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

Unexpected issues can arise during a guest's stay. Here's how to handle on-site emergencies and get the support you need to resolve them quickly.

If you're on-site

Stay calm and maintain a helpful attitude. Address the issue as quickly as possible while keeping a positive and approachable demeanor. In many cases, walking your guests through how something works can resolve the problem. If something is genuinely broken and would negatively impact the guest's stay, address it immediately to prevent further complications.

If you're not on-site

Arrange for someone to support your guests on your behalf. This ensures that any issues that arise during their stay can be handled promptly and professionally.

Handling urgent issues

Health and safety concerns

For serious issues such as mold or broken appliances, take action immediately. Guests may be entitled to a refund if health and safety issues are not resolved quickly. Acting fast helps avoid financial consequences and maintains high guest satisfaction.

House rules violations

If a guest breaks your house rules, start with a polite reminder of the rules and ask for immediate compliance. Clear, calm communication typically resolves most situations quickly.

If the behavior continues, contact our customer support team. A team member can step in and communicate with the guest on your behalf.

Serious violations and illegal activity

For serious rule violations or any illegal activity, your priority is safety. We strongly recommend contacting local authorities immediately before notifying the relevant booking channel.

Emergency support available

Our specialized support team is available 7 days a week for emergencies. We provide assistance in your local language where available and are ready to guide you through any issues that arise during a guest's stay.