What can I do if I cannot check in?

If you're unable to check in as planned, there are steps you can take to resolve the issue quickly. Follow the guidance below to get help and access your accommodation.

Check your booking details

Before taking further action, review the key information in your booking confirmation email or account:

• Check-in time: Verify you are arriving within the allowed check-in window. Some properties have specific check-in times.
• Access instructions: Review how you obtain the keys or enter the property, such as key collection, lockbox code, or meeting arrangements with the host.

Contact the property host or manager

If you cannot access the property or the instructions are unclear, reach out to the host or property manager immediately using the contact details in your booking confirmation email. Explain the issue clearly—for example, if the key is not in the expected location, the lockbox code is not working, or no one is available to meet you.

Contact Holidu customer support

If the host is unavailable or unable to resolve the situation, Holidu's customer support team can assist you. Have your booking details ready, including your confirmation number and property name, and explain the issue so they can quickly assess the situation.