Unexpected issues can come up during a guest's stay. Holidu's specialised support team is available 7 days a week to help you handle on-site emergencies, in your local language where available.

How do I handle an on-site emergency?

If you are on site, stay calm and act quickly. Address the issue right away, keep a friendly and approachable attitude, and walk the guest through a simple fix where possible. If something is genuinely broken and leaving it would affect the stay, resolve it immediately.

What should I do if I am not on site?

Make sure someone can step in to support your guests on your behalf. This person should be able to respond quickly and act on your instructions if an emergency occurs.

How do I handle urgent health and safety issues?

Serious issues, such as mould or broken appliances, need fast action. Guests may be entitled to a refund if these problems affect their stay. Resolving them quickly helps you avoid financial consequences and keeps guest satisfaction high.

How do I handle house rule violations?

If a guest breaks your house rules, for example by hosting a party, start with a polite reminder of the rules and ask for immediate compliance. Clear, calm communication usually resolves the issue quickly.

If the behaviour continues, contact Holidu customer support. A team member can step in and communicate with the guest on your behalf.

What should I do in case of illegal activity?

For serious rule violations or any illegal activity, your first priority is safety. Contact local authorities immediately, before notifying the relevant booking channel.

How can I get emergency support from Holidu?

Holidu's specialised support team is available 7 days a week for emergencies. The team is here to guide you through any issues that come up during a stay.