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 how to report and resolve the issue quickly.

Step 1: Document the Issue

Before contacting your host, gather important details about the problem:

• Take photos: Capture clear images of the broken items or malfunctioning areas.
• Make notes: Record specific details, such as which appliance isn't working or what furniture is damaged.
• Describe the impact: Explain how the issue affects your stay (for example, if it prevents you from using a bathroom or kitchen).

Step 2: Contact Your Host Directly

Your first course of action should be to reach out to your host. Most issues can be resolved quickly through direct communication.

• Find contact information: Check your booking confirmation email or the Holidu app for your host's details.
• Explain the problem: Clearly describe what's broken and include your photos and notes. Request a prompt resolution.
• Be specific: Mention when you discovered the issue and whether it affects essential services like heating, water, or electricity.

Step 3: If the Issue Remains Unresolved

If your host doesn't respond or the problem persists after a reasonable timeframe, we're here to help. Contact our support team with:

• Your booking confirmation number
• Photos and descriptions of the problem
• Details of your communication attempts with the host
• Explanation of how the issue impacts your stay

We are committed to ensuring you have a pleasant stay and will work toward a fair resolution.