If an unexpected issue arises during a guest's stay, act quickly and stay calm. If you are on-site, address the problem directly. If you are not, make sure someone can step in for you. For urgent or serious issues, Holidu's emergency support team is available 7 days a week, in your local language where possible.

What should I do if I am on-site during a guest's stay?

Stay calm and helpful, and address the issue as quickly as you can. Guests respond well to a positive, approachable attitude. Sometimes a simple walkthrough of how an appliance or system works is enough to fix the problem. If something is genuinely broken and would affect the stay, deal with it immediately.

What should I do if I am not on-site?

Make sure someone you trust can step in and support your guests on your behalf. This could be a local property manager, cleaner, or contact person. Share their details with your guests before arrival so they know who to reach if something goes wrong.

How do I handle urgent health and safety issues?

Act fast on serious problems such as mould, damp, or broken appliances. Guests may be entitled to a refund if these issues 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 right away. Clear and calm communication usually resolves the situation.

• Explain the specific rule that has been broken.
• Ask the guest to stop the behaviour immediately.
• Keep a record of your messages in case you need them later.

If the behaviour continues, contact Holidu's customer support. 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, and notify the relevant booking channel afterwards.

How do I reach Holidu's emergency support team?

Holidu's specialised support team is available 7 days a week for emergencies, in your local language where available. They can guide you through any issues that come up during a stay. For more guidance, visit the Holidu Help Center.