Staying in touch with your guests before they arrive is one of the most important parts of being a host. Whether you need to confirm arrival times, provide check-in instructions, or address last-minute questions, knowing how to reach your guests across different booking platforms can make all the difference. This guide explains how to contact guests on Airbnb, Booking.com, and Holidu, and what steps to take if you're having trouble reaching them.

Use Guest Messaging to Contact Guests Across All Platforms

The most reliable and efficient way to contact your guests before arrival is through Guest Messaging. This unified inbox consolidates all guest conversations from every booking channel into one place, whether the reservation came through Airbnb, Booking.com, Holidu, Vrbo, or your own website.

How to Access Guest Messaging

• Navigate to Messages → Inbox in your dashboard to view all guest conversations
• Alternatively, open a specific booking in the Bookings tab and click the message link within the booking details to chat directly with that guest

Guest Messaging is designed to be your primary communication channel with guests, offering a consistent experience regardless of which platform the booking originated from.

AI Assistant for Faster Responses

Holidu includes an AI Assistant at no additional cost that can automatically respond to common guest inquiries about check-in times, amenities, directions, and other frequently asked questions. The AI Assistant learns from topics you configure in your account settings and can handle routine conversations while you focus on other hosting tasks.

The AI Assistant also automatically translates messages between your language and your guest's language, removing language barriers and ensuring smooth communication. You can take over any conversation at any time or adjust which topics the AI handles whenever you prefer.

Guest Contact Details by Booking Channel

While Guest Messaging works seamlessly across all platforms, the availability of additional contact information varies depending on where the booking originated.

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 guest privacy by masking personal contact information. The guest's personal email address will only become visible if they complete the Holidu arrival form.

Important Note for New Hosts

If you are a new host who has not yet completed your first confirmed check-in, guest contact details will remain masked until 2 days before the arrival date. After your first successful check-in, this restriction is removed, and you will have access to contact details for all future bookings.

What to Do If You Cannot Reach Your Guest

If your initial attempts to contact a guest through Guest Messaging have not been successful, follow these steps in order to maximize your chances of reaching them:

Step 1: Use Guest Messaging

Always start with Guest Messaging, as this is the most direct and reliable communication channel. Send a friendly, concise message confirming key details like arrival time and check-in instructions. Many guests check messaging first before responding to other contact methods.

Step 2: Send a WhatsApp Message

If the guest's phone number is visible in your booking details, WhatsApp is often an effective secondary contact method. Send a short, polite message introducing yourself and your property, and ask them to confirm their arrival plans.

Step 3: Make a Phone Call

If you have not received a response via WhatsApp after a reasonable time, a direct phone call can be very effective. Keep the conversation brief and friendly, focusing on confirming their arrival time and addressing any immediate concerns.

Step 4: Send an Email

If the guest's personal email is available, follow up with a professional email message. Email is a good option for detailed information or when other contact methods have not yielded responses.

Example Message Template

Here is a friendly message template you can adapt for your property:

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

Contact Support for Persistent Issues

If your check-in is within the next 7 days and you have been unable to reach the guest through all available channels, contact our support team through the Holidu assistant. Our team can help verify booking details and attempt to reach the guest through the original booking channel if necessary.

Best Practices to Prevent Communication Issues

The best way to handle guest communication challenges is to prevent them from occurring in the first place. Follow these best practices to stay connected with your guests:

Message Guests Early

Send a friendly welcome message through Guest Messaging a few days before the guest's arrival. This sets a positive tone for the stay and confirms important details in advance. The AI Assistant can handle follow-up questions automatically, keeping guests informed without requiring your constant attention.

Provide Clear Arrival Instructions

Include detailed check-in instructions, location information, and access details well before the guest's arrival date. Clear instructions reduce the need for last-minute communication and help guests feel prepared and confident about their arrival.

Use Automated Messages

Guest Connect automated messages work alongside Guest Messaging to ensure timely communication. When guests reply to automated messages, the AI Assistant can continue the conversation, maintaining engagement without overwhelming your schedule.

Enable Self Check-In

Where possible, implement self check-in options such as keypad codes, smart locks, or access apps. Self check-in eliminates the pressure of real-time communication coordination and provides guests with flexibility and independence when arriving.

Request Arrival Confirmation

Ask guests to confirm their expected arrival time 2 to 3 days before they are scheduled to arrive. A brief confirmation message ensures that both you and the guest are aligned on timing and can prevent misunderstandings or missed connections.

Important Information About Guest Data

Holidu is not obliged to collect or provide guests' personal information on your behalf. If you need specific information from guests for registration or other purposes, you should request this information directly from the guests. Our support team is available 7 days a week if you need assistance navigating communication with your guests or require help reaching them through proper channels.

Summary

Effective guest communication before arrival is essential for a smooth check-in experience. Start with Guest Messaging as your primary channel, follow up through WhatsApp and phone if needed, and always maintain a friendly and professional tone. By implementing these best practices and contacting guests early in their booking timeline, you can minimize the risk of communication breakdowns and ensure a positive experience for both you and your guests. Remember that our support team is always available to assist if you encounter persistent communication challenges with a guest.