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 promptly.

Step 1: Document the Issue

Before reaching out to your host, gather evidence of the cleanliness problems:

• Take photos of any areas that need attention
• Write down specific details, such as unwashed dishes, dirty linens, dust, or other cleanliness concerns

Step 2: Contact Your Host Directly

Your first step should always be to reach out to the host or property manager, as they can often resolve the issue quickly. Most cleanliness concerns can be addressed through direct communication.

1. Find your host's contact information in your booking confirmation email or the Holidu app
2. Describe the specific cleanliness issues you've encountered
3. Request a prompt resolution, such as immediate cleaning or a change of accommodation

Step 3: If the Issue Remains Unresolved

If the host does not respond or the problem persists after your initial contact, we're here to help. We're committed to supporting you through any issues to ensure you have a pleasant stay.

Please note that we will need supporting documentation (such as the photos and notes you gathered in Step 1) to assist you further with resolving the issue.