As an STR/MTR operator focused on growing direct bookings, this is one of the largest friction points in the current direct booking workflow.
Many guests — especially relocation stays, workforce travelers, families, and longer-term guests — are uncomfortable entering payment information before asking basic questions or establishing trust with the host/property.
Platforms like Airbnb normalize pre-booking communication, and many guests now expect the ability to:
ask clarifying questions,
discuss special accommodations,
verify pet policies,
discuss extensions or custom stay lengths,
confirm property fit before committing financially.
Without an inquiry-first workflow, some guests abandon the process entirely.
This becomes even more important as operators scale direct booking efforts and try to create a professional hospitality experience outside OTA ecosystems.
Ideally, Hospitable could eventually support:
a “Contact Host” or “Ask a Question” button,
inquiry-only workflows without payment collection,
optional host approval flows,
configurable expiration timers for inquiries,
and host-controlled calendar hold behavior tied to those inquiries.
I believe this would significantly improve direct booking conversion rates and help professional operators compete more effectively with OTA guest experiences.
Lime Koala
•
May 20
The fact that this isn’t a feature and requires upvotes is asinine. The whole point of having a direct booking website is to be able to compete with the major platforms and take control of our booking traffic. Without a contact us feature or giving guests the ability to send a general inquiry to ensure the properties are a good fit hosts are at a huge disadvantage as this creates a HUGE friction point in potential conversion and gives platforms like Airbnb and VRBO the upper hand over traffic….. completely defeating the purpose. I lost a potential 20k booking because of this lack of feature and am not considering moving my business of off hospitable.
Hosts cannot provide a way for potential guests to contact them or ask questions through Direct Booking links before committing to a reservation. The only option available is for guests to select dates and submit a booking request.
Current workaround
There is no workaround within the Direct Booking flow. Guests who have questions before booking either:
Must book without getting their questions answered
Abandon the booking process entirely
Find the host through other channels (if possible)
Impact
Lost conversion opportunities: Potential guests who want to ask questions before booking (e.g., "Is there room for a crib?" or "Do you offer beach toys?") cannot do so, which may cause them to abandon the booking
Reduced guest confidence: Unlike platforms like Airbnb where pre-booking inquiries are standard, Direct Booking links offer no way to build rapport or address guest concerns before they commit
Limited direct booking growth: Hosts trying to convert returning guests or attract new direct bookings cannot offer the same level of pre-booking interaction that guests expect from other platforms
Proposed solution
Add a "Contact Host" button or inquiry form to the Direct Booking page that allows guests to send questions before booking. Inquiries should be routed to the host via their existing notification channels (email and/or text), consistent with how other guest messages are handled in Hospitable.
Unlock
This feature would enable hosts to:
Convert more visitors into direct bookings by answering questions and building trust before guests commit
Provide a booking experience comparable to major platforms like Airbnb
Successfully market direct bookings to returning guests and new visitors who expect the ability to communicate before booking
Apricot Honey
•
May 11, 2024
It's important for us to keep all guest communication in one place so we would like the contact us button to be available on the direct booking site on the main page and each listing page.
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Comments4
Lime Koala
May 24
Strongly support this feature request.
As an STR/MTR operator focused on growing direct bookings, this is one of the largest friction points in the current direct booking workflow.
Many guests — especially relocation stays, workforce travelers, families, and longer-term guests — are uncomfortable entering payment information before asking basic questions or establishing trust with the host/property.
Platforms like Airbnb normalize pre-booking communication, and many guests now expect the ability to:
ask clarifying questions,
discuss special accommodations,
verify pet policies,
discuss extensions or custom stay lengths,
confirm property fit before committing financially.
Without an inquiry-first workflow, some guests abandon the process entirely.
This becomes even more important as operators scale direct booking efforts and try to create a professional hospitality experience outside OTA ecosystems.
Ideally, Hospitable could eventually support:
a “Contact Host” or “Ask a Question” button,
inquiry-only workflows without payment collection,
optional host approval flows,
configurable expiration timers for inquiries,
and host-controlled calendar hold behavior tied to those inquiries.
I believe this would significantly improve direct booking conversion rates and help professional operators compete more effectively with OTA guest experiences.
Lime Koala
May 20
The fact that this isn’t a feature and requires upvotes is asinine. The whole point of having a direct booking website is to be able to compete with the major platforms and take control of our booking traffic. Without a contact us feature or giving guests the ability to send a general inquiry to ensure the properties are a good fit hosts are at a huge disadvantage as this creates a HUGE friction point in potential conversion and gives platforms like Airbnb and VRBO the upper hand over traffic….. completely defeating the purpose. I lost a potential 20k booking because of this lack of feature and am not considering moving my business of off hospitable.
Amaranth Bat
Apr 24
•Merged request
•2 votes
Guest inquiry option for Direct Booking links
Problem statement
Hosts cannot provide a way for potential guests to contact them or ask questions through Direct Booking links before committing to a reservation. The only option available is for guests to select dates and submit a booking request.
Current workaround
There is no workaround within the Direct Booking flow. Guests who have questions before booking either:
Impact
Proposed solution
Add a "Contact Host" button or inquiry form to the Direct Booking page that allows guests to send questions before booking. Inquiries should be routed to the host via their existing notification channels (email and/or text), consistent with how other guest messages are handled in Hospitable.
Unlock
This feature would enable hosts to:
Apricot Honey
May 11, 2024
It's important for us to keep all guest communication in one place so we would like the contact us button to be available on the direct booking site on the main page and each listing page.