Do you have trouble reaching your guest and are you worried they won't come to the property handover? See our guidance in this article.
The guest hasn't communicated with me before moving in. What should I do?
The article was updated on 7. 6. 2024.
If a guest doesn't communicate with you and your lease agreement isn't yet valid, it's possible that the guest isn't interested in the booking anymore and the lease will get canceled. Once the guest's 24-hour protection period for lease finalization ends, we recommend that you proceed this way and cancel the lease agreement so your listing is shown as available in the given period and another guest can book it.
However, if your lease agreement is already valid and you can't reach the guest (either via Flatio messaging system, the guest's phone number, or their direct email address), please contact us and we will try to reach the guest ourselves.
In most cases, we can reach the guest and ask them to reply to your messages. However, if the situation doesn't get resolved this way, we will ask you to go to the property handover at the agreed time and wait for the guest's arrival.
- If they show up, you can accommodate them and everything will be in order.
- In case the guest doesn't show up for the property handover, based on the agreed terms, you will need to hold the property for this guest for 7 days after the move-in date (assuming the booking was for 7+ days long).
- If the guest ends up moving in within this period, the lease will be kept upon the previous agreement.
- If the guest doesn't reach out or show up during this 7-day period, we will terminate the lease agreement so your listing can be booked by other guests. We will also send you the full first rent, which is in accordance with every cancelation policy type.
