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

Unexpected issues can arise during a guest's stay. Knowing how to handle on-site emergencies quickly and effectively helps protect your property and maintain guest satisfaction. Holidu's 7-day support team is here to back you up when you need it.

If you're on-site

Stay calm and maintain a helpful, approachable attitude. Address issues as quickly as possible to minimize disruption to the guest's stay.

• Listen to the guest's concern and understand the problem fully
• Take immediate action if it's a simple fix (such as explaining how appliances work or resetting systems)
• If something is broken and impacts the guest experience, prioritize fixing or replacing it right away
• Keep the guest informed about what you're doing and when the issue will be resolved

If you're not on-site

Arrange for someone to support your guests on your behalf. This might be a property manager, trusted friend, or local contact who can respond quickly if problems arise.

Health and safety emergencies

Address serious issues immediately. Problems like mould, gas leaks, electrical faults, or broken heating systems can affect guest safety and may entitle guests to compensation. Quick resolution helps avoid refunds and maintains your reputation.

• Assess whether the issue poses a direct safety risk
• If there's immediate danger, advise guests to leave the property and contact emergency services
• For serious but non-urgent issues, arrange professional repairs within 24 hours when possible
• Document all issues and actions taken

House rules violations

If a guest violates house rules, respond calmly and professionally.

• For minor breaches (such as excessive noise): Send a polite reminder referencing the specific rule and ask for immediate compliance
• For repeated violations: Contact our support team so we can communicate with the guest on your behalf
• For serious violations (such as unauthorized parties or illegal activity): Your safety is the priority. Contact local authorities first, then notify your booking channel and Holidu support

Getting emergency support from Holidu

Our specialized support team is available 7 days a week for on-site emergencies in your local language where available. We can help you:

• Navigate health and safety issues
• Communicate with guests about rule violations
• Find local contractors or emergency services
• Understand your responsibilities and guest rights
• Document incidents for insurance or legal purposes

Key tips for emergency situations

• Respond quickly—delays often make situations worse
• Stay professional and empathetic, even if the guest is upset
• Focus on guest safety first, property concerns second
• Keep records of all communications and actions taken
• Reach out to support early if you're unsure how to handle something

Being prepared and responsive to emergencies protects both your guests and your property. Don't hesitate to contact our support team—we're here to help you manage any crisis that arises during a stay.