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

Unexpected issues can arise during a guest's stay. Understanding how to handle emergencies effectively is crucial for maintaining guest satisfaction and property safety. Our support team is available 7 days a week to help you navigate these situations.

When you're on-site

Stay calm and maintain a helpful approach when addressing issues. A positive, approachable attitude often resolves problems quickly. Address the issue promptly to minimize impact on your guest's experience.

In many cases, simple guidance or explanation can resolve the problem without requiring external assistance. Act immediately if something is genuinely broken and would negatively affect the guest's stay.

When you're not on-site

Ensure you have a designated person who can support your guests on your behalf. Having a backup contact available is essential for addressing urgent issues that require immediate attention.

Managing urgent issues

Health and safety concerns

Serious issues such as mold or broken appliances require immediate action. Quick resolution helps prevent guest refund claims and maintains positive satisfaction ratings. Addressing these problems promptly demonstrates your commitment to guest safety.

House rules violations

Start with a polite reminder of your house rules and request immediate compliance. Clear, calm communication typically resolves most situations. If the behavior continues or escalates, contact our customer support team so a specialist can communicate with the guest directly on your behalf.

Serious violations and illegal activity

Your safety is the top priority. For serious rule violations or any illegal activity, contact local authorities immediately before notifying the relevant booking channel.

Getting emergency support

Our specialized support team is available 7 days a week for emergencies. We provide assistance in your local language where available and are ready to guide you through any issues that arise during guest stays.

Reach out to our customer support team whenever you need help managing an on-site emergency. We're here to help you resolve situations quickly and protect both your property and guest experience.