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, follow these steps to resolve the issue quickly and effectively.

Step 1: Document the Issue

Before contacting your host, gather information about what's broken or not working:

• Take Photos: Capture clear images of the broken items or malfunctioning areas.
• Make Notes: Record specific details about what isn't working (e.g., broken appliances, furniture damage, plumbing issues).
• Describe the Impact: Explain how the issue affects your stay and which areas or facilities you cannot use.

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: Your host's details are available in your booking confirmation email or within your booking app.
• Explain the Problem: Clearly describe what's broken or not working, and provide your photos and notes as supporting evidence.
• Request Prompt Resolution: Ask for a specific timeline for when the issue will be fixed.

Step 3: If the Issue Remains Unresolved

If your host does not respond or the problem persists after contacting them, you have additional options:

• Gather Documentation: Keep all messages, photos, and notes related to the broken item or malfunction.
• Contact Customer Support: Reach out to our support team with your documentation. We are committed to ensuring you have a pleasant stay and will work to find a solution.
• Provide Details: Include specific information about the issue, when you reported it, and what response you received from your host.

Tips for Quick Resolution

• Report issues as soon as you notice them, not at the end of your stay.
• Use clear, factual language when describing the problem.
• Keep copies of all communication with your host.
• Be specific about how the issue affects your comfort or safety.

Your comfort and safety during your stay are important to us. By following these steps and maintaining clear communication, most issues can be resolved quickly.