Cleaning and Hygiene Issues After Move-in
If the Tenant identifies insufficient cleaning or hygiene issues after Move-in, the Tenant must take the following steps.
Step 1. Evidence Collection and Request to the Host
- The Tenant must immediately secure evidence of the issue, such as photos or videos.
- Within 24 hours of identifying the issue, the Tenant must first request corrective action from the Host.
Step 2. Escalation to the Company
The Tenant may request a refund or alternative Stay support from the Company if either of the following applies:
- The Host does not respond within 24 hours of the Tenant’s request, or
- The Host responds, but the issue persists or recurs, making normal residence impossible.
Such a request must be submitted within 72 hours from the date the issue occurred.
Important Note
- If the issue is not reported within the specified timeframe, verification of evidence may be difficult.
- In such cases, refund or compensation requests may be limited or denied.
Reference Policy
For detailed criteria and applicable conditions, please refer to the Tenant Policy below:
Tenant Policy_Article 38. Definition of Dispute and Resolution Procedure