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.

Holidu has introduced an updated Guest Complaint Policy to provide a clear, structured approach for resolving issues fairly and efficiently. This ensures that guests receive timely support when needed, while also helping you prevent negative reviews that could impact 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.

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)

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
• A little bit of dust on surfaces or a spider web
• A little bit 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.

How Complaint Severity Is Assessed

Complaints are classified according to the impact they have on the guest stay and the disruption caused.

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.

Response Time Requirements

When Holidu steps in regarding on-site issues for valid complaints, the following response times are expected:

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

For issues reported after check-out, the following response times apply 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

Getting Support from Holidu

If you receive a guest complaint that you cannot resolve on your own, or if Holidu needs to step in to facilitate a resolution, contact the Holidu assistant to reach customer service. The Holidu assistant will help you document the complaint, assess its validity and severity, and work towards a fair resolution.

If 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.

Platform Responsibility and Policies

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