Reservations
Most common guest complaints and how to address them
During a guest's stay, issues can arise. Here are the most common complaints and how you can address them effectively:
Check-In Problems and Communication Issues it is really important for you to provide clear check-in instructions in a timely manner. Check-in instructions can be added to the arrival information of your property. Please, remember to keep this information up-to-date, including the contact details for the check-in person. Please ensure your guests receive the correct information and update them personally via email, SMS or WhatsApp if a change occurs after they booked.. Here you can see how to update your arrival info: How to modify my account details?
It might happen that, despite your instructions, the guests still face some problems during their check-in. Make sure the check-in person is reachable at all times during check-in hours. A speedy reaction is essential to solve the issue as soon as possible and avoid further complaints or worse, possible cancellation by the channel if your guests cannot check in.
If you have any language barrier with your guests, our Customer service team will be happy to help you and contact the guests on your behalf.
Incorrect Location Please, be sure that the address and the location on the map of your property are correct. If you see that the address information is wrong (wrong address, wrong house number or wrong pin on the map), please inform our Customer Service as soon as possible.
Discrepancies Between Photos and Reality The pictures in the photo gallery must match the real offer. For example, if a barbecue is among the pictures, it should also be there when the guests are at the property.
Missing Amenities: it is crucial to keep your listing updated. If an amenity is not available anymore, please remove it from the service configuration. Here you can see how to modify amenities: How can I change or modify my property’s amenities?
Be sure to contact our customer service so that your description can be amended. When a service is activated or disabled in the configuration, the text is unfortunately not updated automatically!If any amenity is temporarily or fully unavailable (for example: pool is temporarily inaccessible or grill has been removed and won’t be replaced), you must inform all future guests who booked at the time when the amenity was configured as available. Please, consider the possibility of a compensation for those guests as their stay will be impacted by the missing amenity. Legally, they are entitled to compensation to make up for the unavailable amenity they booked. The amount is at your discretion and our customer happiness team can be of advice.
Additionally, it is important to specify in the description text any kind of restrictions your property may suffer from: for example, pool opens only during certain periods of the year or times.
Cleaning Issues Guests expect to find a clean property with no traces of previous guests, ensure thorough cleaning (remove food from previous guests in the fridge, for example)
Safety Hazards: Issues like mold or pests are serious safety hazards. Proven hazards can lead to booking cancellations and full refunds to guests. Some channels may unpublish your property and cancel future bookings until the problem is resolved.
Security Cameras (CCTV): It is mandatory by law to mention them in your property description and to configure them in your amenities. Be aware that channels take this discrepancy very seriously and may unpublish your property in case of non-compliance.
Here you can find more related information Security devices and CCTV.
Although guests are advised to contact the Host on site to report any issue impacting their stay, they do not always do it and contact the channel they booked through or Holidu instead. In this case, we will contact you to inform you and ask you to assist your guest and help them solve the issue. If the guest contacts you directly, please assist them as soon as possible to ensure a swift resolution and avoid an escalation.A prompt reaction is key. Please inform our Customer Happiness Team about the claim raised by your guest and attach any kind of proof (chat screenshots, pictures of the issue and the steps taken) so that we can document it on the channel (if applicable) and mediate better should the guest contact us as well or decides to involve the channel they booked through.
Please, make sure to keep your advertisement up to date and to inform us promptly about any important changes which were done. An excellent accuracy will automatically improve your guests’ ratings and thus, the number of bookings you receive.
We advise against issuing any direct refund to the guests. In case you want to refund your guests, please inform us, we will be happy to mediate. If you want to refund your guests, we will find the best and more secure way to do so, based on the case.Please inform yourself about the channels’ standards and terms and conditions. Both Airbnb and Booking.com can decide to refund guests who provide enough documentation illustrating issues they are encountering during their stay.
More information about Booking.com´s policy here: Customer terms of service
More information about Airbnb's policy hereWhat is the “Flexible stays” feature?
