How to Contact Your Guest Before Arrival

Clear communication before check-in helps your guests arrive smoothly and gives you peace of mind. This help center article explains how to contact guests before arrival for bookings made through Holidu, Airbnb, and Booking.com, what guest details you can see on each channel, and what steps to take if you cannot reach your 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 Holidu, Airbnb, Booking.com, or your own host website. It 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 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 answer common guest questions about check-in, amenities, and directions, based on the topics you have assigned 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 amount of contact information you can see depends on where the booking came from.

For Airbnb and Booking.com bookings, the platform keeps the guest's personal email private. The guest's personal email becomes visible 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 2 days before check-in. After your first successful check-in, this restriction no longer applies to future bookings.

Steps to Take If You Cannot Reach Your Guest

If your guest does not respond, 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 you have the guest's number, send a short and polite message.
3. Phone call: If there is still no reply on WhatsApp, try calling.
4. Email: Follow up by email if you have access to the guest's address.

Example Message to Send

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. We are looking forward to welcoming you!

When Check-In Is Within 7 Days

If check-in is within the next 7 days and you have had no response on any channel, contact the Holidu support team through the contact form. Our team can help verify booking details and, where needed, 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 methods above.

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, property location, and access details. Add arrival information to your listing so guests can find it easily.
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 message keeps everyone aligned and makes it easier to spot problems early.

Need More Help?

If you have questions about contacting guests or need support with a booking, please use the contact form. Our local language support team is available 7 days a week to help.