Airbnb Emergency Information: What to Include in Your Holiday Rental
Emergency information is one of the most important parts of a guest guide, but it is also one of the easiest areas to overlook.
Guests may be unfamiliar with the property, the local area, the language or even the emergency services in the country they are visiting. If something goes wrong, they should not have to search through old booking messages or guess who to contact.
Clear emergency information gives guests a simple reference for urgent situations and helps hosts communicate important property-specific details more effectively.
Whether you manage an Airbnb, holiday rental, serviced apartment, vacation home or other short-term accommodation, the information should be accurate, easy to find and relevant to the property.
This guide explains what to include, how to organise it and how to write it clearly.
What Emergency Information Should an Airbnb Provide?
A useful emergency-information section will usually cover:
- local emergency-services number
- nearest hospital or urgent-care facility
- nearest pharmacy
- host or property-manager contact
- fire information
- water shut-off location
- electricity or fuse-box information
- gas information where relevant
- power-cut guidance
- lost-key procedure
- urgent maintenance contact
- property address
- any property-specific hazards or emergency procedures
The exact information will depend on the accommodation, location and local requirements.
The aim is not to create a long emergency manual.
The aim is to help guests quickly answer:
What has happened, what should I do first, and who should I contact?
Emergency Information Example for a Holiday Rental
A simple emergency-information page might look like this:
Emergency Information
Emergency Services
Emergency number: [Local emergency number]
For serious medical emergencies, fire, crime or immediate danger, contact the appropriate emergency service.
Property Address
[Full Property Address]
Keep this information available in case guests need to provide the location to emergency responders.
Host / Property Manager
Name: [Name]
Telephone: [Number]
For urgent property issues that do not require emergency services, contact us using the details above.
Nearest Hospital
[Hospital Name]
[Address]
[Telephone]
Nearest Pharmacy
[Pharmacy Name]
[Address]
[Telephone]
Property Emergencies
For water leaks, electrical issues, lost keys or urgent maintenance problems, please contact [name/number].
This structure is short, practical and easy to scan.
Include the Property Address
Guests may know where they are staying but not remember the full address under pressure.
Include the complete property address in the emergency section.
Example
Property Address
24 Example Street
Cascais
2750-000
Portugal
If the property is difficult to locate, consider adding:
- building name
- apartment number
- floor
- gate or development name
- useful access detail
For example:
Apartment 3B, third floor, accessed through the main entrance on Example Street.
This can help guests communicate more clearly with emergency services or support providers.
Local Emergency Services Number
Do not assume international guests know the emergency number in your country.
Clearly state the correct local number.
Example
Emergency Services
For immediate danger, serious medical emergencies, fire or crime, call:
[Emergency Number]
If different services use different numbers in your location, list them separately.
Never copy emergency numbers from a generic template without verifying them for the property’s country and region.
Medical Emergency Information
Guests may need medical help for anything from a serious emergency to a less urgent illness or injury.
Useful information may include:
- emergency-services number
- nearest hospital
- urgent-care centre
- local medical centre
- nearest pharmacy
- out-of-hours medical contact where relevant
Example
Medical Assistance
Emergency: [Number]
Nearest Hospital:
[Hospital Name]
[Address]
[Telephone]
Nearest Pharmacy:
[Pharmacy Name]
[Address]
[Telephone]
Opening hours can change, so if you include them, review them regularly.
Fire Emergency Information
Fire information should be clear and simple.
Depending on the property, guests may need to know:
- how to contact emergency services
- where the exits are
- where fire extinguishers or blankets are located
- where alarms are positioned
- whether lifts should be avoided
- where to assemble outside
Example
In Case of Fire
- Leave the property immediately if it is safe to do so.
- Do not stop to collect personal belongings.
- Call [Emergency Number].
- Follow any fire-safety information displayed at the property.
- Meet at [assembly point], where applicable.
Do not invent fire procedures from a template. Fire-safety arrangements should reflect the actual property and applicable local requirements.
