Handling Guest Emergencies: A 5-Step Protocol

Emergencies happen. What makes the difference between a 1-star review and a 5-star review is how you react in the first 30 minutes.

The 5-Step Protocol

1. Respond within 5 minutes, even if it's just to say "we are helping you."
2. Rapid diagnosis with photos/videos requested via WhatsApp.
3. Operational solution with an estimated time.
4. Proactive compensation (discount, drink, late check-out).
5. Post-emergency follow-up to close the case and prevent a negative review.

Notifications to the Operational Team

With HopySuite, AI automatically recognizes emergency keywords (water, blackout, lock, heating) and activates a direct escalation channel to the operational team or property manager. Book a demo.