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 helps protect your property and maintain positive guest relationships. Our 7-day support team is available to back you up when emergencies occur.

What to do if you're on-site

Stay calm and maintain a helpful, approachable attitude toward your guests. Address issues promptly to minimize disruption to their stay.

• Assess the situation and take immediate action to resolve minor issues
• Communicate clearly with your guest about what happened and your plan to fix it
• For problems affecting the guest's comfort or safety, prioritize quick resolution

What to do if you're not on-site

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

How to handle common emergency situations

Health and safety concerns

Issues like mold, broken appliances, or safety hazards require fast action. Addressing these promptly prevents guest dissatisfaction and potential refund requests.

House rules violations

Start with a polite, calm reminder of your house rules and ask for immediate compliance. Clear communication usually resolves these situations quickly.

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

Serious violations or illegal activity

Your safety is the priority. Contact local authorities immediately if you encounter illegal activity or serious violations. After contacting authorities, notify the relevant booking channel about the situation.

Getting emergency support from Holidu

Our specialized support team is available 7 days a week for emergencies. We can help guide you through issues, mediate with guests, and provide solutions tailored to your situation. Support is available in your local language where possible.

Reach out to our emergency support team when you need immediate assistance with guest situations, property issues, or rule violations that require professional intervention.