It's 2 AM and your phone buzzes. Your guest reports water pouring from the ceiling. This guide gives you the emergency response playbook that separates professional hosts from panicking amateurs.
The Emergency Contact List
Build this before you need it:
- 24/7 Plumber: For water emergencies (highest priority)
- 24/7 Electrician: For electrical emergencies
- HVAC Service: For heating/cooling failures
- Locksmith: For lockouts and lock failures
- Local Property Checker: Someone who can physically respond
Emergency Response by Category
Water Emergency (Highest Priority)
- Guide guest to shut off water at the source or main shut-off
- Have guest contain water with towels
- Call emergency plumber immediately
- Document with photos/video for insurance
HVAC Failure
- Guide guest through basic troubleshooting
- Contact HVAC service
- For extreme heat: Provide fans, offer pool access
- For extreme cold: Provide space heaters, extra blankets
Guest Communication During Emergencies
Sample Emergency Response Message
"I'm so sorry you're dealing with this. I'm on it right now. I've contacted our emergency plumber who will be there within 2 hours. In the meantime, could you [specific action]? I'll keep you updated."
Compensation Guidelines
- Minor inconvenience: Sincere apology, small gesture
- Moderate issue: Partial night refund (25-50%)
- Major issue: Full night refund + help finding alternative
Conclusion
Emergencies will happen—that's not a matter of if, but when. Build your emergency playbook now, before you need it.
