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

Unexpected issues can happen during a guest's stay. Knowing how to handle emergencies quickly and effectively helps protect your property and maintain guest satisfaction. Holidu's 7-day support team is here to back you up when you need it.

If you're on-site

Your immediate presence is your biggest advantage. Stay calm and approach the situation helpfully to resolve issues quickly.

• Address the problem promptly and maintain a positive, approachable attitude
• Attempt simple solutions first—many issues can be resolved through clear communication
• If something is genuinely broken and affects the guest experience, fix it immediately
• Keep your guest informed about what you're doing and how long the resolution will take

If you're not on-site

Arrange for someone reliable to support your guests on your behalf. This might be a property manager, local contact, or trusted team member who can respond quickly to urgent issues.

Types of on-site emergencies

Health and safety concerns

Serious issues like mould, gas leaks, electrical problems, or broken appliances require immediate action. These can impact guest safety and may entitle guests to refunds if left unaddressed.

• Prioritize guest safety above all else
• Address the issue as quickly as possible
• Document the problem and your response
• Fast resolution often prevents negative reviews and financial consequences

House rules violations

If a guest breaks your house rules—such as hosting an unauthorized party or exceeding occupancy limits—communicate calmly and clearly.

• Politely remind the guest of your house rules
• Request immediate compliance
• Most situations resolve with clear, calm communication
• If the behavior continues, contact Holidu support for assistance

Serious violations or illegal activity

Your safety is the priority. For serious breaches or illegal activity:

• Contact local authorities immediately if there is any threat to safety or property
• Notify Holidu support after contacting authorities
• Provide details about the incident and any steps you've taken

Getting help from Holidu support

When you need emergency assistance, our specialized support team is available 7 days a week. We can help guide you through urgent situations, communicate with guests on your behalf, and work toward a resolution.

• Support is available in your local language where available
• Contact us for serious rule violations or any situation that requires intervention
• We're here to support you during stressful emergencies

Key takeaways

Handle on-site emergencies by staying calm, acting quickly, and keeping communication open with your guest. For situations you can't resolve alone, don't hesitate to reach out to Holidu support—that's what we're here for.