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 guide on how to handle the situation focusing on streamlined communication and prompt resolution.

Step 1: Document and Report the Issue

Your first course of action should be to document the problem and contact your host or the person responsible on-site. Most issues can be quickly resolved by doing so.

Document the Issue

• Take Photos: Capture images of the broken items or areas that need attention.
• Make Notes: Record specific details, such as malfunctioning appliances or broken furniture.
• Describe the Impact: Explain if the issue is hindering you from using certain areas or facilities.

Contact Your Host

• Find Contact Information: The host's details can be found in your booking confirmation email or the Holidu app.
• Explain the Issue: Clearly describe the problem and request a prompt resolution.
• Be Specific: Share the photos and notes you've collected to help your host understand the severity of the issue.

Step 2: If the Issue Remains Unresolved

We are committed to ensuring you have a pleasant stay. If the issue remains unresolved after contacting the host, please reach out to our customer support team. To help us assist you effectively, provide supporting documentation of the issue, including the photos and descriptions you've gathered.

What We Need From You

• Clear description of the problem
• Photos or evidence of the broken item or malfunction
• Date and time you first reported the issue to your host
• Any communication with the host regarding the repair

Common Issues and Quick Fixes

Some issues may be resolved quickly without contacting your host:

• WiFi Not Working: Restart the router and your device.
• Lights Not Working: Check if the switch is on and replace bulbs if needed.
• Appliances Not Responding: Ensure they are plugged in and switched on at the outlet.

If basic troubleshooting doesn't work, proceed with documenting and reporting the issue to your host.

Your Rights as a Guest

Properties should be in a condition suitable for their described use. If broken items or non-functional facilities significantly impact your comfort and enjoyment, you have the right to request support from Holidu to resolve the matter or explore available options.