Do you know if Air has access to the guest’s phone number. How did you contact Air? If you emailed then I would pick up the phone and call them. Even if the guest does not provide us the phone number, I would surely hope that Air requires that info before accepting payment. I only noticed recently that the phone number has not been listed. I think this is just a way of Air not wanting us to contact the guest after their stay. That way they have to book directly through the system.
Over what time frame have the three requests been made? I sometimes don’t hear anything back from guests when they are planning to arrive early.