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

Unexpected issues can arise during a guest's stay. Learn how to handle on-site emergencies effectively with support from our 7-day customer support team.

If you're on-site

Stay calm and maintain a helpful, positive attitude. Address issues promptly to minimize disruption to your guest's experience. In many cases, simple explanations or demonstrations can resolve problems. If something is genuinely broken and affects the guest's stay, prioritize fixing it immediately to maintain satisfaction and avoid potential refund requests.

If you're not on-site

Arrange for someone to support your guests on your behalf. This ensures any issues are handled quickly and professionally, even when you're away from the property.

For urgent issues

Health and safety concerns

Serious issues like mould or broken appliances require immediate attention. Guests may be entitled to a refund if safety concerns aren't resolved quickly. Acting fast helps prevent financial consequences and maintains guest satisfaction.

House rules violations

If a guest breaches your house rules, such as hosting an unauthorized party, start with a polite, clear reminder of the rules and request immediate compliance. Direct communication typically resolves issues quickly.

If the violation continues, contact our customer support team so a representative can communicate with the guest on your behalf.

Serious violations or illegal activity

Your safety is the priority. Contact local authorities immediately before notifying the booking channel for any serious rule violations or illegal activity.

Emergency support availability

Our specialized support team is available 7 days a week for emergencies, in your local language where available. We're here to guide you through any challenges that arise during a guest's stay.