If an unexpected issue comes up during a guest's stay, act quickly, stay calm, and address the problem right away. If you cannot step in yourself, make sure someone can support your guest on your behalf. Holidu's specialized support team is available 7 days a week for emergencies.

What should I do if I'm on-site during an emergency?

Stay calm and helpful, and fix the issue as quickly as you can. Guests respond well to a positive, approachable attitude. For example, if the heating isn't working, showing the guest how the controls work may solve the problem. If something is genuinely broken and not fixing it would affect the stay, address it immediately.

What should I do if I'm not on-site?

Arrange for someone to step in and support your guests on your behalf. This could be a trusted local contact or property manager who can respond quickly if the guest needs help.

How do I handle urgent health and safety issues?

Act fast on serious issues such as mould or broken appliances. Guests may be entitled to a refund if these problems affect their stay. Resolving them quickly helps you avoid financial consequences and keeps guest satisfaction high.

How do I handle house rule violations?

Start with a polite reminder of your house rules and ask the guest to comply immediately. Clear, calm communication usually resolves the situation quickly.

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

When should I contact local authorities?

For serious rule violations or any illegal activity, your first priority is safety. Contact local authorities immediately, before you notify the relevant booking channel.

When is emergency support available?

Our specialized support team is available 7 days a week for emergencies, in your local language where available. We are here to guide you through any issues that come up.

For more guidance, visit the Holidu Help Center.