I would also try Cagatay Aras, I am sure he will help. First time we used him when my husband had a toothache and we were given his number, my husband rang him at 6.30pm. and left a message on his Voicemail. We where sure we would not hear back that night, but he rang us at 7.30pm with an appointment for the next morning.
Also, Mr Tickets, tell your guest to contact his Travel Insurance Company and get a claim number before he gets the repair. Cagatay will give him a full receipt.