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 need to do to resolve the issue quickly and effectively.

Step 1: Document the Issue

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

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

Step 2: Contact Your Host Directly

Your first step should always be to reach out to the host or person in charge of the property. Most cleanliness issues can be quickly resolved through direct communication.

• Find Contact Information: Your booking confirmation email or the Holidu app will have the host's contact details.
• Describe the Problem: Explain the specific cleanliness issues you've found and ask for a prompt resolution. Be polite and specific about what needs to be cleaned.
• Request a Timeline: Ask how quickly the host can address the issues so you can plan your stay accordingly.

Step 3: If the Issue Remains Unresolved

If you're unsatisfied after contacting the host and the cleanliness problems persist, we're here to support you. We're committed to ensuring you have a pleasant stay.

• Gather Supporting Documentation: Prepare your photos and notes from Step 1 for submission.
• Submit a Complaint: Contact our customer support team with your documentation. We'll need clear evidence of the issue to assist you effectively.
• Explain the Impact: Describe how the uncleanliness has affected your ability to enjoy the property.

Why This Process Matters

Direct communication with your host is the fastest way to resolve cleanliness issues. Most hosts take pride in their properties and will respond quickly when made aware of problems. If a host is unresponsive or unwilling to address legitimate concerns, our team can intervene to find a solution and protect your booking experience.