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, here's what to do to resolve the issue quickly and effectively.

Step 1: Document the Issue

Before contacting your host, gather evidence of the cleanliness concerns:

• Take photos of any areas that need attention, such as dirty surfaces, unwashed dishes, or soiled linens
• Write down specific details about what you've found and where, including the time you discovered the issues

Step 2: Communicate Directly with Your Host

Your first step should always be to reach out to the host or person in charge of the property, as they are best positioned to address the issue immediately.

• Find your host's contact information in your booking confirmation email or within the Holidu app
• Explain the cleanliness issue clearly and respectfully, referencing the specific areas of concern
• Ask for a prompt resolution, such as immediate cleaning or access to cleaning supplies
• Be prepared to share the photos you've taken if the host requests evidence

Step 3: If the Issue Remains Unresolved

If you've contacted your host and the cleanliness issue hasn't been resolved to your satisfaction, we're here to help. Submit a formal complaint through the Holidu platform with your supporting documentation, including photos and details of your communication with the host. We will review your case and work toward a fair solution.

Please note that providing supporting documentation of the issue is essential for us to assist you effectively.