How to Handle Guest Complaints

When a guest encounters an issue upon arrival or during their stay, handling it quickly and professionally is essential. Typical complaints include check-in problems, cleaning issues, missing items, damages, or amenities that don't match the listing. Taking a structured approach to resolve these issues fairly ensures that guests receive timely support while protecting your reputation and future bookings.

Why Handling Complaints Matters

• Fairness for guests: If something disrupts the stay and it wasn't the guest's fault (and wasn't clearly communicated before booking), guests 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.

Understanding Complaint Validity

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 (beach closed)

Examples of Typically Invalid Complaints

• Weather conditions
• Some non-essential points of interest unavailable (restaurants, supermarkets)
• Typical cultural or local conditions (includes noise disturbance typical for property location, for example, in city centre)
• Normal noise by neighbours during the day
• Minor dust on surfaces or spider webs
• Small amounts of dirt or fallen leaves on outside areas
• Old-fashioned furniture or interior
• Failure to read the advertisement properly
• Force Majeure on host side
• Damage by a third party, for example, burglary (unless proof of pre-existing security issue at the property)

Guests are requested to inform you immediately if anything is not right during their stay and have up to a week after check-out to report it. Most concerns can be resolved quickly when addressed on-site, and prompt communication helps prevent further inconvenience.

Assessing the Severity of an Issue

Complaints are classified according to the impact they have on the guest stay and the disruption caused. Understanding severity levels helps you respond appropriately and ensures consistency in handling issues.

Minor Issues

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

Examples: Not enough cutlery; worn furniture; non-essential appliances not working (toaster, coffee machine).

Moderate Issues

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; strong smell with identifiable source; incorrect location by more than 5 km; several separate minor issues.

Major Issues

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

Examples: Health or safety concerns (mould or pests); loss of critical utilities (water or electricity); night-time noise disturbance; more than 3 separate moderate issues.

Severe Issues

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: 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, a solution should be appropriate to the impact on the guest's stay.

Expected Response Times When Holidu Steps In

If you receive contact from Holidu regarding a guest complaint, it is important to respond within the expected timeframes to demonstrate your commitment to resolving the issue.

Response Times for On-Site Issues (Valid Complaints)

Severity	Expected Host Reply Time After Holidu Contacts You
Minor	Within 24 hours
Moderate	Same day (max. 12 hours)
Major	Within 2 hours
Severe	Within 2 hours

Response Times for After Check-Out Issues (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

When to Contact Customer Service

If a guest complaint cannot be resolved directly between you and the guest, you should use the Holidu assistant to contact customer service. Holidu will step in if no appropriate solution or agreement is reached between host and guest. If Holidu needs to intervene and compensation must be granted based on the severity and validity of the issue, the compensation will be handled by Holidu and recovered from you using the Balance Concept.

Understanding Platform Responsibility

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

Best Practices for Handling Complaints

• Respond promptly to guest concerns, especially for moderate, major, or severe issues.
• Communicate clearly and professionally, focusing on finding a solution.
• Assess the validity of the complaint against the guidelines provided.
• Document all communications with the guest for your records.
• When in doubt, contact the Holidu assistant to ensure proper handling.