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

A comfortable stay depends on everything working as expected. If you discover broken items or malfunctioning facilities, follow these steps to get the issue resolved quickly.

Step 1: Document and Report the Issue

The first step is to inform your host immediately. Quick reporting increases the chances of a fast resolution.

What to do:

• Take photos or videos of the broken item or malfunctioning area
• Write down specific details such as which appliance isn't working or what is broken
• Note the impact on your stay, such as whether it affects access to facilities or comfort
• Record the time and date you discovered the issue

Step 2: Contact Your Host

Reach out to your host through your booking confirmation or the app to report the problem.

How to contact:

• Check your booking confirmation email for host contact details
• Use the messaging feature in your booking app
• Clearly describe the issue and attach your photos as evidence
• Request a specific timeframe for resolution

Step 3: If the Issue Isn't Resolved

Most issues are resolved directly with the host. However, if the problem persists after contacting them, you have additional options.

Next steps:

• Keep records of all communication with your host
• Document any ongoing impact on your stay
• Contact customer support with your documentation
• Provide screenshots, photos, and timestamps of your communication attempts

Tips for a Faster Resolution

• Report issues as soon as you notice them
• Be specific about what is broken or not working
• Provide clear, well-lit photos
• Stay polite and respectful in your communication
• Keep copies of all messages and evidence

We are committed to ensuring your stay is as comfortable as possible. If you have any questions about this process, reach out to our support team.