If you’ve opened a new reservation recently and noticed the guest's phone number is missing, or displays as a placeholder (like 0000000000 or 123456789), please don’t worry! Your system is working exactly as it should. This is a standard safety measure controlled by the booking sites, not a glitch in your NightsBridge.
Why has this changed?
To help protect guests from online scams and phishing, many booking platforms no longer share guest phone numbers directly with properties. Instead, they ask that all communications take place through their own secure, built-in messaging systems.
What will I see on my booking?
Instead of a real phone number, you might see:
- A completely blank space.
- A generic placeholder number (such as 0000000000, 1111111111, or 123456789).
Again, this is completely normal and is designed to keep both you and your guests safe.
How do I contact my guest?
Even without a direct phone number, getting in touch with your guest is still straightforward. The best way to reach them is to log in to the booking site’s extranet and use their secure chat or messaging feature.
You can easily use their messaging tools to:
- Send check-in instructions so they know how to find you.
- Ask for arrival details to ensure you are ready to welcome them.
- Answer guest questions about their upcoming stay.
- Set up scheduled messages (if the booking site supports this) to save yourself time.
Helpful guides for each platform
If you need a little help finding or using the messaging features on your connected booking channels, we’ve gathered the direct guides for you here:
| Booking Channel | Guidance |
|---|---|
| Airbnb | How to read and send messages to your guests |
| Booking.com | Contacting your guests via Booking.com |
| Expedia | How to contact a guest via Expedia |
| Agoda | How do I contact an Agoda guest? |