What to Do If Something Is Broken or Isn't Working: A Guide for Guests

A fully functional property is essential for a comfortable stay. If you encounter broken items or things that aren't working as they should, follow this guide to resolve the issue quickly and effectively.

Step 1: Document the Issue

Before contacting your host, gather information about the problem:

• Take Photos: Capture clear images of the broken items or malfunctioning areas.
• Make Notes: Record specific details, such as which appliances or furniture are affected.
• Describe the Impact: Explain how the issue affects your stay and use of the property.

Step 2: Contact Your Host Directly

Your first course of action should be to reach out to your host or the on-site contact person. Most issues can be resolved quickly through direct communication.

• Find your host's contact information in your booking confirmation email or the Holidu app.
• Clearly describe the problem and include your photos and notes.
• Request a prompt resolution with a specific timeframe if the issue affects essential services.

Step 3: What If the Issue Remains Unresolved?

If your host does not resolve the problem within a reasonable time, or if you need further assistance, contact our customer support team. We are committed to ensuring you have a pleasant stay.

To help us assist you effectively, please provide:

• Your booking reference number
• Photos of the issue
• Documentation of your communication with the host
• Details about how the issue impacts your stay

Tips for Faster Resolution

• Report issues as soon as you discover them.
• Be specific and polite in your communication.
• Provide clear photos from multiple angles.
• Keep records of all messages with your host.