To handle a guest complaint, first check whether it is valid, assess how severely it affects the stay, and try to resolve it quickly with the guest. Respond within the expected timeframe for the severity level. If no appropriate solution or agreement is reached between host and guest, Holidu will step in.

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.

We've introduced an updated Guest Complaint Policy at https://holidu.atlassian.net/wiki/spaces/HKB/pages/edit-v2/7210303671. It provides a clear, structured approach for resolving issues fairly and efficiently. This helps guests receive timely support when needed and helps you prevent negative reviews that could affect your reputation and future bookings.

Why does handling guest 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 guest 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 (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 points of interest unavailable (restaurants, supermarkets)
• Typical cultural or local conditions, including noise disturbance typical for the property location, for example in a city centre
• Normal noise from 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 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 requested to inform you immediately if anything is not right during their stay, and they 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 is the severity of a complaint assessed?

Complaints are classified according to their impact on the guest's stay and the level of disruption.

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, the compensation will be handled by Holidu and recovered from you using the Balance Concept.

What response times are expected from hosts?

On-site issues for valid complaints

Severity	Expected host reply time after Holidu contacts you
Minor	Within 24 hours
Moderate	Same day (maximum 12 hours)
Major	Within 2 hours
Severe	Within 2 hours

After check-in issues 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

What are the platform responsibilities and policies 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.

What should hosts do if no agreement is reached with the guest?

Holidu will step in if no appropriate solution or agreement is reached between host and guest. Hosts should use the Holidu assistant to contact customer service.