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 both your guests and your property. Holidu's 7-day emergency support team is here to back you up when you need it.

If you're on-site

Stay calm and address the issue promptly while maintaining a positive, helpful attitude. Many problems can be resolved with quick action and clear communication.

• Listen to your guest and understand what's wrong
• Take immediate steps to fix or prevent further damage
• Keep your guest informed about what you're doing
• Document the issue with photos if it's property-related

If something is broken and affects your guest's stay, prioritize fixing it right away. This prevents guest dissatisfaction and reduces the risk of refund requests or negative reviews.

If you're not on-site

Arrange for someone trustworthy to support your guests on your behalf. This could be a co-host, property manager, or local contact who can respond quickly to issues.

Handling urgent issues

Health and safety concerns

Serious issues like mould, gas leaks, or broken appliances that affect habitability need immediate attention. Taking action quickly often prevents refund requests and maintains good guest relationships.

House rules violations

Start with a polite, direct conversation. Remind your guest of the relevant house rule and ask for immediate compliance. Most issues resolve with calm, clear communication.

If the behavior continues, contact our customer support team. A specialist can step in to communicate with your guest on your behalf and help resolve the situation.

Serious violations or illegal activity

Your safety is the priority. If you witness illegal activity or feel unsafe, contact local authorities immediately before notifying the booking platform. Document everything and report it to our support team afterward.

Getting emergency support from Holidu

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 can guide you through resolving issues with your guests.

When you reach out, have the booking details and a brief description of the issue ready so our team can assist you quickly.