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

We understand that unexpected issues can arise during a guest’s stay, and we’re here to help you handle them effectively.

If You’re On-Site:

• Stay Calm & Helpful: Address the issue quickly and keep a positive, approachable attitude. For example, if there’s an issue with the water boiler, explaining how it works might resolve it. If it’s broken, call a technician right away.
• If You’re Not On Site: Make sure someone you trust can step in to assist your guests, ensuring they’re supported even in your absence.

For Urgent Issues:

• Health & Safety Concerns: If there are serious issues like mould or broken appliances, act fast. Guests might be entitled to a refund, so resolving it quickly will, a lot of times, help avoid financial consequences and maintain guest satisfaction.
• Violations of House Rules: If guests violate house rules (e.g., hosting a party), involving local authorities may be necessary. In the event of a serious violation of house rules, or illegal activities, we strongly recommend contacting the local authorities as your first course of action.

Emergency Support:

If you need assistance, our specialized support team is available 7 days a week for emergencies. We’re here to guide you through any issues.

Important: Please don’t issue any refunds directly to your guests unless approved by Holidu Customer Service. Always reach out to us for guidance first, and we’ll ensure the situation is handled appropriately.