Whether the issue is a minor repair or an urgent emergency, hosts are responsible for responding promptly, keeping the traveler informed, and taking reasonable steps to address the problem.
Step 1: Determine How Urgent the Issue Is
Not every maintenance concern requires the same response. First, determine whether the issue is routine, urgent, or an emergency.
Routine Maintenance Issues
Examples may include:
Burned-out lightbulb.
Minor appliance issue.
Slow drain.
Loose cabinet hardware.
Nonessential amenity not working.
Respond promptly and communicate when the issue can reasonably be inspected or repaired.
Urgent Maintenance Issues
These issues significantly affect the traveler's comfort or ability to use the property and should be addressed as quickly as possible.
Examples may include:
Air conditioning failure during hot weather.
Heating failure during cold weather.
Plumbing problems.
Refrigerator failure.
Internet outage when Wi-Fi is included as an amenity.
Laundry equipment failure.
Entry or access problems.
Whenever possible, communicate with the traveler immediately and begin coordinating repairs the same day.
Maintenance Emergencies
Emergencies involve an immediate risk to health, safety, property, or habitability.
Examples may include:
Active flooding or major plumbing leak.
Fire or smoke.
Gas leak or suspected gas leak.
Electrical hazards.
No heat during dangerously cold weather.
Major power outage affecting the property.
Traveler unable to safely access or secure the property.
Structural damage.
Other immediate safety concerns.
Emergencies require immediate action.
If there is an immediate threat to life or safety, contact 911 or the appropriate local emergency service first.
Step 2: Respond to the Traveler
Whether you're notified directly by the traveler or through Vidle Housing Support, acknowledge the issue promptly.
Let the traveler know:
You've received their message.
You're looking into the problem.
What steps you're taking.
When they can expect another update.
Even if you don't yet have a solution, keeping the traveler informed can help reduce frustration and uncertainty.
Step 3: Document the Issue
Ask for photos or videos when appropriate and safe to do so.
Document:
What happened.
When the issue was reported.
Photos or videos.
Areas of the property affected.
Communication with the traveler.
Vendors contacted.
Scheduled repair times.
Completed repairs.
Never ask a traveler to put themselves in danger to document an emergency.
Step 4: Coordinate Repairs
Contact a qualified maintenance professional, vendor, property manager, or local emergency contact as soon as possible.
Keep the traveler informed about:
Whether a vendor has been contacted.
Expected arrival time.
Whether property access is required.
Estimated repair timeline, when known.
Any changes or delays.
Do not promise an exact repair time unless it has been confirmed.
Step 5: Provide Temporary Solutions When Possible
If an immediate repair isn't possible, consider whether a safe temporary solution is available.
Depending on the issue, this could include:
Portable fans.
Safe supplemental heating.
Bottled water.
Alternative Wi-Fi access.
Temporary appliance replacement.
Alternative entry arrangements.
Temporary solutions should only be offered when they are safe and appropriate for the situation.
Step 6: Keep Vidle Housing Support Updated
For significant maintenance issues, emergencies, access problems, or situations that may affect the traveler's ability to remain at the property, contact Vidle Housing Support as soon as possible.
Provide:
Host account email.
Traveler name.
Reservation information.
Property involved.
Description of the issue.
When the issue was first reported.
Steps already taken.
Photos or videos, when available.
Vendor or repair timeline.
Any communication with the traveler.
Keeping Support informed allows our team to document the issue and assist with communication or next steps when necessary.
What If the Property Is Temporarily Uninhabitable?
If a serious issue may make the property unsafe or unsuitable for the traveler to remain in, contact Vidle Housing Support immediately.
Do not:
Ignore the issue.
Ask the traveler to find their own solution without contacting Support.
Promise a refund or specific compensation without confirmation.
Cancel the reservation without contacting Support.
Move the traveler to another property without their agreement.
Our Support Team will review the situation and help determine appropriate next steps based on the circumstances.
Respect Traveler Privacy During Repairs
If a vendor or maintenance professional needs to enter an occupied property:
Communicate with the traveler in advance.
Provide as much notice as possible.
Coordinate a reasonable access time.
Follow applicable laws, lease terms, and notice requirements.
For true emergencies involving immediate risk to people or property, different access rules may apply depending on local law.
Keep All Documentation
Save important records related to the issue, including:
Photos and videos.
Repair receipts.
Vendor invoices.
Inspection reports.
Message history.
Repair timelines.
Proof of completed work.
This information may be needed if there is a dispute, refund request, damage claim, or further review.
Tips for Preventing Maintenance Emergencies
Regular preventative maintenance can help reduce problems during a stay. Before each traveler arrives, consider checking:
Plumbing and leaks.
Heating and air conditioning.
Smoke and carbon monoxide detectors.
Appliances.
Wi-Fi.
Locks and entry systems.
Electrical outlets and lighting.
Water heater.
Pest activity.
Windows and doors.
Remote hosts should also have a reliable local contact, property manager, maintenance professional, or emergency vendor who can respond when needed.
If a maintenance issue affects an active reservation or you're unsure how to proceed, contact Vidle Housing Support.
For immediate threats to life or safety, always contact 911 or the appropriate local emergency service first.
Quick action, clear communication, and thorough documentation can help protect your property and provide a better experience for your traveler.