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 how to handle the situation quickly and effectively.

Step 1: Document and Report the Issue to Your Host

Your first course of action should be to reach out to your host or the on-site contact person directly. Most issues can be resolved quickly through clear communication.

How to Document the Problem

• Take Photos: Capture clear images of the broken items or problem areas
• Note Specific Details: Record what's not working (e.g., broken appliance, damaged furniture, non-functioning facilities)
• Explain the Impact: Describe how the issue affects your stay and access to property areas

How to Contact Your Host

• Find your host's contact information in your booking confirmation email or the Holidu app
• Clearly describe the problem and attach your photos
• Request a prompt resolution or replacement

Step 2: What to Do If the Issue Remains Unresolved

If your host doesn't respond or the problem isn't fixed within a reasonable time, we're here to help. Please gather the following before contacting us:

• Your booking confirmation number
• Photos or videos of the issue
• Documentation of your communication with the host
• Dates when the problem occurred

Submit your complaint through your Holidu account so we can assist you in finding a solution. Your documentation will help us resolve the matter more quickly.

Key Takeaways

Contact your host first with clear documentation of the problem. If unresolved, reach out to us with supporting evidence. We're committed to ensuring your stay is comfortable and pleasant.