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

Unexpected issues can arise during a guest's stay. Knowing how to respond quickly and effectively—with Holidu's support team backing you up—helps protect your property and maintain positive guest relationships.

If you're on-site

Stay calm and approach the situation with a helpful, positive attitude. Address issues as quickly as possible to minimize disruption to the guest's stay.

Many problems can be resolved with clear communication and basic troubleshooting. Your willingness to help often turns a difficult situation into a positive guest experience.

For any issue that cannot be fixed immediately and impacts the guest's comfort or safety, take action to resolve it right away. This approach prevents escalation and potential refund requests.

If you're not on-site

Ensure someone can step in to support your guests on your behalf. This might be a co-host, property manager, or trusted local contact who can respond to emergencies quickly.

Having a backup plan in place means you can always provide timely assistance, even when you're unavailable.

For urgent issues

Health and safety concerns

Serious issues like mould, broken appliances, or unsafe conditions require immediate attention. Acting fast protects your guests and often prevents refund requests or negative reviews.

Addressing health and safety problems promptly demonstrates your commitment to guest wellbeing and helps maintain your property's reputation.

House rules violations

If a guest breaks your house rules—such as hosting an unauthorized party or violating your quiet hours policy—start with a polite, clear reminder. Most guests respond positively to respectful communication about your expectations.

If the behavior continues or escalates, contact our customer support team. A specialist can step in and communicate with the guest on your behalf, often resolving the situation professionally.

For serious violations or any illegal activity, prioritize safety first. Contact local authorities immediately before notifying the relevant booking channel.

Emergency support from Holidu

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

Don't hesitate to reach out when you need expert guidance or direct support during challenging situations.