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, here's what you should do to resolve the issue quickly.

Step 1: Document and Communicate Directly with Your Host

Your first step should always be to reach out to the host directly, as they can often resolve the issue immediately.

Document the Issue

• Take Photos: Capture clear images of any areas that need cleaning or attention.
• Make Notes: Write down specific details, such as unwashed dishes, dirty linens, or dust buildup.

Contact Your Host

• Find Contact Information: Check your booking confirmation email or use the Holidu app to locate the host's contact details.
• Explain the Issue: Describe the specific cleanliness problems clearly and politely, then request a prompt resolution.

Step 2: If the Issue Remains Unresolved

If the host doesn't respond or the problem isn't fixed to your satisfaction, you can escalate the matter further. We're committed to supporting you through any issues to ensure you have a pleasant stay.

To proceed with a formal complaint, you'll need to provide supporting documentation—such as the photos and notes you collected—so we can properly assess the situation and help you reach a resolution.

What to Expect Next

Once you submit documentation of the cleanliness issue, our support team will review your case and work with you and the host to find an appropriate solution. This may include cleaning arrangements, compensation, or other remedies depending on the circumstances.