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.

Step 1: Document the Issue

Before contacting your host, gather information about the problem:

• Take photos of broken items or malfunctioning areas
• Write down specific details about what isn't working
• Note how the issue affects your stay

Step 2: Contact Your Host

Reach out to your host as soon as possible. This is the fastest way to resolve most issues.

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

Step 3: If the Issue Remains Unresolved

If your host doesn't respond or cannot fix the problem within a reasonable timeframe, contact Holidu's customer support team. Provide all documentation of the issue to help us assist you effectively.

We are committed to ensuring you have a pleasant stay and will work to find a solution.