We’re so sorry if your unit wasn’t clean upon arrival — that’s not the experience we want for our guests.
Here’s what to do if this happens:
Step 1: Take Photos
Please take clear, time-stamped photos or a short video showing the areas of concern (e.g., dirty bathroom, trash left behind, unmade bed). This helps document the condition and provides context for your host and our team.
Step 2: Contact Your Host
Message your host directly to let them know what you’ve noticed. In most cases, the host can quickly arrange for their cleaning service to return or address the issue themselves.
Step 3: Contact Us
If the issue isn’t resolved after speaking with your host, please reach out to us and include your photos or video. We’ll contact the host to ensure they’re aware of the problem and work with them to make sure it’s handled promptly.
Step 4: We’ll Work on a Resolution
Once we’ve reviewed your report, our team will determine the best next steps and follow up with both you and the host. We’ll make sure your concerns are addressed and that you’re supported throughout the process.
Your comfort is our priority, and we’re here to make things right. support@vidlesupport.com.