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 address the issue promptly and effectively.

Step 1: Document the Issue

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

• 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 found, including the room or area affected and the nature of the problem.

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 are best positioned to resolve the issue quickly. Most cleanliness concerns can be resolved through direct communication.

• Find Contact Information: Your booking confirmation email or the Holidu app will have your host's contact details.
• Explain the Issue: Describe the specific cleanliness problems you've encountered and request a prompt resolution. Be polite and factual in your communication.
• Provide Evidence: Share the photos and notes you've documented to support your complaint.

Step 3: If the Issue Remains Unresolved

We're committed to supporting you if the cleanliness issue persists after contacting your host. If you remain unsatisfied with the response or the property is not cleaned to an acceptable standard, contact our customer support team for assistance.

Important: To help you effectively, we will need supporting documentation of the issue, including the photos and detailed notes you've collected.

What to Expect Next

Once you've submitted your complaint with documentation, our team will review your case and work with you to find a resolution. This may include requesting the host to address the cleanliness issues or exploring other remedies, depending on your situation and our policies.