If your booked property isn't clean when you arrive, first contact your host, since they are on site and can usually resolve the issue quickly. Before you reach out, take photos and write down specific details. If the problem remains unresolved, you can continue with the next steps, which require supporting documentation of the issue.

What should I do first if my booked property isn't clean?

Contact your host or the person in charge first. They are on site and can resolve most cleanliness issues quickly.

How do I document the cleanliness issue?

Before you contact your host, record the problem so you can describe it clearly:

• Take photos of any areas that need attention.
• Write down specific details, such as unwashed dishes or dirty linens.

How do I contact my host?

Your booking confirmation email or the Holidu app contains your host's contact details. Describe the problem and ask for a prompt resolution.

What if the issue is not resolved after I contact my host?

Holidu is committed to supporting you so you can enjoy a pleasant stay. If the issue remains unresolved after you contact your host, follow the next steps in the Holidu Help Center to work toward a solution. Please note that we will need supporting documentation of the issue, such as the photos and notes you took, to be able to help you.