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 with clear steps and effective communication.

Step 1: Document the Issue

Before contacting your host, gather information about the problem:

• Take Photos: Capture clear images of the broken items or malfunctioning areas
• Make Notes: Record specific details about what isn't working (for example, a broken appliance, damaged furniture, or non-functional utilities)
• Describe the Impact: Explain how the issue affects your stay and which areas or facilities you cannot use

Step 2: Contact Your Host Directly

Reach out to your host as soon as possible. Most issues can be resolved quickly through direct communication.

• Find Contact Information: Your host's details are available in your booking confirmation email or the Holidu app
• Explain the Problem Clearly: Describe what is broken or not working and share the photos and notes you've gathered
• Request a Resolution: Ask your host to address the issue promptly

Step 3: If the Issue Remains Unresolved

If you don't receive a satisfactory response from your host after a reasonable time, we're here to help. Contact our support team with:

• Your booking confirmation details
• Photos of the broken items or malfunctioning areas
• A description of the problem and its impact on your stay
• Evidence of your communication with the host (if applicable)

Key Takeaways

Acting quickly and providing clear documentation helps ensure faster resolution. Start with your host, stay professional in your communication, and reach out to our support team if needed. We're committed to making sure you have a comfortable stay.