How can I get support with an on-site emergency?

Unexpected issues can happen during a guest's stay. Knowing how to respond quickly and when to seek help ensures guest safety and satisfaction. Holidu's support team is available 7 days a week to assist with urgent situations.

When you're on-site

Stay calm and maintain a helpful, approachable attitude. Address the issue promptly and professionally.

• Listen to your guest and understand the problem fully
• Take immediate action if the issue affects guest safety or comfort
• Document what happened and steps you've taken to resolve it
• Keep communication clear and transparent throughout the process

When you're not on-site

Arrange for someone trustworthy to be available to support your guests on your behalf. This could be a co-host, property manager, or local contact who can respond to urgent requests quickly.

Priority emergency situations

Health and safety concerns

Serious issues like mould, gas leaks, electrical hazards, or broken appliances require immediate attention. Act fast to resolve these problems, as they may entitle guests to compensation and significantly impact their stay experience.

House rules violations

If guests violate house rules, such as hosting unauthorized parties or exceeding occupancy limits:

1. Politely remind them of your house rules
2. Ask for immediate compliance in a calm, professional manner
3. Document the violation and your communication
4. If the behavior continues, contact Holidu support for assistance

Illegal activity or serious safety threats

If you witness illegal activity or face a serious safety threat, contact local authorities first. This is your top priority. Notify the relevant booking platform after ensuring immediate safety.

Getting emergency support from Holidu

Our specialized support team is available 7 days a week for emergencies in your local language where available. We can help you:

• Navigate urgent guest situations
• Communicate with guests when needed
• Address property maintenance emergencies
• Handle disputes and rule violations professionally

Reach out to our support team immediately when facing an on-site emergency. We're here to guide you through any issue that arises during a guest's stay.

Key takeaways

• Stay calm and respond quickly to emergencies
• Prioritize guest safety above all else
• Arrange backup support if you're frequently away from your property
• Contact local authorities for serious safety threats or illegal activity
• Use Holidu's 7-day emergency support team when you need professional assistance