What to Do If Something Is Broken or Isn't Working: A Guide for Guests

A comfortable stay depends on a fully functional property. If you encounter broken items or things that aren't working properly, here's how to resolve the issue quickly and effectively.

Step 1: Document the Problem

Before contacting your host, gather information about the issue:

• Take photos of broken items or malfunctioning areas
• Note specific details about what isn't working
• Describe how the issue affects your stay

Step 2: Contact Your Host Directly

Reach out to your host as soon as possible. Most issues can be resolved quickly through direct communication.

• Find your host's contact information in your booking confirmation email or the Holidu app
• Clearly describe the problem
• Share the photos you took
• Request a prompt resolution

Step 3: If the Issue Remains Unresolved

If your host doesn't respond or the problem isn't fixed, we're here to help. Contact our support team with your documentation so we can assist you further.

We're committed to ensuring you have a pleasant stay. Providing supporting evidence of the issue helps us resolve it more quickly.