The flexible stays feature allows properties to gain additional earnings for those nights that, due to gaps between bookings, do not match the criteria for the rest of the configured season (minimum stay or check-in/out days). These gaps appear in purple and can be activated quite easily. This purple view does not block your calendar(s).
Just click on the particular purple gap and activate it, it is that simple.
You can choose between 1, 2 or 3 nights minimum stay for the gap period and increase the price per night up to 25% over the currently configured price.
What are the benefits for you?
Gain more visibility
More bookings for peak seasons where short stays are on high demand
Get more reviews from “flexible stays" bookings
Higher positioning on search results for those dates
Things to keep in mind:
This feature is enabled for the next 12 months for the gaps that do not allow your configured rates to be applicable.
Check-in and check-out days are set to “all days”
You will see the purple gaps in both your property calendar and your account calendar (in case you have more than one property)
You will identify bookings made thanks to the flexible stays easily by looking at the tags
The Feature can be activated by going to the property “configuration”, then clicking on “pricing” and at the bottom of the page, you will see the tab to activate/deactivate it, or directly doing it from the calendar view. We will automatically activate this feature for you on May 30th, 2024, unless you have opted out via our email campaign.
In case of any doubt, please contact us through this form How to Request a Reservation Cancellation
A cancellation should always be the very last resort, as it is a contract breach between your guests and yourself. All channels thus impose penalties for cancellations except in the case of force majeure events (e.g. natural disasters). These fees help cover relocation costs (a legal requirement) to ensure guests will still have a place to stay.
You can request a cancellation directly through your account by following these steps:
Navigate to the “Bookings” section and select the reservation you wish to cancel.
Select the “Request cancellation” button. You will be redirected to a cancellation form where you can:
Confirm the reservation number.
Select the reason for cancellation from the dropdown menu.
Provide any additional information.
Upload supporting documents (e.g., proof of a force majeure event such as clear pictures, invoices, receipts, or web links).
Alternatively, you can request cancellation by going to More > Contact and selecting:
“I need help with a booking (payout, cancellation, invoice, guest information, etc.)”
From the dropdown menu, choose “I want to request a booking cancellation”.
Enter the correct booking ID and follow the instructions provided.
What to Include in the Cancellation Form:
Booking ID: Ensure you confirm the correct reservation.
Reason for Contact: Select the appropriate reason from the dropdown menu.
Details of the Request: Be as specific as possible.
Force Majeure Documentation: If you are canceling due to a force majeure event, it is essential to upload clear, verifiable documentation (e.g., pictures, newspaper articles, receipts). These documents must be submitted promptly to meet the portal's deadlines. Proper verification is required to waive any penalties.
Non-Force Majeure Cancellations: If the cancellation isn't due to a force majeure event or if you cannot provide documentation, cancelling will incur fees, which you must accept upon submitting the cancellation request. For more details on what qualifies as a force majeure, click [here].
Guest Contact: Have you informed the guest of the cancellation?
Alternative Solutions: Do you have any alternative options for the guest, such as a different property to offer or slightly different dates?
Important:
After completing the form, you will be informed of any foreseen fees associated with the cancellation. Once you agree, you can submit your cancellation request. Please note, the fees may be higher depending on the price of the guests’ relocation.
We prioritize cancellations based on the booking's check-in date and will address your request as soon as possible.
Please Note:
Airbnb: As of their latest policy update, all homeowner-initiated cancellations are subject to a minimum fee of $50 USD. The fee varies based on the reservation amount and the timing of the cancellation. For more information, click here.
Related articles:
Cancellation penalties
Force MajeureHandling Guest Complaints
When a guest arrives at your property or has been staying for a few days and encounters an issue, it's crucial to address their complaints promptly and effectively. Common complaints may involve cleaning, missing items, or damaged items amongst others.
Guests are entitled to compensation for any disruptions during their stay that they were not responsible for and were not clearly informed about before booking. The compensation should be proportional to the impact of the disruption.
