Guests who don't respond to your messages: how to manage them without going crazy

Reservation confirmed three days ago. You send the welcome message with check-in instructions. Silence. You write again the next day. Nothing. There are 24 hours left until their arrival, and you still don't know if they're coming, at what time, or if they've read anything you've sent. Welcome to the club of owners suffering from ghost guests. In this post, I’ll explain why it happens, what to do when it does, and how to set up a protocol so it doesn't ruin your day.

Why a guest doesn't respond

Before stressing out, understand that most of the time it's not personal or malicious. The most common reasons are quite straightforward.

Notifications turned off

Many guests book through Airbnb or Booking, close the app, and don't reopen it until the day of travel. Notifications are muted or turned off altogether. Your message arrives, but no one sees it.

Time zone difference

If your guest is from the US, Australia, or Asia, when you write at 10 am, they are sleeping. And when they reply, you are sleeping. Two days can be lost in a ghost message exchange.

The message went to spam

If you've emailed outside the platform, there's a good chance it ended up in the spam folder. They haven't seen it.

The language

If you've written in Spanish to a guest who doesn't speak it, they might be waiting for a version in their language or simply don't understand what you're asking.

They are traveling

It seems obvious, but it happens a lot: the guest is literally flying, on a train without coverage, or in a country without data.

When to start worrying seriously

Not all silences are the same. Here's a practical guide.

Moment	Alert Level	What to do
Recent reservation, no response to welcome message	Low	Wait 24-48h
3-5 days before check-in	Medium	Insist through another channel
24-48 hours before check-in	High	Urgent protocol
On the day of check-in without news	Critical	Call and have a backup plan

The key is not to wait until the last day. If you activate the protocol early, you have room to maneuver. Waiting until day D is already late.

Step-by-step protocol when there's no response

Here's the order in which I would escalate communication. Do not skip steps: each filters a different type of guest.

Step 1: message through the platform

It's your first contact and should always go through the reservation channel (Airbnb, Booking, Vrbo). Reason: it’s recorded. If there's a dispute later, you have proof that you tried to communicate.

Be brief, clear, and ask a direct question. No long paragraphs. Example:

"Hello Marco, three days until your arrival. Do you already know what time you'll arrive at the apartment? I need to confirm this to prepare your check-in. Thanks."

Step 2: second message 24h later

If there's no response, insist. Without blaming or reproaching. Just remind. Add real urgency, not fake.

"Hello again Marco, I haven't received a reply. I need to know your arrival time to give you access to the apartment. Without this information, I can't prepare the check-in properly."

Step 3: change channel

If you have their email or phone number (Booking provides them, Airbnb does not until 48h before), contact them via WhatsApp or email. Sometimes they just don't check the app.

A well-written WhatsApp message with a profile photo of you (recognizable as the owner) can unlock about 80% of cases.

Step 4: phone call

This is the last resort before escalating to the platform. Many guests are pleasantly surprised when the owner calls: they feel a sense of closeness and respond immediately.

If they don't answer, leave a clear voicemail: who you are, why you're calling, and ask them to call back urgently.

Step 5: report to the platform

If 24 hours before check-in you still have no response via any channel, contact Airbnb or Booking support. Explain you've tried to communicate without success. They can intervene and, in some cases, cancel the reservation without penalty.

Important: keep screenshots of all your communication attempts. Without proof, the platform won't support you.

On the day of check-in without news: what to do

If the day arrives and you know nothing, you must decide quickly.

Option A: prepare the apartment as if they are coming. If it's a prepaid reservation, it's likely they'll show up even if they haven't notified. Leave everything ready, with instructions sent and accessible.

Option B: they don't show up. Wait until the end of the day (some guests don't bother to notify of a no-show). Document with photos that the apartment was ready and available. If they don't appear, mark the reservation as no-show on the platform to avoid losing money.

Option C: they suddenly show up. Be professional. Don't scold them for three days of silence. Note the incident mentally and in your guest record, but attend to them normally. Your review will already reflect what happened.

How to minimize this from happening again

The best management is prevention. With these adjustments, you'll reduce ghost guests by 70-80%.

Automate the first message

Set it to send automatically once the reservation is confirmed. Don't wait to have time to write it. The sooner they receive it, the more room you have.

Ask for explicit confirmation

In the initial message, include a question that requires a reply: "Can you confirm you've received the instructions?" or "What approximate time will you arrive?". A message without a question is a message no one responds to.

Staggered reminders

Create a sequence: message upon booking, message 5 days before, 48h before, and on the day of arrival. If any step remains unanswered, alarms will go off earlier.

Check-in form with real data

If you use a system where the guest fills in their details before arrival (name, ID, estimated arrival time), you already know if they're responding or not. Plus, you comply with the Traveler Registration SES Lodgings.

If the guest fills out the form, you know they're active. If they don't within 48h, you know there's a problem.

Use multiple channels from the start

In your initial message, give your WhatsApp and ask for theirs. Multiply the ways they can reply.

Common mistakes we make with silent guests

• Sending 5 messages in 2 hours. Seems like harassment. Space out attempts.
• Starting to accuse in the second message. "I've been writing to you for days" only worsens the relationship.
• Cancel the reservation on your own. Never. Let the platform decide. If you cancel, you'll be penalized.
• Not documenting. Without screenshots and records, you'll lose in case of dispute.
• Assuming they won't come. 90% of silent guests show up. Always prepare the apartment.

How Autoregistro fits in

One reason guests disappear is because they receive messages with long, confusing instructions: send ID by email, give me all travelers' details, tell me the passport number... In the end, it overwhelms and they do nothing.

With Autoregistro, you send just one link. The guest enters, fills out their details and those of their companions in a simple form, and that's it. The data is sent automatically to SES Lodgings, complying with the Traveler Registration regulations.

Collateral effect: since the form is so easy to fill out, most complete it as soon as they book. This serves as a thermometer. If they haven't filled it out 48h before check-in, you know that guest is one to follow up on. Plus, it costs 1 euro per month per property, less than a coffee. You can see more at autoregistro.es.

Frequently Asked Questions

Can I cancel a reservation if the guest doesn't respond?

Not on your own. If you cancel, the platform penalizes you (calendar blocks, commissions, lower ranking). The correct thing is to document your attempts and ask the platform to intervene.

How long should I wait before reporting to Airbnb or Booking?

If 48 hours before check-in you have no response via any channel, contact support. Before that, it's unlikely they'll act. After, it's too late.

Should I leave instructions accessible even if not confirmed?

Yes. Send them through the platform and keep them available. If they arrive unannounced and can't enter, it's your fault even if they haven't responded.

What do I do if they arrive at dawn without warning?

If you have automated check-in (smart lock, safe with code), no problem. If in person, it's your decision: you can charge an extra for late-night arrival or deny access until the next day if they haven't respected your hours. Make it clear in your listing how it works.

Can I leave a bad review for a guest who didn't respond?

Yes, and you should. Be objective: "Guest who didn't respond to pre-check-in messages and made coordination difficult." You help other owners and inform them.