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 arrive at your booked property and find it isn't as clean as expected, here's what you should do 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 of any areas that need attention, such as dirty surfaces, unwashed dishes, or unmade beds
• Write down specific details about what you've found, including the location within the property and the nature of the issue
• Note the time you discovered the problem and any areas that affect your ability to use the property

Step 2: Contact Your Host Directly

Your first step should always be to reach out to your host, as they are often able to resolve issues quickly.

• Find your host's contact information in your booking confirmation email or through the Holidu app
• Describe the specific cleanliness issues you've found in a polite and clear manner
• Request a prompt resolution and specify what you need (for example, immediate cleaning or a partial refund)
• Keep your communication professional and factual

Step 3: If the Issue Remains Unresolved

If your host doesn't respond or the problem isn't resolved to your satisfaction, Holidu is here to support you. Submit a formal complaint through your account so we can help facilitate a solution.

When submitting your complaint, please provide the supporting documentation you gathered, including photos and detailed descriptions of the cleanliness issues. This information is essential for us to understand the situation and work toward a fair resolution.

What Happens Next

Once you submit your complaint with documentation, our team will review your case and work with you and the host to come to a solution. Clear evidence helps us respond more quickly and effectively to your concerns.