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, follow these steps to resolve the issue quickly.

Step 1: Document the Issue

Before contacting your host, gather information about the cleanliness concerns:

• Take photos or videos of areas that need attention, such as dirty surfaces, unwashed dishes, or soiled linens
• Write down specific details about what you've observed, including the location within the property and the type of issue
• Note the time you discovered the problem

Step 2: Contact Your Host Directly

Reach out to your host as soon as possible, as they can often resolve cleaning issues quickly:

• Find your host's contact information in your booking confirmation email or through the Holidu app
• Describe the specific cleaning issues you've found in a calm and polite manner
• Request a prompt resolution and agree on a timeframe if possible
• Share the photos or videos you took as supporting evidence

Step 3: If the Issue Remains Unresolved

If your host is unresponsive or unable to resolve the problem, we're here to help. We're committed to supporting you through any issues to ensure you have a pleasant stay.

To report an unresolved cleanliness issue:

• Contact our customer support team through the Holidu app or website
• Provide your booking reference number
• Include the photos or videos you took of the cleanliness issues
• Explain what steps you've already taken to resolve the issue with your host
• Describe how the cleanliness issue has affected your stay

Our team will review your case and work toward a fair resolution, which may include cleaning assistance, compensation, or other appropriate remedies depending on the circumstances.