Addressing complaints promptly is crucial. While guests may mention issues in their reviews, they are likely to be more positive if the host responded quickly and effectively. Positive reviews directly influence the number of future bookings you receive.
Moreover, compensation doesn't always have to be monetary. Many guests appreciate gestures like local produce, a complimentary dinner, or similar thoughtful offerings.
Immediate Response and Communication
Maintain constant contact with the guest and provide an instant solution whenever possible.
If the issue cannot be resolved immediately, keep your guest regularly updated on the progress.
Document the problem with photos or videos, including a timeline of when the issue started and how long it took to resolve. This documentation can be shared with the relevant platform if needed.
Handling Compensation Requests
Guests may request compensation for the inconvenience. If you are unsure of the appropriate amount to offer, please contact us for guidance.
We are also available to mediate between both parties if the situation becomes uncomfortable or if there is a language barrier.
Ensure that any agreed refund percentage is clearly understood; mention a clear amount, or a percentage on the total price paid by the guest. For example, if you offer a 50% refund, the guest will expect to receive 50% of the total booking price. You must cover this amount, as the platform will not refund their commission for issues at the property.
Processing Refunds
If you agree to refund or compensate the guest, inform us so we can process the refund on your behalf.
In rare cases, both parties may agree to a direct refund from host to guest. If this occurs, especially with cash payments, create a receipt signed by both parties and make sure to send us a copy of it so we are aware.
Platform Interactions
Although guests are advised to contact the person onsite, sometimes they contact the booking platform instead. The platform will then reach out to us, and we will ask you to contact the guest promptly with a solution.
If we do not receive a response from you, the platform may proceed to issue a partial or full refund, which will require a bank transfer from you.
Platform Responsibility
Keep in mind, the different platforms are not responsible for issues related to the property itself and will not refund their commission.
Be aware of each platform’s hosting standards. In agreement with these, they will refund or cancel bookings in case of violations, provided the guest gives valid documentation.
By following these guidelines, you can ensure that guest complaints are handled efficiently and professionally.
Related articles:
Airbnb refund policies
Most common guest complaintsWhat is the cancellation penalty?
For cancellations due to unavailability, a cancellation penalty will be charged.
It is your (the homeowner's) responsibility to keep your calendar up to date.
You can refer to your agreement with Holidu if you have questions about the penalties that apply to cancellations or you can contact your Account Manager. Clause 11: Cancellations by Accommodation Provider
**11.1** Accommodation Provider is not entitled to cancel a confirmed booking.
**11.2** In case Accommodation Provider needs to cancel a Booking, Accommodation Provider shall immediately reimburse Holidu for any pre- payments already made. If cancellation is due to demonstrable force majeure no penalty shall apply. In any other case, the following penalties shall apply:
**11.2.1** 50€; if cancelled within the first 24 hours (twenty- four) of the time of booking.
**11.2.2** 10% (ten percent) of the booking’s net payout (excluding Holidu Fee, Platform Fee and Processing fee) and minimum 50€ if cancelled up until seven days from the date the Booking has been made;
**11.2.3** 20% (twenty percent) of the booking’s net payout (excluding Holidu Fee, Platform Fee and Processing fee) and minimum 50€ if cancelled within eight to fifteen days from the date the Booking has been made;
**11.2.4** 30% (thirty percent) of the booking’s net payout (excluding Holidu Fee, Platform Fee and Processing fee) and minimum 50€ if cancelled after fifteen days from the date the Booking has been made;
**11.3** In case that Platforms charge Holidu reallocation fees and to the extent that such fees are not fully covered by above penalty, Holidu has the right to add the balance to the total Penalty Fee. In case Platforms charge Holidu other penalty fees that relate to an actual (i.e. non-cancelled) Booking in Accommodation of Accommodation Provider, incl. but not limited to compensation or mitigation payments for malfunctioning equipment, renovation work, unavailable swimming pool in contrast to description on Listing etc., Holidu is entitled to pass on such penalty fees by charging Accommodation Provider the same amount.
