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 broken items or areas that need 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 which areas or facilities you cannot use

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: Check your booking confirmation email or the Holidu app for your host's details
• Explain the problem: Clearly describe what's broken and include your photos and notes
• Request a solution: Ask for prompt resolution or a workaround while the issue is being fixed

Step 3: If the Issue Remains Unresolved

If your host doesn't respond or the problem persists, contact Holidu's customer support team. Have your documentation ready to help us understand the situation and find a solution quickly.

We are committed to ensuring you have a pleasant stay and will work to resolve any issues that affect your experience.