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 practical advice.

Step 1: Document the Issue

Before contacting anyone, gather information about the problem:

• Take photos or videos of the broken item or malfunctioning area
• Note specific details, such as which appliance isn't working or what furniture is damaged
• Describe how the issue affects your stay (for example, if it prevents you from using a kitchen or bathroom)

Step 2: Contact Your Host Directly

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

• Find your host's contact information in your booking confirmation email or the Holidu app
• Clearly explain the problem and request a prompt resolution
• Share the photos or details you documented
• Be specific about when you noticed the issue

Step 3: If the Issue Remains Unresolved

If the host doesn't respond or the problem isn't fixed, contact our support team. We are committed to ensuring you have a pleasant stay.

• Gather all documentation you've collected (photos, messages with the host, timeline of events)
• Submit your complaint through the Holidu app or help center
• Provide supporting evidence of the issue and your communication attempts
• Clearly describe how the broken item affects your ability to enjoy the property

What Happens Next

Once you submit a report to our support team, we will review your case and work toward a fair resolution. This may include contacting the host for their perspective, arranging repairs, or offering alternative solutions.

Tips for Quick Resolution

• Act quickly—report issues as soon as you notice them
• Keep all communication records with your host
• Be polite and specific when describing problems
• Take clear photos in good lighting