**11.4** Force majeure includes, without limitation, situations in which Accommodation Provider is no longer factually or legally able to rent out the Accommodation, such as in case Accommodation Provider no longer owns or has legal control over the Accommodation, in case of fire, flood, earthquake, storm, hurricane or other natural disaster, war, terrorist activities, nationalization, government sanction, blockage, embargo, labor dispute, strike, lockout or interruption. In the event of reasonable and justified doubt, Holidu may ask the Accommodation Provider to provide reasonable evidence of the causality between the Force Majeure Event and the cancellation.
**11.5** In case of a cancellation by the guest, the cancellation policies according to the respective Platform Terms (see Portal) shall apply.
**11.6** Holidu reserves the right to net pending claims (receivables) with pending payouts (payables) that exist with Accommodation Provider (§ 387 BGB). Upon request Holidu provides a breakdown via e-mail or via the Portal of further details regarding the netting calculation
*Please keep in mind Airbnb has updated their cancellation policy in August 2022 to enforce host cancellation fee with a minimum of 50$. As of October 9th 2023, all cancellations by hosts can have a cancellation fee of at least 50$. The cancellation fee is based on the reservation amount and when the reservation is cancelled. If the cancellation is done 48 hours before check-in they will charge you 50% of the rental amount. You can find more information on their policy here.
Handling Guest Complaints
When a guest arrives at your property or has been staying for a few days and encounters an issue, it's crucial to address their complaints promptly and effectively. Common complaints may involve cleaning, missing items, or damaged items amongst others.
Guests are entitled to compensation for any disruptions during their stay that they were not responsible for and were not clearly informed about before booking. The compensation should be proportional to the impact of the disruption.
Addressing complaints promptly is crucial. While guests may mention issues in their reviews, they are likely to be more positive if the host responded quickly and effectively. Positive reviews directly influence the number of future bookings you receive.
Moreover, compensation doesn't always have to be monetary. Many guests appreciate gestures like local produce, a complimentary dinner, or similar thoughtful offerings.
Immediate Response and Communication
Maintain constant contact with the guest and provide an instant solution whenever possible.
If the issue cannot be resolved immediately, keep your guest regularly updated on the progress.
Document the problem with photos or videos, including a timeline of when the issue started and how long it took to resolve. This documentation can be shared with the relevant platform if needed.
Handling Compensation Requests
Guests may request compensation for the inconvenience. If you are unsure of the appropriate amount to offer, please contact us for guidance.
We are also available to mediate between both parties if the situation becomes uncomfortable or if there is a language barrier.
Ensure that any agreed refund percentage is clearly understood; mention a clear amount, or a percentage on the total price paid by the guest.. For example, if you offer a 50% refund, the guest will expect to receive 50% of the total booking price. You must cover this amount, as the platform will not refund their commission for issues at the property.
Processing Refunds
If you agree to refund or compensate the guest, inform us so we can process the refund on your behalf.
In rare cases, both parties may agree to a direct refund from host to guest. If this occurs, especially with cash payments, create a receipt signed by both parties and make sure to send us a copy of it so we are aware.
Platform Interactions
Although guests are advised to contact the person onsite, sometimes they contact the booking platform instead. The platform will then reach out to us, and we will ask you to contact the guest promptly with a solution.
If we do not receive a response from you, the platform may proceed to issue a partial or full refund, which will require a bank transfer from you.
Platform Responsibility
Keep in mind, the different platforms are not responsible for issues related to the property itself and will not refund their commission.
Be aware of each platform’s hosting standards. In agreement with these, they will refund or cancel bookings in case of violations, provided the guest gives valid documentation.
By following these guidelines, you can ensure that guest complaints are handled efficiently and professionally. Airbnb refund policies
If Airbnb is among your distribution channels, it is very important for you to know more about their refund policies.
The Airbnb Team ensures the whole booking experience runs as smoothly as possible, both for the guest and for the Host. This is why they have set up a hosting standard policy, which you agree to follow by advertising on their platforms. You can read the hosting standard policy here.
