If an unexpected issue comes up during a guest's stay, stay calm and address it quickly. If you are not on-site, make sure someone can step in for you. For urgent problems, such as health and safety concerns or serious house rule violations, act fast and contact Holidu's emergency support team, which is available 7 days a week.

What to do if you are on-site

Stay calm, helpful, and approachable. Address the issue as soon as you become aware of it. If something is genuinely broken and not fixing it would affect the guest's stay, resolve it immediately.

What to do if you are not on-site

Arrange for a trusted person, such as a property manager, cleaner, or local contact, to support your guests on your behalf. Make sure this person has access to the property and knows how to handle common issues.

How to handle urgent issues

Health and safety concerns

For serious issues such as mould or broken appliances, act quickly. Guests may be entitled to a refund if a problem affects their stay, so fast resolution helps avoid financial consequences and keeps guest satisfaction high.

House rules violations

If a guest breaks your house rules, for example by hosting a party, start with a polite reminder of the rules and ask for immediate compliance. Clear, calm communication usually resolves the situation quickly.

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

Illegal activity or serious rule violations

Your first priority is safety. For serious rule violations or any illegal activity, contact local authorities immediately. Then notify the relevant booking channel.

How to get emergency support from Holidu

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