What should I do if the place I’m staying in isn’t clean when I check in?
If you find that the place you’re staying isn’t clean when you check in, reaching out to your host for help, as this is often the fastest way to get things resolved.
Depending on your situation, you can request a refund of the cleaning fee, or cancel your reservation for a full refund. It’s important to send the request within 24 hours of check-in. We recommend contacting your host to discuss a solution first, as there’s a higher chance your request will be accepted.
Make sure you document your issue by taking photos when you can, as this will help your host understand more about your situation. You’ll have the chance to describe the issues and upload the photos.
Your host will have 1 hour to respond to your request. If they decline or don’t respond, you’ll be able to ask Airbnb for help.
For issues that may pose an immediate health risk, such as bed bugs, mold, or if you’re having allergic reactions due to a substance or allergen inside of the place you’re staying, please contact local emergency services if needed. If you need help with your reservation, you can send a request to Airbnb, and we’ll provide a solution based on our Guest Refund Policy.