Smoke and Carbon Monoxide Alarm Information
If your accommodation has smoke or carbon monoxide alarms, guests may benefit from knowing what to do if one sounds unexpectedly.
Example
Smoke or Carbon Monoxide Alarm
If an alarm sounds:
- leave the property if you believe there may be a fire, smoke or carbon-monoxide risk
- contact emergency services where appropriate
- contact the host or property manager once you are safe
Do not tell guests to silence or dismantle alarms unless that is specifically part of an appropriate, verified procedure.
Water Leak Emergency Example
Water leaks can become serious quickly.
Guests should know how to contact you and, where appropriate, how to stop the water.
Example
Water Leak
If you discover a significant water leak:
- Turn off nearby taps or appliances if safe to do so.
- Contact us immediately on [number].
- If instructed, the main water shut-off valve is located [location].
Only include shut-off instructions if guests can access and use the valve safely.
If the system is complicated or restricted, tell guests to contact you instead.
Power Cut Information
Power cuts may affect the whole neighbourhood or only the property.
Example
Power Cut
If the electricity goes off:
- Check whether neighbouring properties also appear to have lost power.
- Check that no appliance has obviously caused the issue.
- Contact us on [number] if the problem appears limited to the property.
Fuse box location: [Location]
Avoid encouraging guests to reset electrical systems unless you are confident the instructions are safe and appropriate.
Electrical Problem Example
Example
Electrical Issue
If you notice:
- burning smells
- sparks
- damaged sockets
- exposed wiring
- repeated power loss
stop using the affected equipment and contact us immediately.
If there is immediate danger, leave the property and contact emergency services.
Guests should never be expected to diagnose electrical faults.
Gas Emergency Information
If the property uses gas, the emergency information should reflect the actual installation and local safety guidance.
Example
Gas
If you smell gas:
- do not use flames or electrical switches
- leave the property if you believe there is immediate danger
- contact the appropriate emergency service or gas-emergency provider
- inform the host or property manager once safe
Any gas-emergency number or detailed procedure should be verified for your location.
Heating or Hot Water Failure
Not every heating or hot-water problem is an emergency, but guests need to know who to contact.
Example
Heating or Hot Water
If the heating or hot water stops working:
- Check the basic instructions provided in the property guide.
- Contact us on [number] if the issue continues.
Please do not reset boilers, remove panels or attempt repairs unless specifically instructed.
This protects both the guest and the equipment.
Lost Keys Example
Lost keys can create both access and security problems.
Example
Lost Keys
If you lose the property keys or become locked out, contact:
[Host / Manager Name]
[Telephone Number]
Please do not attempt to force entry or arrange a locksmith without contacting us first.
If your property uses smart locks or temporary codes, explain the backup process instead.
Lockbox or Smart Lock Failure
Example
Access Problem
If the lockbox, keypad or smart lock does not work:
- Check that you are using the correct code.
- Make sure the lockbox or keypad is fully closed before trying again.
- Contact us on [number] if you are still unable to enter.
Do not publish backup access codes in a publicly accessible guide.
Urgent Property Maintenance
Not every problem requires emergency services, but guests still need a clear route for urgent issues.
Examples include:
- major plumbing leak
- broken external door lock
- complete loss of heating in cold weather
- unsafe appliance
- significant electrical problem
- blocked access
- broken window
- flooding
Example
Urgent Property Issue
For urgent maintenance that affects the safety or usability of the property, please contact:
[Name]
[Telephone]
For non-urgent maintenance, please send us a message and we will respond as soon as reasonably possible.
This helps separate emergencies from routine requests.
First-Aid Information
If you provide a first-aid kit, tell guests where it is.
Example
First-Aid Kit
A basic first-aid kit is located:
[Location]
Please let us know if any supplies are used so they can be replaced.
Do not describe the kit as suitable for every medical situation.
For serious injuries or medical concerns, guests should seek appropriate professional help.
