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 streamlined communication and complaint submission.

Step 1: Document the Issue

Before contacting anyone, gather evidence of the problem:

• Take Photos: Capture clear images of the broken items or areas that need attention.
• Make Notes: Record specific details about malfunctioning appliances, broken furniture, or other issues.
• Describe the Impact: Explain how the issue affects your ability to use certain areas or facilities.

Step 2: Contact Your Host Directly

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 through direct communication.

• 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 in detail and request a prompt resolution.
• Share Your Documentation: Provide the photos and notes you've gathered to support your report.

Step 3: If the Issue Remains Unresolved

We are committed to ensuring you have a pleasant stay. If the problem isn't resolved after contacting the host, follow these next steps:

• Contact Holidu Support: Reach out to our customer support team with your documentation and details about the issue.
• Provide Supporting Evidence: Include photos, timestamps, and your communication history with the host to help us assist you effectively.
• Describe the Resolution You Need: Clearly state what action would resolve the situation for you.

What Information to Have Ready

When reporting a broken item or malfunction, have the following information available:

• Your booking confirmation number
• The name and address of the property
• Specific description of what is broken or not working
• Photos of the issue
• The date and time you discovered the problem
• Any messages you've sent to the host about the issue

Key Takeaway

Quick resolution starts with clear communication. Contact your host first with documented evidence, and if needed, escalate to Holidu support with all relevant information. We're here to help ensure your stay meets your expectations.