What can I do if I cannot check in?

If you're unable to check in as planned, there are several steps you can take to resolve the issue quickly and gain access to your accommodation.

Check your booking details

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

• Check-in time: Ensure you are arriving within the allowed time window. Some properties have specific check-in hours.
• Access instructions: Review how you should access the property, such as key collection point, lockbox code, or meeting arrangements with the host.

Contact the property host 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 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, and explain the issue so the team can assess the situation quickly.