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 these steps to resolve the issue quickly.

Step 1: Document the Issue

Before contacting your host, gather information about the problem:

• Take photos or videos of the broken items or malfunctioning areas
• Note specific details, such as which appliance or furniture is affected
• Describe how the issue impacts your stay (for example, if you cannot use certain facilities)
• Record the date and time you discovered the problem

Step 2: Contact Your Host Directly

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

• Find your host's contact information in your booking confirmation email or in the Holidu app
• Clearly explain the problem and share your documentation (photos and details)
• Request a prompt resolution
• Keep records of all communications

Step 3: If the Issue Remains Unresolved

If your host does not respond or the problem persists, contact our support team for assistance. Have your supporting documentation ready, as this helps us resolve your case more effectively.

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