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.
- 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.
- 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.
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