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 with clear steps and effective communication.

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.
• Record Details: Note specific information, such as which appliances are malfunctioning or what furniture is broken.
• Describe the Impact: Explain how the issue affects your stay—whether it prevents you from using certain areas or facilities.

Step 2: Contact Your Host Directly

Your first course of action should be to reach out to your host or the on-site contact person. Most issues can be resolved quickly through direct communication.

• Find Contact Information: Look for your host's details in your booking confirmation email or through the Holidu app.
• Explain the Problem Clearly: Describe what is broken or not working and request a prompt resolution. Include your photos and notes.
• Be Specific: Mention when the issue started and how it impacts your stay.

Step 3: If the Issue Remains Unresolved

If your host does not resolve the problem or you receive no response within a reasonable timeframe, take further action:

• Gather all documentation of your attempts to contact the host.
• Keep copies of your messages and photos showing the issue.
• Contact Holidu's support team with your booking details and documentation.
• Provide clear evidence of the problem and your communication efforts with the host.

Tips for Effective Communication

• Contact your host as soon as you discover the problem—do not wait.
• Use polite and clear language in all communications.
• Include dates and times when describing the issue.
• Keep all receipts if you purchase emergency items due to the broken facility.
• Stay calm and factual; avoid making accusations.

We are committed to ensuring you have a pleasant stay. When issues arise, clear communication between you and your host is the fastest path to resolution.