Emergency Information for Swimming Pools
Properties with swimming pools may require additional information.
Depending on your accommodation, you may need to explain:
- emergency contact
- pool equipment
- supervision rules
- gate or cover procedures
- where safety equipment is located
Example
Pool Emergency
In an emergency, contact [Emergency Number].
Children must be supervised around the pool area at all times.
Safety equipment: [Location]
Any pool-specific guidance should reflect the actual property and local safety requirements.
Emergency Information for Hot Tubs
If a hot tub is provided, include the emergency or shutdown information guests genuinely need.
Example
Hot Tub Problem
If the hot tub develops an electrical fault, unusual smell, visible damage or other safety concern, stop using it and contact us immediately.
Do not attempt to repair or reset equipment unless instructed.
Lift or Elevator Problems
For apartment buildings, guests may need to know what to do if the lift stops working.
Example
Lift Problem
If the lift is unavailable, please use the stairs where safe to do so.
If anyone becomes trapped inside the lift, use the emergency communication system inside the lift and follow the building’s instructions.
Do not attempt to open lift doors manually.
Severe Weather Information
Some holiday rentals are located in areas where storms, flooding, extreme heat, snow or other weather events may require additional preparation.
If relevant, provide:
- local warning source
- emergency contact
- property-specific instructions
- safe parking information
- heating or water precautions
Avoid generic disaster guidance if it does not apply to the property.
Emergency Information for Rural Holiday Rentals
Rural properties may require more detailed emergency information because:
- mobile coverage may be limited
- properties may be difficult to locate
- emergency responders may need additional directions
- private water, septic or heating systems may be used
Useful information could include:
- exact address
- GPS location where appropriate
- nearest village
- access route
- property name
- local emergency number
- host contact
- nearest medical facility
Keep the information objective and verified.
Emergency Information for International Guests
International guests may not know:
- local emergency numbers
- how healthcare is accessed
- local terminology
- where the nearest pharmacy is
- how addresses are structured
- whom to contact for property problems
Use plain language.
For example, instead of:
Contact the local out-of-hours service.
say:
For non-emergency medical assistance outside normal clinic hours, contact [service / number].
Clarity is particularly important when guests may be reading in a second language.
Should Emergency Information Be in the Welcome Book?
Yes.
A welcome book is a natural place for guests to find property and local emergency information during their stay.
However, important safety information should not exist only in a welcome book if it also needs to be displayed elsewhere in the property.
Depending on the accommodation, emergency information may also appear:
- near the entrance
- beside fire-safety information
- in a guest-information station
- near relevant equipment
- in pre-arrival communication
- in a digital guest guide
For a broader overview, see what to include in an Airbnb welcome book.
Where Should Emergency Information Be Displayed?
Guests should be able to find it quickly.
Good locations may include:
- inside the welcome book
- near the entrance
- beside the property telephone
- in a dedicated guest-information area
- digitally in the guest guide
- near relevant emergency equipment
Avoid hiding important information deep inside a decorative folder that guests may never open.
Printed vs Digital Emergency Information
Both formats can be useful.
Printed Information
Advantages include:
- available even if a phone has no battery
- easy to access inside the property
- can be displayed near relevant equipment
Digital Information
Advantages include:
- easy to update
- accessible before arrival
- can include clickable telephone numbers and map links
Many hosts use both.
If you are deciding how to organise your wider guest guide, compare printed vs digital welcome books.
Should Emergency Information Include Local Recommendations?
Keep emergency information separate from normal recommendations.
Hospitals, pharmacies and urgent-care facilities are useful emergency or practical contacts.
Restaurants, cafés and tourist attractions belong elsewhere in the welcome book.
Keeping sections separate makes important information easier to find.
How Often Should Emergency Information Be Updated?
Review it whenever something changes and periodically even when nothing obvious has changed.
