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

Unexpected issues can arise during a guest's stay. Understanding how to handle on-site emergencies effectively ensures guest safety and satisfaction while protecting your property. Our 7-day support team is available to assist you through any crisis situation.

What to do if you're on-site during an emergency

Your immediate response is critical. Stay calm and maintain a helpful, approachable attitude toward your guests. Act quickly to address the issue to minimize disruption to their stay and prevent further damage to your property. Many problems can be resolved through clear communication and quick thinking.

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 respond immediately to emergencies and take necessary action when you cannot be physically present.

Handling health and safety concerns

Health and safety issues require immediate attention. Problems such as mould, broken appliances, or structural damage can affect guest wellbeing and may entitle guests to compensation. Addressing these issues promptly protects both your guests and your financial interests while maintaining positive guest satisfaction.

Managing house rule violations

Start with a polite, calm reminder of your house rules and request immediate compliance. Examples include unauthorized parties, excessive noise, or other guest conduct that violates your property terms. Clear communication typically resolves these situations quickly without escalation.

If the behavior continues after your reminder, contact our customer support team. A team member can intervene and communicate with the guest on your behalf, helping to resolve the situation professionally.

Serious violations and illegal activity

For serious rule breaches or any illegal activity, prioritize safety first. Contact local authorities immediately before notifying your booking channel. Your safety and that of your guests is paramount.

Getting emergency support

Our specialized support team is available 7 days a week to help with emergencies. Support is provided in your local language where available. We're here to guide you through any issues that occur during a guest's stay, providing expert advice and intervention when needed.