How can I get the tenant's contact details?

You've received a booking request and want to contact the guest by phone or email to arrange their arrival? We'll explain when you get their contact details, how to get them sooner, and why these exchanges are initially restricted.

1. Before confirmation: use Roomlala messaging

Until the booking is confirmed, all exchanges with the guest take place via the internal messaging system, accessible from My Bookings. You can answer their questions, specify your conditions, and introduce them to the accommodation without any limits.

At this stage, the guest's personal contact details (phone, email) are not passed on to you, and yours are not communicated to them either.

2. Why this rule at the start?

Rest assured, the aim is to protect both you and the guest:

  • By keeping exchanges on Roomlala, our team can intervene quickly in case of doubt, dispute, or attempted scam.
  • This avoids off-platform payments, which are not covered by any Roomlala guarantee.
  • You retain a complete history of your exchanges, useful in case of disagreement.

If you attempt to exchange a number, email, or external link in your messages, our system may detect these elements and hide them or temporarily block the conversation.

3. Upon confirmation: contact details are automatically provided

As soon as the guest has paid for their booking and you have accepted it from your account, the booking status changes to confirmed and you then receive:

  • The guest's phone number
  • Their email address
  • Useful information for organising their arrival

Their contact details are visible directly on their profile in the conversation. You can then call them or write to them outside of the messaging system to finalise practical details (arrival time, key collection, access code, etc.).

If the guest has already pre-paid and is awaiting your acceptance, clicking "Accept" immediately triggers the confirmation and gives you access to their contact details straight away.

4. Get contact details sooner with the Premium Pass

If you wish to be able to communicate freely with guests from the very first contact, Roomlala offers a Premium Pass for hosts. Its advantages:

  • You can request and communicate contact details in the messaging system without triggering moderation.
  • As soon as a guest sends you their contact details or displays them in their profile, you have access to them without waiting for confirmation.
  • Your exchanges benefit from a smoother process, without automatic filtering.

You can subscribe or find out more from the Premium Pass section of your account.

5. Best practices for an effective first contact

  • Respond quickly to initial enquiries: a responsive host inspires confidence and secures more bookings.
  • Ask your key questions in the messaging system (reason for stay, number of guests, estimated arrival time) before accepting.
  • Wait for official confirmation before providing the access code or the precise address of the accommodation.
  • If a guest insistently asks you to leave the platform or pay directly, decline and report them to our team.

Need help?

If your messages are blocked, if contact details do not appear even though the booking is confirmed, or if you have any doubts about a guest, contact us using the contact form in your account. We are here to help you.

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