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Higgins by Fehu

Guest safety and emergencies

Higgins is an AI WhatsApp concierge for the property you're staying in. It answers questions about the property, your stay and the local area. It isn't a person, it isn't a doctor and it isn't an emergency service. This page sets out what it does, what it doesn't do, and what to do if something goes wrong.

In an emergency, ring 999

If you believe you or anyone else is in danger or at risk, ring 999.

If you need medical help but it isn't an emergency, contact NHS 111: ring 111 or go to 111.nhs.uk.

Don't wait for a reply from Higgins. Higgins can't call the emergency services for you, and neither can WhatsApp. In an emergency, ring 999.

If someone is hurt or unwell

Higgins never gives medical advice.

  • If you believe you or anyone else is in danger or at risk, ring 999.
  • If you need medical help but it isn't an emergency, contact NHS 111: ring 111 or go to 111.nhs.uk.

If you tell Higgins someone is hurt or unwell, it will point you to NHS 111 and remind you: "If you believe you or anyone else is in danger or at risk, ring 999."

  1. Sam, the guest, says: My friend has cut their hand badly. What should we do?
  2. Higgins replies: Sorry to hear that. I can't give medical advice. If it's not an emergency, NHS 111 can help, by phone on 111 or at 111.nhs.uk. If you believe you or anyone else is in danger or at risk, ring 999. If there's anything about your stay I can help with, just ask.
Example conversation. Names and details are made up.

Higgins tells you it's an AI

Higgins is an AI assistant, not a person. It tells booked guests so in its first reply. It answers using the information the host has given it.

What Higgins does

  • Answers questions about the property: check-in, parking, Wi-Fi, heating, appliances, house rules, bins and check-out.
  • Answers questions about your stay and the local area, using the host's own tips.
  • Is set up to answer only from the host's information, and to say when it doesn't know. It's an AI and can get things wrong, so check anything important with the host.

What Higgins won't do

  • It won't give medical advice. See above.
  • It doesn't give allergy advice. It can share what the host has told it about ingredients or allergens in the property, but it doesn't give allergy or medical advice. It's an AI and can get things wrong, so always check allergens with the host and on the label. If someone has a serious reaction, ring 999.
  • It won't change your booking. Higgins is set up not to change bookings or agree anything about money. Your booking terms with the host still apply.
  • The key safe code, door code and Wi-Fi password only go to the booked guest. Higgins only shares the key safe code, door code and Wi-Fi password with the phone number on the booking, and only from 24 hours before check-in until check-out.
  • It's set up never to ask for card, bank or ID details, and it doesn't take payments. Please don't send them.

Higgins can get things wrong

It's an AI. It's set up to answer only from the host's information and to say when it doesn't know, but it can still get things wrong. If someone is hurt or unwell, ring NHS 111 on 111 or go to 111.nhs.uk. If you believe anyone is in danger or at risk, ring 999. For money, access or anything about the property, check with the host.

Contacting the host

Higgins handles everyday questions about the property, your stay and the local area. For anything urgent, use the contact in your booking confirmation. If you believe you or anyone else is in danger or at risk, ring 999.

Reply STOP

Reply STOP in the WhatsApp chat and Higgins will stop sending automatic messages and stop replying, unless you tell it someone is hurt, unwell or in danger, or you ask about your data. If you message again while your stay is still on our system, someone looking after the property is told. Reply START to turn it back on.

Your privacy

  • Who's responsible: the host decides how your chats are used (the controller). Fehu provides Higgins to the host and only uses guest chats on the host's instructions.
  • What it's used for: to help with your stay. Fehu doesn't sell guest chats or use them for advertising, and they aren't used to train AI.
  • How long chats are kept: see our privacy notice.
  • Please don't send sensitive details: no card, bank or ID numbers. If you have health or access needs for your stay, such as allergies or mobility, tell the host before you arrive. If someone is hurt or unwell, ring NHS 111, or 999 if anyone is in danger.

Read the full privacy notice

Questions

If you have a question about Higgins or how your data is used, contact the host, or email Fehu at info@fehu.net.

For hosts

Run a holiday let? Find out about Higgins