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 focusing on streamlined communication and complaint submission.

Step 1: Document the Issue

Before contacting your host, gather information about the problem:

• Take Photos: Capture clear images of the 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 if the issue is preventing you from using 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 and request a prompt resolution.
• Share Documentation: Send the photos and notes you gathered to support your report.

Step 3: If the Issue Remains Unresolved

If you're unsatisfied after contacting the host, we are committed to ensuring you have a pleasant stay. Follow these next steps to find a solution:

• Keep all documentation of the issue, including photos and correspondence with the host.
• Contact our support team through the Holidu app or website to report the unresolved maintenance issue.
• Provide supporting documentation so we can assist you effectively.

What to Expect

We take maintenance concerns seriously and will work with you and the host to reach a resolution as quickly as possible.