What can I do if I cannot check in?

If you're unable to check in as planned, several steps can help you resolve the issue quickly and gain access to your accommodation.

Check your booking details

Start by reviewing the key information in your booking confirmation email or account:

• Check-in time: Verify you are arriving within the allowed check-in window
• Access instructions: Review how to obtain keys or enter the property, such as key collection points, lockbox codes, or host meetings

Contact the property owner or manager

If you cannot access the property or instructions are unclear, reach out to the host or property manager immediately using the contact details in your booking confirmation email. Explain the specific issue clearly, such as a missing key, non-working lockbox code, or no one available to meet you.

Contact Holidu customer support

If the host is unavailable or unable to resolve the situation, Holidu's customer support team can assist you. Have your booking confirmation number, property name, and check-in instructions ready before contacting support.

Prevent check-in problems

To avoid future check-in issues, confirm your check-in details before your trip and keep your host's contact information accessible. If you expect to arrive late, notify the host in advance to ensure access arrangements remain in place.