How to Contact Guests Before Arrival on Airbnb, Booking.com, and Holidu

Staying in touch with your guests before they arrive helps you confirm check-in details, answer questions, and avoid last-minute problems. This article explains how to contact guests before arrival for bookings made on Airbnb, Booking.com, and Holidu, which contact details you can see for each channel, and what to do if you cannot reach a guest.

Use Guest Messaging as Your Main Inbox

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

To access your messages:

• Go to Messages and then 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 detail view to go directly to that guest's conversation.

An AI Assistant is included at no extra cost. It can automatically handle common guest questions about check-in, amenities, directions, and more, based on the topics you assign to it in Manage settings. Messages are also automatically translated 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 you can see, such as a phone number or personal email, depend on where the booking came from.

Airbnb, Booking.com, and Vrbo keep the guest's personal email private. The guest's personal email becomes visible to you once they complete the Holidu arrival form.

New hosts: If you have not yet completed your first confirmed check-in, guest contact details stay masked until two 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 messages go unanswered, try the following methods in order:

1. Guest Messaging (Messages and then Inbox): This is always the best first step, regardless of booking channel.
2. WhatsApp: If the guest's number is visible to you, send a short, polite message.
3. Phone call: If there is no reply on WhatsApp, try calling. Please note that Booking.com and Airbnb no longer share guests' phone numbers along with reservation details, so this option is only available for bookings where the number is visible.
4. Email: If a guest's email address is visible, follow up by email.

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 had no response on any channel, contact our support team using the contact form in the Holidu help center. Include your booking reference and the booking channel so the team can verify the booking details and, if needed, help you reach the guest through the original booking channel.

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 the property. You can add arrival information in your listing configuration settings.
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. You can set these up in your listing configuration settings.
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 two to three days ahead. A short message keeps everyone aligned.

Collecting Guest Registration Details

Holidu is not obliged to collect guests' personal information on your behalf. If you need these details for registration purposes, please contact the guests directly through Guest Messaging. If you need help with this process or have other questions about contacting guests, use the contact form in the Holidu help center. Our local language support team is available seven days a week.