Out of Hours Contact Policy

When and How to Contact Us – Important Guest Safety & Emergency Guide

 

This guide explains how to contact us, what constitutes an overnight emergency that can be addressed outside of office hours between 6:00 pm to 8:30 am, and what is considered a non-emergency that will be dealt with between the hours of 8:30 am and 6:00 pm. Please review this information carefully.

 

1. OUT OF HOURS URGENT PROPERTY EMERGENCIES: Step-by-Step Protocol

 

Only use this Urgent Protocol for: 

  • Total Lockout: You are physically locked out of the property.
  • Total Power Loss: The entire property is dark, and checking the fuse box did not fix it.  (Location of fuse board is detailed in the online Touch Stay guest guide)
  • Active Flooding: Water is leaking heavily from pipes or ceilings and cannot be contained.
  • No Heating or Hot Water: (Applicable during winter months only, October to April).
  • Building Security: A broken window or external door that leaves the property insecure

If you experience one of the above emergencies between 6:00pm and 8:30am, follow this exact process to reach the on-call team member:

Step 1: Send a WhatsApp Message – Message our team on WhatsApp at 07939 144377.  You must title your message exactly as shown below so it triggers our staff alerts:

 

URGENT [PROPERTY NAME] [GUEST FULL NAME]
(Followed by a detailed description of the issue and photos/videos if possible)

 

Step 2: Wait 15 Minutes – Give our on-call team member 15 minutes to review your message and coordinate a response.

 

Step 3: Call the Emergency Number

If you do not receive a WhatsApp reply within 15 minutes, call our emergency phone line.  Between 19th July and 3rd August, we have a holiday timetable for out of hours numbers so you should use the numbers below instead:

 

Sun 19th July:  07561 107 755 – Shelly Mon 27th July: 07561 107 755 – Shelly
Mon 20th July: 07561 107 755 – Shelly Tues 28th July: 07561 107 755 – Shelly
Tues 21st July: 07561 107 755 – Shelly Wed 29th July: 07561 107 755 – Shelly
Wed 22nd July: 07892 709 912 – Zoe Thurs 30th July: 07561 107 755 – Shelly
Thurs 23rd July: 07892 709 912 – Zoe Fri 31st July: 07561 107 755 – Shelly
Fri 24th July: 07892 709 912 – Zoe Sat 1st August: 07892 709 912 – Zoe
Sat 25th July: 892 709 912 – Zoe Sun 2nd August: 07892 709 912 – Zoe
Sun 26th July: 07892 709 912 – Zoe Mon 3rd August: 07892 709 912 – Zoe

 

⚠️ Please Note: While we monitor this/these lines for emergencies, we cannot guarantee a staff member will answer the phone between 11:30 pm and 6:00 am as they may be sleeping. If there is no answer, please wait and your WhatsApp will be responded to at the team member’s earliest opportunity.

 

2. OUT OF HOURS NON-EMERGENCY PROTOCOL Non-Emergencies:

For minor issues, do not use the urgent protocol or call the office or emergency phone line. Instead, send a standard WhatsApp message to 07939 144377 or email us.   Our team will review and resolve these between our normal working hours of 8:30 am and 6:00 pm.

 

Issues which are NOT CONSIDERED URGENT EMERGENCIES

  • Wi-Fi Issues: Slow internet, connection drops, or router reboots.
  • Appliance Malfunctions: Broken toaster, microwave, washing machine, or dishwasher.
  • Minor Leaks: A dripping tap, slow shower drain, or minor radiator weep.
  • Comfort & Amenities: Extra towels, bedding, pillows, or missing kitchen utensils.
  • TV & Entertainment: Trouble connecting to Netflix, using the smart TV, or remote batteries.
  • Cleaning Related Complaints & Issues Policy: If you have a complaint or concern about cleaning, please ensure this is made prior to 6:00 pm, otherwise it will be addressed the following day in office hours. Please note that our complaints policy requires that any cleaning issues must ideally be raised upon arrival but definitely within the first 24 hours. If required, a cleaner will be sent back to the property to make amends. If guests arrive outside of working business hours, cleaning concerns can be flagged via what’s app or email but a response is not guaranteed until the following morning. The management will not offer compensation for cleaning-related complaints and our policy is to address them within the first 24 hours of a guest’s stay.

 

Please note that the online property information guide which was emailed to you prior to your arrival is very comprehensive and will likely have the answers to most of your questions.  Do please check that before contacting a member of our team.

 

Thank you for your understanding and co-operation.

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