What if an Airbnb guest says the place was dirty?
If an Airbnb guest says the place was dirty, reply quickly and offer to fix the problem with a re-clean. Ask for photos of the affected areas and keep your own cleaning records. For Los Angeles hosts, a clear response gives the guest a way to resolve the complaint with you first.
Start by helping the guest resolve the problem. Keep a record as you go.
What to do when the message arrives
- Reply quickly. Acknowledge what the guest has reported and ask which areas need attention.
- Ask for photos or video showing the problem so you can explain the work needed to the cleaner.
- Offer to fix it with a re-clean. Check the cleaner’s availability and agree on access with the guest before arranging a visit.
- Keep your own records. Save the guest’s messages and your cleaning photos, then record what was done to address the complaint.
Give the guest a clear next step while you check the cleaning record. If you cannot arrange the re-clean they need, tell them promptly.
What Airbnb tells the guest to do
Airbnb tells guests to document the issue with photos or videos, then notify the host within 72 hours of discovering it and seek a resolution. If the host is unresponsive or unable to resolve the problem, the guest is told to contact Airbnb. Source: Airbnb Help Center article 3218, AirCover for guests.
The guest is directed to you first. A quick reply and a prompt offer to re-clean give you a chance to address what they found. Check the linked article for current guidance.
Why your overall rating matters
Airbnb requires a 4.8 or higher overall rating as part of its Superhost criteria. Source: Airbnb Help Center article 829, Superhost requirements.
A guest who finds the home dirty can leave a review that lowers your overall rating. Focus on fixing the reported problem. For the other requirements, read how to keep Airbnb Superhost status.
Keep a record of the clean
Ready Rental Cleaning provides before and after photos of every room, delivered to the client after the clean. Save those photos so you can compare them with the areas the guest reports.
Keep the guest’s photos too. Record the re-clean you offered and whether it went ahead, so you have the details if Airbnb asks what happened.
Our Superhost Guarantee
Superhost protected, or your next 3 cleans are FREE.
Read the Superhost Guarantee terms for eligibility and the claim process. A guest complaint alone does not establish eligibility; check the terms before making a claim.
Related questions
If you’re the host claiming against a guest who left a mess, use our separate Airbnb guest left it dirty guide.
Common Questions
What should I do if a guest arrives and says it is dirty?
Acknowledge the complaint and ask which areas need attention. Request photos and offer a re-clean of the affected areas. Confirm access with the guest before arranging the visit.
How long does the guest have to report the problem?
Airbnb tells guests to notify the host within 72 hours of discovering an issue. That window starts at discovery, rather than automatically at check-in. The guest is told to document the issue with photos or videos and seek a resolution from the host.
What happens if I cannot resolve the complaint?
Airbnb tells the guest to contact Airbnb if the host is unresponsive or unable to resolve the issue. Keep a record of the re-clean you offered and the guest's response. If Airbnb contacts you, share that record along with your cleaning photos.
What if my cleaning photos look different from the guest's?
Compare the same areas and check when each set of photos was taken. Ask the guest to explain what they found without dismissing the complaint. Keep both sets of photos with the messages about your proposed fix.
Can a cleaning complaint affect my Superhost status?
A guest who finds the home dirty can leave a review that lowers your overall rating. Airbnb includes an overall rating requirement in its Superhost criteria. A complaint alone does not tell you what the guest's review or your overall rating will be.
Does RRC keep a photo record of the clean?
Ready Rental Cleaning provides before and after photos of every room, delivered to the client after the clean. Keep those photos with your booking records. They give you a record to refer to when you discuss a cleaning complaint.
Plan the next clean with a clear scope
Review the Airbnb cleaning checklist and request a quote for your Los Angeles property. Share any areas that need extra attention before the clean.