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

Unexpected situations can happen during a guest's stay. Knowing how to respond quickly and effectively is essential for maintaining guest satisfaction and protecting your property. Our support team is available 7 days a week to help you navigate emergencies.

If you're on-site during an emergency

Your immediate presence is valuable. Stay calm and maintain a helpful, approachable attitude. Many issues can be resolved quickly with clear communication and prompt action. If something is genuinely broken and could negatively impact the guest's stay, address it immediately to prevent further complications.

If you're not on-site

Arrange for someone reliable to support your guests on your behalf. This could be a co-host, property manager, or trusted local contact. Ensure they know how to reach you and understand your emergency protocols.

How to handle different types of emergencies

Health and safety concerns

Issues like mold, broken appliances, or structural damage require immediate attention. Acting quickly helps prevent guest dissatisfaction and potential refund claims, which protects both your reputation and finances.

House rules violations

Start with a polite, calm reminder of your house rules and ask for immediate compliance. Clear communication typically resolves issues quickly. If the behavior continues or escalates, contact our support team so a specialist 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 platform. Our team can provide additional support after authorities have been notified.

Getting emergency support from us

Our specialized support team is available 7 days a week for emergencies, with assistance available in your local language where possible. We're here to guide you through urgent situations and help coordinate solutions with your guests.

Having a clear action plan before an emergency occurs helps you respond confidently and protects both your guests and your property.