Most hosts think of their guest guide as a convenience document — WiFi, appliances, recommendations. But the most important information you can include is what a guest needs when something goes wrong. This section rarely gets used. When it does, it matters enormously.
Emergency services
In Australia, 000 is the number for police, fire, and ambulance. State this even though it seems obvious — international guests may not know, and a guest in a panic won’t think clearly. Include it at the top of the emergency section.
Nearest hospital with address
“The nearest hospital is [Name], located at [full address].” Include the estimated drive time. Don’t just say “nearby” or “Google it.” When someone is managing a medical emergency, the last thing they need is a search step. Include this even if your property is in an urban area.
Your emergency contact
Provide a phone number that’s actually monitored. If you won’t answer calls after 10pm, say so, and include an alternative — a property manager, a trusted neighbour, or an after-hours line. A guest who needs urgent help and can’t reach you will leave a review about that experience.
Gas shutoff location
If your property has gas, document the shutoff valve location: “The gas meter is on the left side of the house, behind the grey panel. Turn the valve 90 degrees to shut off.” This is critical information in a gas leak situation. Many guests have never had to shut off gas before and will panic without clear guidance.
Fuse box / circuit breaker location
“The fuse box is in the hallway cupboard near the bathroom — the main switch is the large one at the top.” Include this even if the only reason guests ever use it is when they trip a circuit by running the air conditioner and the hairdryer simultaneously.
A trusted neighbour’s name (optional but valuable)
If you have a nearby neighbour who’s willing to be a local contact for genuine emergencies, include their name and number with their permission. This is particularly valued for rural or remote properties where response times may be longer.
Emergency information takes five minutes to write and will be needed infrequently — but when it’s needed, it could genuinely matter. It also signals to guests that you’ve thought carefully about their welfare, which builds trust throughout the stay.