When a guest reports a problem during their stay, respond quickly, stay professional, and work toward a fair solution. Complaints often involve check-in problems, cleaning issues, missing items, damage, or amenities that do not match the listing. Holidu provides a Guest Complaint Policy to help hosts resolve these issues in a clear and structured way.

Read the full policy here: Guest Complaint Policy

Why handling complaints matters

• Fairness for guests: If something disrupts the stay, and it was not the guest's fault and was not clearly communicated before booking, the guest may be entitled to compensation.
• Better reviews and future bookings: Fast, solution-focused communication increases the chance of a positive outcome and protects your rating.

When is a complaint considered valid?

A complaint can be considered valid if the problem is linked to the accommodation or its surroundings and could reasonably have been prevented, communicated, or handled.

Examples of typically valid complaints

• Poor property conditions
• Non-functional or unavailable amenities
• Wrong advertisement
• Inaccessibility to the property
• Property uninhabitable
• Poor road conditions in the vicinity of the property without an alternative route
• Essential advertised points of interest unavailable (for example, a beach that is closed)

Examples of typically invalid complaints

• Bad weather or natural events outside anyone's control
• Normal local conditions that are typical for the destination or area and not specific to the property
• Weather conditions
• Some non-essential points of interest unavailable (for example, restaurants or supermarkets)
• Typical cultural or local conditions, including noise disturbance typical for the property location, such as in a city centre
• Normal daytime noise from neighbours
• A little dust on surfaces or a spider web
• A little dirt or fallen leaves in outside areas
• Old-fashioned furniture or interior
• Failure to read the advertisement properly
• Force majeure on the host side
• Damage by a third party, for example, a burglary (unless there is proof of a pre-existing security issue at the property)

Guests should inform you immediately if anything is not right during their stay. Guests have up to one week after check-out to report an issue.

Most concerns can be resolved quickly when addressed on-site, and prompt communication helps prevent further inconvenience. Holidu will step in if no appropriate solution or agreement is reached between you and the guest.

How do we assess the severity of an issue?

Complaints are classified according to their impact on the guest's stay and the level of disruption they cause.

Minor

Small inconveniences that do not affect the usability of the property or the overall stay.

Examples: not enough cutlery, worn furniture, non-essential appliances not working (such as a toaster or coffee machine).

Moderate

Issues that affect comfort or parts of the property's functionality, but the stay can continue.

Examples: temporary loss of hot water, Wi-Fi, or heating; cleanliness issues; bugs; daytime noise disturbance; bedrooms being locked; a strong smell with an identifiable source; an incorrect location by more than 5 km; several separate minor issues.

Major

Issues that significantly limit the intended use of the property or cause serious disruption.

Examples: health or safety concerns (mould or pests); loss of critical utilities (water or electricity); night-time noise disturbance; more than three separate moderate issues.

Severe

The property is not usable or accessible, or there is a serious health, safety, or privacy breach. The guest may not be able to stay or may need to leave.

Examples: the guest cannot access the property at check-in; flooding or fire; bed bugs; severe mould; CCTV in private areas; host entry without permission; not enough beds or space for the booked number of guests.

For moderate, major, or severe issues, the solution should be appropriate to the impact on the guest's stay.

If Holidu needs to step in and compensation must be granted based on the severity and validity of the issue, Holidu will handle the compensation and recover it from you using the Balance Concept.

What time frame is required from you when Holidu steps in?

On-site issues for valid complaints

Severity	Expected host reply time after Holidu contacts you
Minor	Within 24 hours
Moderate	Same day (maximum 12 hours)
Major	Within 2 hours
Severe	Within 2 hours

After check-in issues for valid complaints

Severity	Expected host reply time
Minor	Within 2 working days
Moderate	Within 2 working days
Major	Within 2 working days
Severe	Within 2 working days

What are the platform responsibilities and policies?

• Booking platforms are not responsible for property-related issues and will not refund their commission.
• Each platform has hosting standards that allow it to refund or cancel bookings if a guest provides valid documentation of a violation, such as health hazards or misrepresented listings.

How do I contact Holidu customer service about a guest complaint?

If you need Holidu to step in, contact Holidu customer service through the Holidu assistant. Include the booking details and a clear description of the complaint so the team can review the issue and respond quickly.