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 straightforward guide on how to handle the situation.

Step 1: Document and Contact Your Host

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

Document the Issue

• Take photos of broken items or malfunctioning areas
• Note specific details, such as which appliances or furniture are affected
• Describe how the issue impacts your stay and use of facilities

Contact Your Host

• 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 your photos and notes to help the host understand the issue

Step 2: Follow Up If the Issue Remains Unresolved

If the host does not resolve the issue within a reasonable timeframe or you're unsatisfied with their response, document your attempts to contact them. Keep records of all communication for reference.

You can then escalate the matter through the appropriate channels by providing your booking details and documentation to Holidu support. This helps us assist you more effectively in finding a solution.

What Information You'll Need

• Your booking confirmation number
• Photos of the broken items or issues
• Details of when you reported the problem to your host
• Copies of your communication with the host

By following these steps, you help ensure that issues are resolved quickly and fairly for everyone involved.