Communicating with guests

Here's how and when to reach your guests.

Updated over a week ago

You may need to communicate with your guests before or during their stay. For example, in the event of an unforeseen event or to answer questions. Here’s what to know.

❗ Important

Please note that hosts are not to contact an insurer directly for any reason (see article 5 of our Terms and Conditions).

Means of communication

If you must contact your guests, do so first by e-mail or telephone. You have been given their contact details at the end of the entry form. If you lose them, write us and we'll share them with you.

As a last resort, you can show in person. In this case, notify the policyholder of the day and time of your visit. Remember to ask for their agreement before entering the accommodation, unless there is an emergency.

❗ Important

Guests have a right to their privacy. Contact them only for a valid reason and do not show up unannounced.

Information to communicate

You have already provided several pieces of information in the entry instructions. Perhaps you have even prepared a guide to your accommodation for guests. However, they might still have questions for you once there.

Here is the most frequently requested information:

  • How devices work. For example, the coffeemaker, the heat pump, television or alarm system.

  • Where are the supplies and equipment. For example, cleaning products, the vacuum cleaner or the iron.

When to refer to Sinistar

Invite guests to contact us directly if they have too many questions or you don't know how to answer them.

In particular, we can handle questions about:

  • The length of their stay

  • the progress of their work at their home

  • the insurer’s role

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