When a guest reports a problem at check-in or during their stay, respond quickly and professionally. Holidu's Guest Complaint Policy (https://holidu.atlassian.net/wiki/spaces/HKB/pages/edit-v2/7210303671) gives you a clear, structured approach for resolving issues fairly and efficiently. Typical complaints include check-in problems, cleaning issues, missing items, damages, or amenities that don't match the listing.

Why does handling complaints matter?

• 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.

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 POIs 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 POIs unavailable (restaurants, supermarkets)
• Typical cultural or local conditions, including noise disturbance typical for the property location (for example, in a city centre)
• Normal noise by neighbours during the day
• A little dust on surfaces or a spider web
• A little dirt or fallen leaves on 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, burglary (unless there is proof of a pre-existing security issue at the property)

Guests are asked to inform you immediately if anything is not right during their stay. They have up to a 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 is the severity of an issue assessed?

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

Minor

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 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 an identifiable source; incorrect location by more than 5 km; several separate minor issues.

Major

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

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

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

After check-in issues for valid complaints

What is the platform responsibility for complaints?

• 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.

How do I involve Holidu in a guest complaint?

If Holidu needs to step in, hosts should use the Holidu assistant to contact customer service.