In most cases, a delayed response is not an immediate cause for concern, but hosts should continue communicating through Vidle Housing and contact Support if the lack of communication begins to affect the reservation.
Keep Communication on Vidle Housing
Always send reservation-related messages through the Vidle Housing messaging system whenever possible.
This provides:
A time-stamped record of your outreach.
Documentation of your attempts to communicate.
Helpful context if Vidle Housing Support needs to assist.
A clear communication history in the event of a dispute.
Avoid repeatedly contacting the traveler through multiple off-platform channels unless there is an urgent reason to do so.
If the Traveler Isn't Responding Before Check-In
If you need information from the traveler before arrival:
Send a clear message through Vidle Housing.
Explain what information or action is needed.
Include any relevant deadline.
Allow reasonable time for a response.
Follow up if the deadline is approaching.
Examples may include needing confirmation about:
Arrival time.
Parking arrangements.
Approved pets or additional occupants.
A required screening process that was clearly disclosed before booking.
Other important check-in details.
Do not cancel a confirmed reservation solely because the traveler has not responded unless instructed by Vidle Housing Support or otherwise permitted under applicable policies.
If the Traveler Doesn't Arrive for Check-In
If the traveler does not arrive on the scheduled check-in date and has not contacted you:
Send a message through Vidle Housing asking for an update.
Document the date and time of your outreach.
Keep the unit available for the reservation.
Do not immediately cancel the reservation or rebook the dates.
If you have not heard from the traveler within 24 hours of the scheduled check-in, contact Vidle Housing Support so our team can review the reservation and determine the appropriate next steps.
If the Traveler Stops Responding During the Stay
A traveler is not required to respond to routine messages immediately. However, contact Vidle Housing Support if the lack of communication affects an important reservation matter, such as:
Urgent maintenance.
Required property access with proper notice.
A significant safety concern.
A serious house rule violation.
An unresolved payment issue.
An upcoming check-out that requires coordination.
Another time-sensitive reservation matter.
Continue documenting all attempts to communicate.
What If You Need Access to the Property?
Do not enter the property solely because the traveler is not responding.
Hosts must follow applicable laws, lease terms, notice requirements, and emergency access rules.
If access is needed for maintenance, inspection, or another non-emergency reason, provide proper notice as required by applicable law.
If you believe there is an immediate emergency involving life, safety, fire, flooding, gas, or another urgent threat, contact emergency services or the appropriate local authority.
What If There Is a Payment Issue?
If a traveler is not responding and there is an unresolved payment issue, do not request payment through Venmo, PayPal, cash, wire transfer, or another off-platform method.
Contact Vidle Housing Support so the payment schedule and reservation status can be reviewed.
Hosts should not independently cancel the reservation, change locks, shut off utilities, remove belongings, or attempt to remove the traveler because of a payment issue without following applicable laws and receiving appropriate guidance.
When to Contact Vidle Housing Support
Contact Support if:
The traveler has not arrived or communicated within 24 hours of scheduled check-in.
The lack of response is preventing an urgent repair.
There is a significant safety concern.
A serious house rule violation remains unresolved.
An upcoming check-out requires immediate coordination.
A payment issue is affecting the reservation.
You are unsure whether the reservation should remain active.
Important Reminder
An unresponsive traveler does not automatically mean a reservation has been abandoned or canceled.
Do not rebook the property, remove the traveler's belongings, change the locks, or take other action without confirming the reservation status and following applicable laws.
If a traveler isn't responding and it's affecting your ability to manage the reservation, contact Vidle Housing Support.
Our team can review the reservation, communication history, payment status, and other available information to help determine the appropriate next steps.