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

We understand how important it is for you to enter a clean and welcoming space when you arrive at your booked property. If you find that your accommodation isn't as clean as expected, this guide will help you take the right steps to resolve the issue quickly and effectively.

Step 1: Document the Issue

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

• Take photos of areas that need attention, such as dirty surfaces, unwashed dishes, or soiled linens
• Write down specific details about what you've found, including the location within the property and the nature of the problem
• Note the time you discovered the issue

Step 2: Contact Your Host Directly

Your first step should always be to reach out to your host or the person in charge of the property, as they are in the best position to resolve the issue promptly.

• Find the host's contact information in your booking confirmation email or through the Holidu app
• Describe the cleanliness issues clearly and politely
• Include the photos and specific details you documented
• Request a prompt resolution and specify what you need (immediate cleaning, room change, or other remedies)

Step 3: If the Issue Remains Unresolved

If your host does not respond or the problem persists after your direct communication, we are here to support you. We are committed to ensuring you have a pleasant stay and will help you reach a solution.

• Gather all supporting documentation, including photos and your communication with the host
• Contact our customer support team with your booking details and evidence of the cleanliness issue
• Our team will review your case and work with you to find an appropriate resolution

What to Expect

Once you've provided your documentation and contacted support, we will assess your situation and explore solutions such as arranging professional cleaning, offering a refund, or assisting with rebooking at another property. The timeline for resolution depends on the severity of the issue and our ability to reach your host.