How to get the tenant's contact information?

You've received a booking request and want to communicate with the tenant by phone or email to organize their arrival? We'll explain when you get their contact details, how to get them sooner, and why these communications are regulated initially.

1. Before confirmation: Use Roomlala messaging

Until the booking is confirmed, all communications with the tenant are done 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 tenant's personal contact details (phone, email) are not shared with you, and yours are not shared with them either.

2. Why this rule at the beginning?

Don't worry, the goal is to protect both you and the tenant:

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

If you attempt to share 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 transmitted

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

  • The tenant's phone number
  • Their email address
  • Useful information to organize their arrival

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

If the tenant has already prepaid and is awaiting your acceptance, clicking "Accept" immediately triggers the confirmation and gives you access to their contact details right away.

4. Get contact details sooner with the Premium Pass

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

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

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

5. Best practices for an effective first contact

  • Respond quickly to initial requests: a responsive host inspires confidence and secures more bookings easily.
  • Ask your key questions in the messaging system (reason for stay, number of tenants, estimated arrival time) before accepting.
  • Wait for official confirmation before providing the access code or the exact address of the accommodation.
  • If a tenant insists that you move off-platform or pay directly, decline and report it 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 tenant, contact us using the contact form in your account. We are here to assist you.

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