How to Manage Unresponsive Guests

It’s not uncommon for hosts to experience situations where guests don’t immediately reply to messages or calls. This can be stressful, especially when check-in is approaching. Here’s how to handle these situations effectively.

1. Double-Check the Contact Details

Make sure you’re using the correct contact information:

1. Log in to your Holidu Host Account: Log in for hosts.
    
2. Go to the Bookings section (top right-hand corner).
    
3. Verify that the contact details you are using (phone number, WhatsApp, or email) match those provided in the booking.

Note: For bookings made via Booking.com or Airbnb, the guest’s personal email may not be available, as these platforms keep such details private and use the platform’s internal messaging system. Guests are not required to provide their private email. In these cases, try contacting them using the phone number or WhatsApp.

2. Try Multiple Contact Methods

Guests may respond faster through one channel than another. Try reaching out via:

• WhatsApp: Send a short, polite message.
   
• Call: If there’s no reply on WhatsApp, give them a quick call.
   
• Email: If available, follow up by email.

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

“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!”

3. If You Still Can’t Reach Them

If you’ve tried all available methods and the check-in is within the next 7 days, please contact our Support Team at the bottom of this article.

• They’ll help verify the booking details and reach out to the guest directly if necessary.
   
• Our team can also contact the guest through the platform where the booking was made (for example, Booking.com or Airbnb) to ensure a more direct line of communication.

Best Practices to Avoid Communication Gaps

To reduce the chances of guests being unresponsive in the future, we recommend:

1. Send clear arrival instructions in advance
   Make sure guests know the check-in time, location, and access details.
   Learn how to add arrival info 
2. Use automated messages
   Send friendly reminders before arrival to confirm times or share access codes.
   Learn about Automated Messages
3. Enable self check-in whenever possible
   This helps avoid last-minute stress if communication is delayed.
4. Ask guests to confirm their arrival time a few days before check-in
   Send a simple message 2–3 days prior to ensure everyone is aligned. 
5. Tip: Be sure to add this information to the Guest Arrival Information section in your Holidu account under Configuration.

Even if guests don’t reply right away, don’t worry, most will get in touch once they’re closer to arrival.

By following these steps and keeping your information clear and automated, you’ll make the process smoother and more reliable for both sides.