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, follow this guide to resolve the issue quickly and effectively.

Step 1: Document the Issue

Before contacting your host, gather information about the problem:

• Take photos of broken items or areas that need attention
• Record specific details, such as malfunctioning appliances or broken furniture
• Note if the issue prevents you from using certain areas or facilities

Step 2: Contact Your Host

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

• Find your host's contact information in your booking confirmation email or the Holidu app
• Clearly describe the problem and share your photos
• Request a prompt resolution

Step 3: If the Issue Remains Unresolved

If your host doesn't respond or the problem persists, contact Holidu support with documentation of the issue. We are committed to ensuring you have a pleasant stay and will help find a solution.

Provide supporting evidence including photos, dates, and details of your communication with the host to help us assist you effectively.