Unexpected issues can come up during a guest's stay. Here is how to handle them on-site, when you are not on-site, and how Holidu's support team can back you up.

What should I do if an emergency happens while I am on-site?

Stay calm and helpful, and address the issue quickly with a positive, approachable attitude. Many problems can be resolved by walking the guest through how something works. If something is genuinely broken and would affect the stay, address it immediately.

What if I am not on-site when an emergency happens?

Make sure someone can step in and support your guests on your behalf, such as a local contact, co-host, or property manager. Share their details with your guests before they arrive.

How do 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, so resolving problems quickly helps avoid financial consequences and keeps guest satisfaction high.

How do I handle house rules violations during a stay?

Start with a polite reminder of your house rules and ask the guest to comply immediately. Clear, calm communication usually resolves things quickly.

If the behavior continues, contact Holidu customer support so a team member can step in and communicate with the guest on your behalf.

What should I do in case of illegal activity or serious rule violations?

Your first priority is safety. We strongly recommend contacting local authorities immediately, before notifying the relevant booking channel.

How can I get emergency support from Holidu?

Holidu's specialized support team is available 7 days a week for emergencies, in your local language where available. The team will guide you through any issues that come up during a stay.

For more answers, visit the Holidu Help Center.