Please note that a breach of this policy can lead to guest cancellations, compensation claims or even suspension of advertisement by Airbnb.
For a list of common guest complaints, you can refer to this article
Be aware that when guests report an issue to Airbnb, their customer service can determine if a refund should be issued, according to their policy. The amount refunded depends on the severity of the issue and the impact on the guest's stay.
Guests are advised to always contact the Host first for any issue which can be quickly solved. If the Host is unresponsive or doesn't offer a prompt solution, the guest can involve Airbnb in their claim.
When Airbnb refunds the guest, they also adjust our payout. Therefore, we will need to collect the equivalent amount from you. We will usually request you to do a bank transfer. As the accommodation provider, you are responsible for addressing any claims related to property issues.We understand that it can be unpleasant for you. At Holidu we want to provide the best support. We will gladly dispute Airbnb's decision whenever possible, and we will request any relevant proof from you to assist in our dispute.
Be assured that our customer service will try their best to support you in any dispute with Airbnb.
We appreciate your understanding and cooperation.
Force Majeure
What is force majeure?
Force majeure is an unexpected incident that can not be blamed on human failure. Typically, force majeure is limited to natural disasters, such as:
earthquakes
flooding
hurricanes
wildfires
volcanic eruptions
pandemics
Apart from these instances, force majeure can also include other incidents which are out of the control of the parties involved, such as:
war
strikes
riots
crime
What do I do if I have to cancel a booking due to force majeure?
In this case, you should come to an agreement with your guest. For example, they may be able to change the dates of their booking. Or, you can agree to a partial or full refund. Although you are not responsible in the case of force majeure, please keep in mind that your guests are also not at fault.
What is not included in force majeure and why?
Any incident that can be attributed to negligence or malfeasance of a party is not considered force majeure. This includes:
broken water pipes
no water at the property
no electricity at the property
fire at the property (except when due to wildfire)
any damage to the property due to material failure
selling the property
Who is responsible for incidents mentioned above if it’s not force majeure?
For example, If damage to a property is provoked by a broken water pipe, the culprit is either the property owner, who had not checked the pipes regularly, or the construction company, who installed faulty pipes. In the case of a regional issue, it might be the municipality who has to take on the responsibility. If the property owner sells the property, knowing that they have active contracts with guests, the house owner is responsible for the relocation of the guests.
What do I do if I have to cancel a booking due to a case of negligence?
If you still need to cancel the booking please be sure to specify it along with the appropriate documentation (clear pictures, original invoices or receipts, weblinks etc.). The documentation should be sent as soon as possible to comply with the channel’s deadlines.
In these cases, your guests are entitled to a full refund as well as a relocation. Any costs arising from this cancellation should be invoiced to the responsible party (e.g. the municipality) afterward.
To reach us, please use the contact form directly from your account by navigating to More > Contact in the upper right-hand corner. Ensure that you fill in all the requested information so that our customer service agents can address your case as efficiently as possible.
Guest complains after check-in
Your guest has just arrived at your property or is already staying for a few days and suddenly they complain about something (cleaning, missing items, damage etc.).Please inform us right away for instance via Whatsapp or email and try to solve the possible issues together with your guest. Demonstrate that you are available and ready to help. Please do not issue any refunds directly to your guests; neither cash nor bank transfer. Any compensation offered to the guest must be made officially through the channel and payment method the guest used for his booking. We are here to assist you with our expertise so that you can make the best decision when it comes to a possible compensation. Also in case of communication we issues, our international team is happy to assist and translate for you during our working hours.If your guest has booked through Airbnb, please be aware of their hosting standard policy which could allow them to decide on a refund or on a cancellation in case of violation of said standards if valid documentation is provided by the guest. Especially in cases which pose a health hazard, such as mold, missing water, missing electricity, or even property not as advertised, Airbnb may decide on a full refund. Please document your side of the story with evidence like pictures, Whatsapp chats and similar and send them to us. The more solid your argumentation is, the easier it will be for us to mediate.