What counts as urgent, who needs to be available, the order in which to deal with a fault while guests are in the house, and what to sort out in winter so there are fewer call-outs in summer.
1. What is urgent and what can wait
Not every fault is equally urgent. Sort them into groups in advance, so the decision is not made at nine in the evening.
Immediately, at any hour
No electricity or water in the whole house, water leaking, the house cannot be locked or the guests cannot get in.
The same day
The air conditioning is not cooling, the shower or toilet is blocked, the fridge is not working.
By the next changeover
The dishwasher or washing machine, and any fault that does not affect the stay, as agreed with the guest.
In summer, air conditioning moves into the first group if it is the only unit in the house or if there are small children among the guests.
2. Who needs to be available
An emergency call-out needs four roles. One person can cover several of them, but none can be left empty.
- Guest contact. Answers every day, evenings included, and follows every channel a guest may use: phone, WhatsApp, email and messages on the platform they booked through.
- Someone with a key on the island. Opens the house and stays while the repair is under way. This is not the guest's job.
- Caretaker. The first one on site. Fixes most faults with the air conditioning, electrics and water on the spot, and knows which tradesman to call for the rest.
- Specialist tradesmen. A plumber, an electrician and an air-conditioning technician you work with regularly. In July and August they go first to those who give them work all year round, so a call from an owner they do not know often waits for days.
3. Step by step when a guest reports a fault
- Reply to the guest straight away, even before you know the solution: the report has been received and someone will be in touch.
- Assess the urgency using the groups in the first section.
- Decide who goes: the owner or the caretaker. If it has been agreed that minor faults are fixed without asking, the caretaker sets off at once.
- Tell the guest who is coming and when.
- Fix the fault or, if a specialist is needed, arrange the visit and update the guest again.
- After the repair, check with the guest that everything works.
- Record the fault and the cost. A fault that keeps coming back means the appliance should be replaced before the next season.
If the fault cannot be fixed the same day, the guest needs to know what is happening and what they can do in the meantime. Compensation is discussed with the guest only once it is clear how long the repair took.
4. What to agree in advance
These questions need an answer before the first guest arrives, whether you manage the house yourself, with a caretaker or through an agency.
- Where the line is for not asking the owner. Which faults are fixed straight away and which ones the owner decides on before work starts. For owners who live abroad or cannot be reached during the day, this is the most important agreement.
- What happens if the owner cannot be reached and the fault is urgent. Who is allowed to decide then.
- How a call-out is charged. What it costs, how much work it includes and how materials are billed.
- Which price list outside tradesmen work to and who approves their invoice.
- Who checks the house out of season, especially after a strong bora or a longer power cut.
If an agency manages the house, all of this should be in the contract. What else to look out for is explained in our guide Before You Sign with an Agency: What to Agree in Advance.
5. What to do in winter
Emergency call-outs are for small repairs while guests are in the house. Larger jobs cannot be done in season: the guests are in, and tradesmen are fully booked. Anything that can be foreseen should be dealt with in winter.
- Air conditioners. Professional deep cleaning and disinfection at least every two years. Clean the filter meshes at least once a month during the season.
- Fridge, freezer and other appliances. Check that they work properly. A fridge that struggles in May will not make it through August.
- Coffee machine. Descale it and keep a smaller one in reserve.
- Lighting, TVs and remote controls. Replace blown bulbs and all batteries.
- Damp patches and cracks in the walls. Repair them before the season. Guests notice them on the first day.
- Spares in the house. An extra parasol, bulbs, batteries and crockery, so a replacement does not depend on a call-out.
If a cleaning service looks after the house, ask them about the state of the equipment. They are in the house every week and see what the owner sees twice a year.
