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 and effectively.

Step 1: Document the Issue

Before contacting anyone, gather evidence of the cleanliness problems you've encountered.

Take Photos

Capture clear images of any areas that need attention. This visual documentation will help the host understand the specific issues.

Make Notes

Write down specific details about what you've found. Examples include unwashed dishes, dirty linens, dust on surfaces, or any other cleanliness concerns. Include the time you discovered these issues.

Step 2: Communicate Directly with Your Host

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

Find Contact Information

Your booking confirmation email or the Holidu app contains the host's contact details. Look for their phone number or messaging platform within your booking.

Explain the Issue

Contact your host promptly and describe the problems you've identified. Be polite but clear about what needs to be cleaned. Request a prompt resolution and discuss a reasonable timeframe for the cleaning to be completed.

Step 3: If the Issue Remains Unresolved

If you're unsatisfied after contacting the host or if they don't respond, we're here to help. We're committed to supporting you through any issues to ensure you have a pleasant stay.

Submit a formal complaint through the Holidu platform. Please note that we will need supporting documentation, including the photos and notes you collected, to assist you effectively. This documentation helps us understand the situation and work toward a resolution.

Our team will review your case and work with you and the host to find a solution that ensures your accommodation meets the cleanliness standards you deserve.