What to Do If Your Booked Property Isn't Clean: A Guide for Guests

We know how important it is for you to enter a clean and inviting space. If you find your booked property isn't as clean as expected, follow these steps to resolve the issue quickly and effectively.

Step 1: Document the Issue

Before contacting your host, gather evidence of the cleanliness problems you've encountered.

Take Photos

Capture clear images of any areas that need attention. This visual documentation will help your host understand the extent of the issue and enable them to respond appropriately.

Make Detailed Notes

Write down specific details about what you found, such as unwashed dishes, dirty linens, dust on surfaces, or any other cleanliness concerns. Include the time you discovered these issues and which areas of the property are affected.

Step 2: Communicate Directly with Your Host

Your first step should always be to reach out to your host or the person in charge at the property, as they are best positioned to resolve the issue promptly. Most cleanliness concerns can be quickly resolved through direct communication.

Find Your Host's Contact Information

Your booking confirmation email or the Holidu app contains your host's contact details. Look for phone numbers, email addresses, or messaging options within the app.

Explain the Problem Clearly

Contact your host and describe the cleanliness issues you've discovered. Be specific about which areas need attention and refer to the photos and notes you've prepared. Request a prompt resolution, such as immediate cleaning or access to cleaning supplies.

Step 3: If the Issue Remains Unresolved

If you've contacted your host and the cleanliness problems persist or are not addressed to your satisfaction, additional support is available. We're committed to ensuring you have a pleasant stay.

Submit a Formal Complaint

If direct communication with your host doesn't resolve the issue, you can escalate the matter through Holidu's support system. Please note that we will need supporting documentation of the issue to assist you effectively. This includes the photos and detailed notes you've already gathered, as well as a record of your communication with the host.

What Happens Next

Once you submit your complaint with supporting evidence, Holidu's customer support team will review your case and work toward finding a solution. This may include requesting that your host address the cleanliness issues immediately or exploring other remedies to ensure your satisfaction.

Summary

When you discover cleanliness issues at your booked property:

1. Document the problems with photos and written notes
2. Contact your host directly with specific details and a request for resolution
3. If unresolved, submit a formal complaint to Holidu with your supporting documentation

Taking these steps helps ensure that cleanliness concerns are addressed quickly and fairly, allowing you to enjoy your stay.