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: Communicate Directly with Your Host

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 by doing so.

Document the Issue

• Take Photos: Capture images of the broken items or areas that need attention.
• Make Notes: Record specific details, such as malfunctioning appliances or broken furniture.
• Describe the Impact: Explain if the issue is hindering you from using certain areas or facilities.

Contact Your Host

• 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.

Step 2: If You're Unsatisfied, Know Your Next Steps

We are committed to ensuring you have a pleasant stay. If the issue remains unresolved after contacting the host, please provide supporting documentation of the issue for us to assist you effectively. Contact our support team through the Holidu app or your booking confirmation email with your photos and detailed description.

What Information to Provide

• Photos or videos of the broken item or malfunction
• Detailed description of the problem
• How the issue affects your stay
• Any communication with the host about the problem

By following these steps, you help us resolve the issue quickly and ensure you have the comfortable stay you deserve.