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 arrive at your booked property and find it isn't as clean as expected, here's what you should do to resolve the issue quickly and effectively.

Step 1: Document the Issue

Before reaching out, gather evidence of the cleanliness problems you've found.

• Take Photos: Capture clear images of any areas that need attention, such as dirty surfaces, unwashed dishes, or unmade beds.
• Make Notes: Write down specific details about what you've observed, including the location within the property and the type of issue.

Step 2: Contact Your Host Directly

Your first step should always be to reach out to the host, as they are best positioned to resolve the issue quickly.

• Find Contact Information: Your booking confirmation email or the Holidu app contains your host's contact details.
• Explain the Issue: Describe the specific cleanliness problems politely and ask for a prompt resolution. Provide the photos and notes you've gathered.
• Give Them Time to Respond: Allow the host a reasonable timeframe to address the problem.

Step 3: If the Issue Remains Unresolved

If you're unsatisfied after contacting the host or if the problem isn't resolved promptly, the next step is to contact Holidu support. We're committed to supporting you through any issues to ensure you have a pleasant stay.

• Submit a Complaint: Use the complaint submission option in the Holidu app or contact support through your booking confirmation.
• Provide Supporting Documentation: Include the photos and detailed notes you've taken as evidence of the cleanliness issue.
• Explain the Impact: Describe how the uncleanliness has affected your stay experience.

What Happens Next

Once you submit a complaint with documentation, the Holidu support team will review your case and work toward a resolution. This may include requesting the host to clean the property, offering you alternative accommodation, or discussing compensation depending on the severity of the situation and your booking terms.