How should I handle an emergency if guests end up in the hospital? Notice To Family- Check out--

[Owner-Nancy--Todd-Manage0]

Three times in the past year guests have been hospitalized during their stay, not because of any issue at the rental but one had a heart attack, another fell from a cliffside with helicopter rescue, another had a diabetic seizure when away from the rental.  The rental was empty for days and days and one returned on the day she was scheduled to move out.  After hearing her story I allowed her to stay longer to give her time to pack her stuff.  I was lucky I had 2 open days before new renters moved in. But, I had to change the day for the cleaners to come and clean.   The others still had weeks before their move out date.  But the heart attack person was very weak for the duration of their stay.  I worried about him every day.  

What type of policy should I add to my house rules?

Notify host in case  of .......  ?

What if they had not been out of the hospital before their check out date?

What if they return so weak that they need a care giver and I am certainly not a care giver.... 

9 years - never an issue-- then 3 in one year......  

[Anonymous]

@Owner-Nancy--Todd-Manage0 Wow, that is an incredibly unlucky year for guest health issues! I hope your 2020 goes much more smoothly.

I think it's good hospitality instincts inspiring you to feel concern for your guests when they're unwell. However, it's also a degree of risk that it may not be realistic to take on. If someone's health circumstances change during their stay and your property is no longer safe or suitable for them, the best thing to do would be to contact Airbnb for assistance with relocating them to a more appropriate accommodation. (This would also be the case if upon arrival you discover that the guest has a disability that you can't safely accommodate, such as a wheelchair in a tree house).

As for the guest's who disappear for several days during the stay - their booking is still valid until they check out or cancel, so from the accounting end of things it's not an issue if they aren't actively using the home. But from the hospitality perspective, I think it's good to give guests the option of supplying an emergency contact number upon arrival - especially if they're engaging in outdoor sports or appearing to be of an age or condition that might be considered high risk. I stress that this must be optional and not required, due to privacy concerns. But if a guest is incapacitated during their stay, it would help you out to be able to pass the torch to the person they trust most to act on their behalf.

Also, of course it's best to keep precise records and an up to date paper trail within Airbnb when a booking involves an emergency. Every detail counts when liability claims come into the picture.