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, here's how to handle the situation.

Step 1: Document and Report the Issue to Your Host

Your first course of action should be to reach out to your host directly. Most issues can be resolved quickly through prompt communication.

How to Document the Problem

• Take photos of broken items or areas that need attention
• Note specific details, such as which appliances or furniture are affected
• Describe how the issue impacts your stay and use of the property

How to Contact Your Host

• Find the host's contact information in your booking confirmation email or the Holidu app
• Clearly describe the problem and request a prompt resolution
• Include your documentation (photos and details) with your message

Step 2: If the Issue Remains Unresolved

We are committed to ensuring you have a pleasant stay. If the problem persists after contacting your host, please reach out to our customer support team with your documentation. Provide supporting evidence of the issue so we can assist you effectively and find a solution.

Key Takeaways

• Contact your host immediately when you discover a problem
• Document everything with photos and detailed notes
• Keep communication clear and factual
• Reach out to our support team if the host does not respond or resolve the issue