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.

Step 1: Document the Issue

Before contacting your host, gather information about the problem:

• 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 and your ability to use certain areas or facilities.

Step 2: Contact Your Host Directly

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

• Find Contact Information: Look for your host's details in your booking confirmation email or the Holidu app.
• Explain the Problem: Clearly describe what's broken and include your photos and notes. Request a prompt resolution.
• Be Specific: Provide exact details about when you discovered the issue and how it affects your stay.

Step 3: If the Issue Remains Unresolved

If your host does not respond or cannot fix the problem, we're here to help. Contact our support team with:

• Your booking confirmation number
• Photos and descriptions of the broken items
• Details of your communication with the host
• An explanation of how the issue has impacted your stay

We are committed to ensuring you have a pleasant stay and will work to find a solution.

What Happens Next

Our team will review your case and work with your host to address the problem. Depending on the severity of the issue, we may arrange repairs, provide alternative accommodations, or discuss other resolutions with you.

Quick Tip: The sooner you report an issue, the sooner it can be resolved. Don't wait until the end of your stay.