If a guest faces an unexpected issue during their stay, respond calmly and quickly. If you are on-site, address the problem immediately. If you are not, make sure someone can step in for you. For urgent or serious situations, Holidu's specialised support team is available 7 days a week to help you manage the emergency.

What should I do if I am on-site during a guest emergency?

Stay calm and helpful, and address the issue as quickly as possible. Keep a positive, approachable attitude. Many problems can be resolved simply by showing the guest how something works. If something is genuinely broken and not fixing it would affect the stay, act on it immediately.

What should I do if I am not on-site?

Arrange for someone to support your guests on your behalf before an issue arises. This person should be able to respond quickly, understand your property, and communicate with the guest during the stay.

How should I handle urgent health and safety issues?

Act fast on serious issues such as mould or broken appliances. Guests may be entitled to a refund if the property is not in a safe or suitable condition. Resolving the problem quickly helps you avoid financial consequences and keeps guest satisfaction high.

How should I handle house rule violations?

Start with a polite reminder of your house rules and ask the guest to comply right away. Clear, calm communication usually resolves the situation. Follow these steps if needed:

1. Politely remind the guest of the relevant house rule.
2. Ask for immediate compliance.
3. If the behaviour continues, contact Holidu customer support so a team member can step in and communicate with the guest on your behalf.

For serious rule violations or any illegal activity, prioritise safety. Contact local authorities immediately, before notifying the relevant booking channel.

When is emergency support available?

Holidu's specialised support team is available 7 days a week for emergencies. Support is offered in your local language where available. You can find more help topics in the Holidu Help Center.