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 need to do to address the issue promptly and effectively.

Step 1: Document the Issue

Before contacting your host, gather evidence of the cleanliness problems you've discovered.

• Take Photos: Capture clear images of any areas that need attention, such as dirty surfaces, unwashed dishes, or soiled linens.
• Make Notes: Write down specific details about what you've found, including the location within the property and the type of issue.

Step 2: Communicate Directly with Your Host

Your first step should always be to reach out to the host or person in charge, as they are best positioned to resolve the issue quickly.

• Find Contact Information: Your booking confirmation email or the Holidu app will contain the host's contact details.
• Explain the Issue: Describe the cleanliness problems you've encountered and politely ask for a prompt resolution. Be specific and factual in your description.

Step 3: If the Issue Remains Unresolved

If you're unsatisfied after contacting the host and the issue is not resolved to your satisfaction, you can escalate the matter to Holidu's support team. 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 of the issue, including the photos and notes you've gathered in Step 1. This documentation helps our team understand the situation fully and work toward a fair resolution.