What can I do if I cannot check in?

If you're unable to check in as planned, there are steps you can take to resolve the issue quickly.

Check your booking details

Before taking further action, double-check the key information in your booking confirmation email or account:

• Check-in time: Ensure you are arriving within the allowed time window
• Access instructions: Review how you are supposed to get the keys or enter the property, such as key collection point, lockbox code, or meeting with the host

Contact the property owner or manager

If you cannot access the property or the instructions are unclear, reach out to the host or property manager immediately using the contact details provided in your booking confirmation email.

Explain the issue clearly, for example if the key isn't in the expected location, the lockbox code isn't working, or no one is there to meet you.

Contact Holidu customer support

If the host is unavailable or unable to resolve the situation, Holidu's customer support team can assist you. Have your booking details ready, including your confirmation number, property name, and check-in instructions.