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.

Step 1: Document the Issue

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

• Take photos or videos of any areas that need attention
• Write down specific details, such as unwashed dishes, dirty linens, or dust accumulation
• Note the exact location of each issue within the property

Step 2: Communicate Directly with Your Host

Your first step should always be to reach out to the host or person in charge, as they can often resolve issues quickly.

• Find your host's contact information in your booking confirmation email or the Holidu app
• Explain the cleanliness issue clearly and politely
• Request a prompt resolution, such as immediate cleaning or a different room if available
• Share the photos or details you documented

Step 3: If the Issue Remains Unresolved

If your host cannot resolve the problem to your satisfaction, Holidu is committed to supporting you. Contact our customer support team with your documented evidence. We will need supporting documentation, such as photos or detailed descriptions, to investigate and help you reach a solution.

Our team will review your case and work toward a fair resolution based on the severity of the cleanliness issues and the impact on your stay.