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

Unexpected issues can happen during a guest's stay. Knowing how to respond quickly and effectively is crucial for maintaining guest satisfaction and protecting your property. Our support team is available 7 days a week to assist with emergencies in your local language where available.

If you're on-site

Stay calm and maintain a helpful attitude. Address issues promptly to minimize disruption to your guest's experience. Take immediate action on problems that could impact the quality of the stay, particularly health and safety concerns.

If you're not on-site

Arrange for someone to be available to support your guests on your behalf. This ensures any issues that arise during their stay can be handled quickly and professionally.

How to handle urgent issues

Health and safety concerns

For serious issues like mould or broken appliances, act immediately. Guests may be entitled to a refund if the property doesn't meet safety standards. Resolving problems quickly often prevents financial consequences and maintains guest satisfaction.

House rules violations

Start with a polite reminder of your house rules and ask for immediate compliance. Clear, calm communication typically resolves most situations quickly.

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

Serious rule violations or illegal activity

Your priority is safety. Contact local authorities immediately before notifying the booking platform.

Getting emergency support

Our specialized support team is available 7 days a week for emergencies. We provide guidance in your local language where available and can assist you through any issues that arise during a guest's stay.