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 with streamlined communication and effective problem resolution.

Step 1: Document and Communicate with Your Host

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

Document the Issue

• Take Photos: Capture clear images of the broken items or areas needing attention.
• Make Notes: Record specific details, such as which appliances are malfunctioning or what furniture is broken.
• Describe the Impact: Explain how the issue affects your stay, such as whether it prevents you from using certain areas or facilities.

Contact Your Host

• Find Contact Information: Your host's details are available in your booking confirmation email or through the Holidu app.
• Explain Clearly: Describe the problem in detail and request a prompt resolution, including your documentation.

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, follow these steps to find a solution:

• Keep all documentation of the issue, including photos and timestamps.
• Note the date and time you first reported the problem to the host.
• Contact Holidu support through the app or your booking confirmation with your documentation.
• Provide supporting evidence so we can assist you effectively.

Key Takeaways

• Report issues to your host immediately when discovered.
• Document the problem with photos and detailed descriptions.
• Keep records of all communication with your host.
• Contact Holidu if the issue isn't resolved within a reasonable timeframe.

Your comfort and satisfaction matter. We're here to help ensure any maintenance issues are addressed promptly so you can enjoy your stay.