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 need to do to resolve the issue quickly and effectively.

Step 1: Document the Issue

Before contacting your host, gather evidence of the cleanliness problems you've found:

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

Step 2: Communicate Directly with Your Host

Your first step should always be to reach out to the host or person in charge at the property, as they are best positioned to address the issue immediately.

• Find Contact Information: Your booking confirmation email or the Holidu app contains the host's contact details.
• Explain the Problem: Contact your host and describe the cleanliness issues you've found. Include the photos and notes you've gathered to support your concerns.
• Request Prompt Resolution: Ask the host to address the issues as soon as possible so you can enjoy your stay.

Step 3: What to Do If the Issue Remains Unresolved

If the host does not respond or the cleanliness issues are not resolved to your satisfaction, you have additional options available. Contact Holidu's support team to escalate the matter. We will need supporting documentation, including the photos and notes you've gathered, to help investigate and resolve the issue.

We are committed to supporting you through any issues to ensure you have a pleasant stay at your booked property.