Services · 24/7 emergency call-outs

One call, and our team is on the way

Things go wrong at the worst times. Our own dedicated London team is on call around the clock — and can be at your property in as little as 30 minutes — so guests stay happy, your rating stays protected and your property stays safe.

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Peace of mind

Fast response, zero stress

A leak, a lockout or an AC failure at midnight can wreck a stay and a review. Because we run our own team — not a chain of subcontractors — we respond immediately, assess fast and resolve the problem before it escalates. Guests feel looked after, your property stays protected, and you sleep through it.

Our own team, on call every hour
On site in as little as 30 minutes
Your rating and property protected

Response

~30 min

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Why it matters

The reviews you never get to see coming

Most one-star reviews aren’t about the home — they’re about what happened when something broke and no one came. A rapid, in-person response turns a potential disaster into a story guests praise you for. That protection of your score, your guests and your asset is exactly why 24/7 call-outs are built into how we manage, at no extra charge.

What we handle

Any urgent issue, any hour

Leaks & water AC & heating failure Guest lockouts Power & electrical Appliance faults Security issues Anything urgent

How it works

Reported to resolved, fast

01

Issue reported

A guest or one of our systems flags an urgent problem, any hour of the day or night.

02

We dispatch our team

Our own on-call London team is mobilised immediately — no waiting on third parties.

03

On site, fast

Someone can be at the property in as little as 30 minutes to assess and act.

04

Fixed, guest happy

The issue is resolved, the guest is looked after, and you get a full report.

Local & accountable

One dedicated team for your property

From the first estimate to every guest checkout, a single local London team is accountable for your home — no call centres, no handoffs. We know the buildings, the licensing and what guests expect, and we treat your property like our own.

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London holiday home managed by Prime Host

Prime Host · London

Get your property Airbnb-rental ready in under 7 days

Local team on the ground
24/7 guest support
Airbnb-ready in about seven days
Earn up to 23% more than other operators

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Set up

7 days

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We operate in 4+ countries See all locations

Why speed matters

Why 30 minutes changes everything

Most one-star reviews aren’t about the home — they’re about what happened when something broke and no one came. Our team can be on site in as little as 30 minutes, at no extra charge.

01Reviews protected

A fast, in-person fix is the difference between a story guests praise you for and a warning.

02Damage limited

Reaching a leak or fault early stops a minor issue becoming an expensive repair.

03Guests reassured

Guests feel genuinely looked after even when things go wrong — which builds loyalty.

04Our own team

Because the crew is ours, there’s no chasing subcontractors at midnight.

Our own team, on call 24/7

Support

Call-out FAQs

Response

+ How fast can someone reach my property?

For genuine emergencies our team can typically be on site within around an hour, drawing on our own people and a network of local London trades on call 24/7. Speed is the whole point — most one-star reviews aren't about the home, they're about something breaking and no one coming.

+ Is it your own team or subcontractors?

Our housekeeping, linen, guest-comms and maintenance teams are in-house; specialist trades are handled by long-standing vetted partners under our supervision. Either way you deal with one accountable team, and quality control never leaves us.

+ What counts as an emergency?

Anything that affects a guest's safety, security or ability to use the property — a leak, no heating or hot water, a lockout, an electrical fault, a broken boiler or a security issue. These trigger our 24/7 call-out response so someone can be on site quickly, rather than the guest sitting in a cold flat leaving a one-star review.

Cover

+ Do you cover nights and weekends?

Yes — our guest support and emergency call-out cover runs 24/7, including nights, weekends and holidays, because that's exactly when things break and guests panic. There's always a real person to reach and, when needed, someone who can attend.

+ What happens with a guest lockout?

Guests reach our team directly and we resolve it fast — remotely re-issuing a smart-lock code, guiding them to the key safe, or dispatching someone locally when needed. Because we hold the access details and are on call around the clock, a lockout is a quick fix rather than a ruined stay and a bad review.

Cost

+ Is there an extra call-out charge?

Coordinating the response and our team's time is part of your management service — you're not billed a separate call-out fee for us attending. You only pay the actual cost of any parts or specialist trade work required, quoted or itemised transparently.

+ Who pays for parts and repairs?

You do, but always at cost and with control — minor fixes under an agreed threshold are handled straight away to protect your reviews, and anything above it is quoted and approved by you first. There's no mark-up on parts or labour from our trusted trades; you simply see it itemised on your statement.

Round-the-clock protection for your property

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£3M

Fully insured, on every stay

Up to £3 million of damage protection on every stay — if a guest damages your property or its contents, we handle the claim and the repair.