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 a guide on how to handle the situation focusing on streamlined communication and complaint submission.

Step 1: Communicate Directly with Your Host

Your first course of action should be to reach out to the host or the person responsible on-site. Most issues can be quickly resolved by doing so.

1. Document the Issue:
   • Take Photos: Capture images of the broken items or areas that need attention.
   • Make Notes: Record specific details, such as malfunctioning appliances or broken furniture.
   • Describe the Impact: Explain if the issue is hindering you from using certain areas or facilities.
      
2. Contact Your Host:
   • Find Contact Information: The host’s details can be found in your booking confirmation email or the Holidu app.
   • Explain the Issue: Clearly describe the problem and request a prompt resolution.

Step 2: If You're Unsatisfied, Know Your Next Steps

We are committed to ensuring you have a pleasant stay. If the issue remains unresolved after contacting the host, follow the next steps to find a solution. Please remember to provide supporting documentation of the issue for us to assist you effectively.