in
• After your first confirmed check-in, guest details will be visible for all future reservations
• Account verification is required to receive payouts for bookings
• Holidu is not obligated to collect personal guest information on your behalf. If you need guest details for registration purposes, contact guests directly

Summary

Effective communication with guests begins with understanding which contact methods are available through each platform. When you cannot reach a guest, remain patient and try multiple communication channels. Always maintain a professional and friendly tone. For urgent situations where check-in is imminent and you've exhausted all contact options, our Support Team is available to assist you through your Holidu account. By implementing best practices such as clear arrival instructions and automated messages, you can significantly reduce communication challenges before they occur.