What to Do If Something Is Broken or Isn't Working: A Guide for Guests

A comfortable stay depends on a fully functional property. If you discover broken items or things that aren't working properly, here's how to report and resolve the issue quickly.

Step 1: Document the Issue

Before contacting your host, gather clear information about the problem:

• Take photos of broken items or malfunctioning areas
• Write down specific details (for example, which appliance isn't working or which furniture is damaged)
• Note how the issue affects your stay (for example, if you can't use a kitchen appliance or bedroom furniture)

Step 2: Contact Your Host Directly

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

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

Step 3: If the Issue Remains Unresolved

If your host doesn't resolve the problem after you've reported it, we're here to help. Contact our support team with:

• Your booking details
• Photos of the broken item or malfunctioning area
• A description of what isn't working and when you reported it to your host

Our team will work to find a solution and ensure your stay meets our standards.

What Counts as a Maintenance Issue

Report problems with:

• Appliances (refrigerator, stove, dishwasher, washing machine)
• Heating, cooling, or hot water systems
• Plumbing (leaks, broken toilets, non-functioning sinks)
• Broken furniture or damaged beds
• Non-working locks or doors
• Electrical outlets or light switches that don't work
• Wi-Fi or internet connection issues

Tips for a Faster Resolution

• Report issues as soon as you notice them
• Be specific about what's broken and when it stopped working
• Provide clear photos from different angles
• Stay polite and professional in all communications

We want your stay to be comfortable and enjoyable. If something isn't working, let us know, and we'll help make it right.