Decide now: call local emergency services first or handle it yourself. If a guest is injured, a fire is visible, or water is pouring inside, dial the local emergency number immediately. Only after services are engaged do you move to protect people and property.
What counts as a guest-safety emergency
Short list to memorize and post in your check-in folder:
- Fire or heavy smoke inside or near the property. Visible flame, persistent smoke, or activated hardwired smoke alarm.
- Medical emergency that appears life-threatening: unresponsive guest, difficulty breathing, chest pain, severe bleeding.
- Rapid, uncontrolled flooding or burst pipe that threatens electrical systems or will flood lower levels.
- Gas smell inside or outside that is strong or getting stronger.
- Active crime in progress at the property: break-in, violent altercation.
Non-emergencies you can handle without calling first: locked out guests, noisy neighbors (unless escalating to violence), minor first-aid needs like small cuts or blisters.
Step-zero: local emergency number and essential info
Post a one-sheet in the house and save it in your guest messaging templates with these items:
- Local emergency number (call 911 in the US and Canada; 112 across most of the EU; 000 in Australia).
- Property address written exactly as 911/EMS will expect it, plus unit number and nearest cross streets.
- Building access details for first responders: keyed elevator code, gate code, apartment entry method, where a spare key is kept (be explicit).
- Nearest hospital and urgent care names and distances.
Make sure the address in your Airbnb/VRBO listing, platform settings, and calendar matches exactly what you give emergency dispatchers.
Step 1: Call emergency services first (immediate outcome: dispatch confirmed)
If this is a life-safety situation, do this immediately:
- Dial the local emergency number. Give your name, say you are the property host, and provide the exact address and unit.
- Say the nature of the emergency in one sentence: for example, 'There is a fire at 123 Main St, Unit 4B; guests are evacuating and we need the fire department and ambulance.'
- Tell dispatch if any occupants are trapped or if there are hazards like natural gas or chemicals.
Why first: dispatch coordinates rescue and can give instructions over the phone (CPR, evacuation, gas shutoff). If the guest is the one calling, still make sure you know dispatch was notified and have the incident number.
Step 2: Notify the guest and give concrete instructions (immediate outcome: guests safe or moving to safety)
If you were not the caller, contact the guest immediately after calling emergency services. If the guest already called, confirm details.
What to say to the guest (short script):
- 'I called emergency services. Leave the building now and go to [designated assembly point]. Do not re-enter. Are you able to get out safely?'
- If fire: tell them to stay low to avoid smoke, use stairs not elevators, and where to meet outside.
- If medical: ask if they can move to a safe, well-lit area and if anyone nearby can assist until first responders arrive.
Keep messages factual and calm. Avoid admitting legal liability or offering medical opinions. Your main goals are to confirm evacuation, keep everyone away from hazards, and get a status update for responders.
Step 3: Secure the scene if safe and possible (immediate outcome: reduced risk and evidence preserved)
Only enter or act if it is safe and you will not interfere with responders.
Fire:
- If small, contained, and you have a rated fire extinguisher and training, you can attempt to extinguish, but prioritize evacuation.
- If gas is suspected, avoid switching lights or operating any electrical equipment; tell guests to leave immediately.
Flooding:
- Shut off the main water valve if you can access it safely and without entering standing water or turning off breakers with wet hands. Mark locations in your guide so you can do this quickly in daylight.
Medical:
- If you are on site and certified, provide basic first aid or CPR only within your training. Do not attempt procedures you are not trained for.
Documentation:
- Photograph visible damage, take timestamps, and keep the scene as-is unless instructed by emergency personnel. Photos are critical for insurance and platform reports.
Step 4: Coordinate with emergency responders and provide access (immediate outcome: responders can reach guests and property)
Give dispatch or arriving responders access information immediately: gate codes, elevator override instructions, where keys are stored. If you cannot be at the property, call the responding agency and provide the info over the phone.
Practical actions:
- If you have a lockbox or key location for responders, tell dispatch the exact location.
- If the property is in a controlled building, call building security or management as soon as you call emergency services; they can meet responders at the lobby.
If responders ask you to stay back, do so. If they ask you to assist with building systems, follow only their instructions.
Step 5: Notify platforms, insurance, and next steps (immediate outcome: claims and guest support initiated)
After the immediate threat is handled or under control, do these notifications in order:
- Contact the guest platform (Airbnb/VRBO) through the emergency contact channels. Most platforms have a 24/7 emergency line and Host Protection Insurance guidance.
- Call your property insurance agent and file a claim if there is damage; provide photos and the incident report number.
- Tell the guest about reimbursement and relocation options per your policies; offer hotel or alternative stays if you can purchase them quickly. Typical hosts pre-approve a temporary hotel up to a dollar amount (for example, $150/night) for emergencies — state your threshold in your emergency policy.
Keep written records of all costs and communications for reimbursement and dispute defense.
Step 6: Contain liability and data collection (immediate outcome: clear record for legal, insurance, and platform needs)
What to collect and why:
- Incident number from emergency services, names and badge numbers of responding officers, and a timeline of events.
- Photos and short videos of damage, timestamps, and any signs that indicate cause (scorch marks, burst pipe connections, visible corrosion).
- Guest statements and witness contact info. Ask guests for a brief written account but avoid leading questions.
Do not alter the scene more than necessary to make it safe. Note if you moved anything and why. That record is essential to support insurance claims and protect against wrongful-damage allegations.
Step 7: Review, improve, and automate detection (outcome: fewer false starts and faster future response)
After the incident is closed, perform a root-cause review and update your playbook. Key upgrades hosts commonly make:
- Install interconnected, battery-backed smart smoke alarms and CO detectors that send app alerts and can trigger platform notifications. Vendors include First Alert, Nest Protect, Kidde; look for UL-listed devices.
- Place water sensors in high-risk spots: under sinks, near water heaters, behind washing machines, and on any appliance tray. Sensors like Flo by Moen, Honeywell, or cheaper $25 puck sensors can detect early leaks.
- Set up remote shutoffs: consider an automatic water shutoff valve that can be triggered remotely or that pauses flow when a leak sensor is triggered.
- Configure automated guest messaging templates for emergencies: one for fire, one for flood, one for medical, each with the local emergency number, evacuation point, and your contact.
- Consider a monitoring service or tool to combine alerts into a single feed; HostPal is one option among several for automating detection and guest messaging.
Run quarterly drills with your cohosts, cleaners, or property manager so everyone knows where shutoffs and keys are and what each person should do.
Post-incident: repairs, refunds, and communicating with guests
- Prioritize guest safety and clear communication. Offer refunds or relocation based on the situation; be explicit about what you will cover and provide receipts.
- Get repair estimates from licensed contractors and keep copies of invoices; insurers will require them.
- Update your listing only after the property is safe and inspected. If you must cancel reservations, use the platform s emergency cancellation policy and document why.
Checklist to keep on your phone and in the property (print and digital)
- Local emergency number and exact property address
- Gate code and elevator instructions
- Water main and gas shutoff locations
- Nearest assembly point outside the building
- Quick scripts for calling the guest and for in-app messages
- Insurance agent phone number and policy number
Final practical rules of thumb
- Rule 1: When in doubt about life safety, call emergency services now.
- Rule 2: After services are dispatched, focus on clear, calm directions to guests and preserving evidence.
- Rule 3: Automate detection where it reduces response time — smoke, CO, and water sensors pay for themselves in avoided losses.
Preparedness reduces stress and liability. Use the steps above to make sure you, your cohosts, and guests know exactly what to do the moment an emergency happens.