How can I get in touch with my guests?

How you're able to contact your guests depends on the type of listing you have. 
 

Free listings

Both the guest’s and your contact details are kept private until the guest has made a payment to confirm their booking. The guest can still email you via your listing, or can reply to one of your messages.

All messages (before booking) and all payments must be processed via our site. This is to fulfil the terms of your free listing, and to allow the guest to be covered by Payment Protection.

 
The contact details are kept private so that all messages and payments are processed via our site, fulfilling the terms of your free listing. This allows guest payments to be covered by the Payment Protection.

Once a guest has made a payment to secure their booking, we’ll send them an email confirming all the details. Upon paying their full balance, we'll email them one or more of your phone numbers, just in case they have any questions. They’ll also see this info when they sign in to view their booking online.  

You can see the guest’s contact details as soon as they’ve fully paid for their booking. Go to 
Inbox, open the relevant message and under Guests, click Get contact info.


You can reply to guest's messages through your personal email account. Just click Reply on the email notification you’ve received from us.  

 
Annual listings
 
As you’ve paid for your listing up front, travellers will see your phone number(s) on your listing, if you want them to. The guest can email you via your listing, or by replying to one of your messages.

Please note: Any payments taken offline will not be covered by Payment Protection.

If you use online booking: once a guest has made a payment to secure their booking, we’ll send them an email confirming all of the details. This will include one or more of your phone numbers, just in case they have any questions. They’ll also see this information when they log in to view their booking online.

Even if you don’t use online booking, we may use your number(s) to get in touch if a guest has had trouble contacting you.

You can see the guest’s contact details at any time. Go to 
Inbox, open the relevant message, and under Guests, click Get contact info

Please note: we may occasionally use your phone number(s) to send you important service updates.
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