Who is responsible for informing the guest if something happens? April 29, 2021 15:17 Updated If there is an issue with the booking prior to the guest arriving at the property, you should contact Impala directly at firstname.lastname@example.org and our team will assist and liaise with the guest. Related articles What do I do if there is a no-show? Which cancellation policy applies to the booking? How do I know from which distribution partner the booking comes? What do I do if the guest cancels their booking directly with the hotel? Does the hotel need to create an invoice?