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

Unexpected issues can arise during a guest's stay. Knowing how to handle them effectively—and when to reach out for help—ensures guest satisfaction and protects your property. Holidu's support team is available 7 days a week to assist with emergencies.

If you're on-site

Take immediate action to resolve the issue:

• Stay calm and maintain a helpful, approachable attitude
• Address the problem quickly to minimize disruption to the guest's stay
• Attempt simple solutions first—for instance, explaining how appliances work can often resolve misunderstandings
• If something is genuinely broken and affects the guest experience, fix it right away

If you're not on-site

Arrange for someone to support your guests on your behalf. This ensures issues are addressed promptly, even when you cannot be there in person.

Handling urgent issues

Health and safety concerns

Serious issues like mold, broken appliances, or gas leaks require immediate attention. Acting quickly helps:

• Protect guest wellbeing
• Prevent potential refund claims
• Maintain positive guest reviews

House rules violations

If a guest breaks house rules (such as hosting an unauthorized party), follow this approach:

• Politely remind the guest of your house rules
• Request immediate compliance
• Use clear, calm communication to resolve the issue

If the behavior continues or escalates, contact our support team. A team member will communicate with the guest on your behalf.

Illegal activity or serious violations

Your safety comes first. If you suspect illegal activity:

• Contact local authorities immediately
• Notify the relevant booking channel afterward

Getting emergency support

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.

When contacting support, have the following information ready:

• Your booking reference number
• A clear description of the emergency
• Steps you've already taken to resolve it