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

Unexpected issues can arise during a guest's stay. Knowing how to handle them quickly and effectively is essential for maintaining a positive guest experience. Holidu's 7-day support team is here to back you up when you need it.

If you're on-site

Stay calm and approach the situation with a helpful attitude. Address issues promptly and communicate clearly with your guests. Many problems can be resolved through simple solutions—for instance, explaining how to use a facility or appliance often solves the issue. If something is genuinely broken and repair is necessary to ensure your guests have a quality stay, prioritize fixing it right away.

If you're not on-site

Arrange for someone reliable to support your guests in your absence. This could be a co-host, property manager, or trusted local contact who can respond to issues and help maintain guest satisfaction.

For urgent issues

Health and safety concerns

Serious issues like mould, broken appliances, or safety hazards require immediate action. Guests may be entitled to compensation if these problems significantly impact their stay, so addressing them quickly helps protect both guest satisfaction and your property's reputation.

House rules violations

Start with a polite, direct reminder of your house rules and request immediate compliance. Clear, calm communication typically resolves most situations quickly. If the behavior continues or escalates, contact our support team—we can help communicate with the guest on your behalf and work toward a resolution.

Serious violations or illegal activity

Your safety is the top priority. If you witness illegal activity or feel unsafe, contact local authorities immediately before notifying the booking platform.

Emergency support

When you need assistance, our specialized support team is available 7 days a week to help with emergencies. We provide guidance in your local language where available and can step in to support you and your guests during urgent situations.