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 promptly.

Step 1: Document and Communicate Directly with Your Host

Your first step should always be to reach out to the host or person in charge at the property. Most cleanliness issues can be quickly resolved through direct communication.

Document the Issue

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

Contact Your Host

• Find Contact Information: Your booking confirmation email or the Holidu app will have the host's contact details.
• Explain the Issue: Clearly describe the cleanliness problems you've found and ask for a prompt resolution.

Step 2: If the Issue Remains Unresolved

We're committed to supporting you if the property cleanliness issue isn't resolved after contacting the host. If you need to escalate the matter, please submit a formal complaint with supporting documentation. We will require photos and detailed descriptions of the cleanliness issues to assist you further.

By following these steps, you'll help ensure your stay meets the cleanliness standards you expect from your booking.