Check:
- telephone numbers
- hospital details
- pharmacy details
- host or manager contact
- emergency contractor details
- access instructions
- utility shut-off locations
- safety equipment locations
If you include opening hours, verify those too.
Outdated emergency information can be worse than incomplete information because guests may rely on it.
Emergency Information Checklist for Holiday Rentals
Before finalising your emergency page, check whether it includes:
Essential Contacts
- local emergency number
- host / manager
- urgent property contact
- hospital
- pharmacy
Property Information
- full address
- apartment / unit number
- floor where relevant
- property name
- access details if needed for responders
Property Emergencies
- water leak instructions
- electrical problem guidance
- power cut information
- gas guidance where relevant
- heating / hot water contact
- lost keys
- urgent maintenance
Safety Information
- fire procedure
- smoke / CO alarm guidance
- first-aid kit location
- property-specific safety information
Only include items relevant to your accommodation.
Airbnb Emergency Information Example Template
You can use this structure as a starting point.
Emergency Information
Property Address
[Full Address]
Emergency Services
Emergency number: [Number]
Host / Property Manager
Name: [Name]
Telephone: [Number]
Nearest Hospital
[Hospital Name]
[Address]
[Telephone]
Nearest Pharmacy
[Pharmacy Name]
[Address]
[Telephone]
Fire
[Property-specific instructions]
Water Leak
[Contact / shut-off information]
Power or Electrical Problem
[Contact / instructions]
Lost Keys or Access Problem
[Contact / procedure]
Urgent Property Maintenance
[Contact]
Please contact emergency services immediately where there is serious or immediate danger.
Common Emergency Information Mistakes
Using Generic Information
A template should never be published without replacing example contacts and procedures.
Forgetting the Property Address
Guests may need to give the full address quickly.
Including Outdated Contacts
Check numbers and local services regularly.
Overcomplicating Instructions
In an emergency, guests need short, clear steps.
Asking Guests to Repair Equipment
Guests should not be expected to diagnose or fix electrical, gas, plumbing or other technical systems.
Hiding Important Information
Emergency contacts should be easy to locate.
Treating Every Issue as an Emergency
Separate urgent safety or property problems from ordinary maintenance requests.
Frequently Asked Questions About Holiday Rental Emergency Information
What emergency information should I provide in an Airbnb?
Include the local emergency-services number, property address, host or manager contact, nearest medical assistance and property-specific information for urgent issues such as fire, water leaks, power loss or lost keys.
Should emergency information be included in a holiday rental welcome book?
Yes. A welcome book is a useful place to keep emergency contacts and property instructions, although some safety information may also need to be displayed elsewhere.
Should I include the nearest hospital and pharmacy?
It can be useful, particularly for guests unfamiliar with the area. Make sure the information is accurate and kept up to date.
Should I include the location of the water shut-off valve?
Only if it is appropriate and safe for guests to use. If the system is complicated, it may be better to instruct guests to contact the host or property manager.
Should guests have access to the fuse box?
That depends on the property and your operating procedures. Avoid encouraging guests to perform electrical troubleshooting beyond simple, safe steps.
Do I need emergency information for a short-term rental if I already provide a phone number?
A phone number is useful, but guests may still need to know the local emergency number, property address and what to do in specific urgent situations.
Should emergency information be printed or digital?
Either can work, and many properties use both. The most important factor is that guests can access the information quickly when they need it.
How often should I update emergency contacts?
Review them periodically and whenever a service, telephone number, property manager or property system changes.
Make Emergency Information Easy to Find
Emergency information should be one of the clearest sections of a holiday rental guest guide.
Use simple headings.
Keep instructions short.
Verify every contact.
Make property-specific information easy to understand.
And make sure guests know where to find it.
The purpose is not to anticipate every possible emergency. It is to give guests a reliable starting point if something unexpected happens.
For more guidance on organising guest information, visit our Welcome Books resource hub.
If you are building a complete guest guide, our editable Airbnb welcome book templates provide structured sections you can personalise with your own property, emergency and local information.
