How do I get the tenant's contact details?

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

1. Before confirmation: use the Roomlala messaging system

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

At this stage, the tenant'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 beginning?

Rest assured, 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 avoids 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 try to exchange a number, an email, or an 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 account, the booking status changes to confirmed and you then receive:

  • The tenant's phone number
  • Their email address
  • Useful information to organise 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 handover, access code, etc.).

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

  • You can request and provide 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 a smoother process, 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 enquiries: a responsive host inspires confidence and secures bookings more 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 precise address of the accommodation.
  • If a tenant insists on moving off-platform or paying directly, decline and report it to our team.

Need help?

If your messages are blocked, if contact details don't 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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