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. Review your booking details and contact the property owner or our customer support team for assistance.

Check Your Booking Details

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

• Check-in time: Ensure you are arriving within the allowed time window. Some properties have strict check-in schedules.
• Access instructions: Review how you will receive keys or enter the property, such as key collection, lockbox code, or host meeting.

Contact the Property Owner 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, such as:

• The key is not in the expected location
• The lockbox code is not working
• 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 confirmation number, property name, and check-in instructions ready when you contact us.