Are There Consumer Rights for Cleanliness Standards in Airbnb Rentals?

When booking a stay through platforms like Airbnb, guests expect a certain level of cleanliness and hygiene. However, the responsibility for maintaining cleanliness can sometimes be unclear, leading to disputes. Guests have specific rights when it comes to cleanliness standards, and there are steps they can take if the rental does not meet these expectations.

Cleanliness Standards and Airbnb’s Responsibilities:

1. Airbnb’s Host Standards:
   • Airbnb sets cleanliness standards for hosts, which include requirements for keeping the property tidy and hygienic, especially regarding bathrooms, kitchens, and bedding. The platform outlines specific guidelines for hosts to follow to ensure a safe and clean environment for guests.
   • Housekeeping and Cleanliness: The host is responsible for maintaining the cleanliness of the property between guest bookings. This includes changing linens, cleaning floors, sanitizing bathrooms, and removing trash. In most cases, hosts may charge a cleaning fee to cover the cost of these services.
2. Airbnb’s Commitment to Health and Safety:
   • Since the COVID-19 pandemic, Airbnb introduced enhanced cleaning protocols, which include extra sanitization measures in high-touch areas like doorknobs, light switches, and remote controls, to ensure the safety of guests. While these measures are not legally binding, they are part of Airbnb’s effort to ensure that guests feel safe during their stay.
3. Legal and Consumer Protection Rights:
   • Consumer Rights in General: Guests have the right to expect that accommodations match the description and standard shown in the listing. If cleanliness standards are not met (e.g., dirty bedding, unclean bathrooms, or a generally unkempt space), this could be considered a breach of the implied contract between the guest and the host.
   • In many countries, consumer protection laws apply to vacation rentals, meaning that hosts are legally required to provide accommodations that meet certain health and safety standards, which typically include cleanliness. For example, in the EU, travelers are protected under the Package Travel Directive, and in the U.S., the Fair Housing Act and various state-level regulations may offer some protections.

What Steps Should Guests Take If Cleanliness Standards Are Not Met?

1. Report the Issue to the Host:
   • The first step if cleanliness standards are not met is to contact the host directly. Many issues can be resolved quickly if the host is notified promptly. The host may offer to clean the property, provide a partial refund, or offer another solution.
   • Document the Problems: Take photos and videos of any cleanliness issues (dirty bedding, unclean bathrooms, trash left behind, etc.) to provide evidence in case the matter needs to be escalated.
2. Contact Airbnb Support:
   • If the host is unresponsive or unwilling to resolve the issue, guests can escalate the matter by contacting Airbnb’s customer support team. Airbnb has a Resolution Center where guests can file complaints regarding cleanliness, and the platform may intervene to resolve disputes.
   • Airbnb’s Guest Refund Policy can provide a partial or full refund if the cleanliness issues are significant and make the property uninhabitable or fail to meet Airbnb’s standards. Refunds may also be offered if the guest is unable to stay due to health or safety concerns (e.g., presence of mold or pest infestation).
3. Leave a Review:
   • After the stay, guests can leave a review of the property on Airbnb. This is an important way to notify future guests about cleanliness issues and provide feedback to the host.
   • If cleanliness issues were severe, guests can also leave a negative review detailing the problems they encountered. This encourages hosts to improve their standards and helps other travelers make informed decisions.
4. Request Compensation or Refund:
   • If the cleanliness problems were severe (e.g., a dirty bathroom, mold, or pest infestation), guests may be entitled to a partial refund or compensation. If the host does not respond adequately to a cleanliness complaint, Airbnb may issue a refund or find alternative accommodations.
   • If the problem was significant enough that the guest had to leave the property or find alternative accommodation, Airbnb may cover the cost of the new rental or refund the guest for the nights affected.
5. Legal Action:
   • In extreme cases, where the cleanliness issues were severe and no satisfactory resolution is reached, travelers may consider legal action. For instance, if the property was deemed unsafe or uninhabitable (e.g., due to unsanitary conditions), travelers might have grounds for legal compensation under local tenant or consumer protection laws.
   • Guests can consult legal professionals to explore their options if the damage or impact is significant.

Example:

Imagine you book a two-week stay at an Airbnb rental for a vacation. Upon arrival, you find that the apartment has not been cleaned properly: the floors are dirty, there are stains on the bedding, and the bathroom has mold. Here's what you can do:

1. Contact the Host: Immediately message the host and describe the cleanliness issues, asking them to resolve the problems. If they are unresponsive or unwilling to clean, proceed to the next step.
2. Document the Issue: Take photos of the dirty areas, stained bedding, and any other unsanitary conditions.
3. Reach Out to Airbnb: If the host doesn’t provide a solution, contact Airbnb’s customer support team and file a complaint through the Resolution Center. Provide the evidence (photos/videos) of the cleanliness issues.
4. Request Compensation: If the issues were serious enough to affect your comfort or health, request a refund for the affected nights or the entire stay.
5. Leave a Review: After your stay, leave a review to warn future guests about the cleanliness issues you encountered.

By following these steps, guests can usually resolve issues related to cleanliness, secure compensation, or even receive a full refund if the issues are severe. Airbnb’s guest protection policies and consumer rights laws help ensure that hosts meet minimum standards for cleanliness, and travelers have avenues for recourse if those standards are not met.

Legal Considerations:

• Local Laws: In many jurisdictions, there are local regulations regarding rental property cleanliness. For example, in some places, landlords (or hosts in the case of vacation rentals) are legally required to provide a safe, habitable, and clean living environment for guests. Violations can be reported to local consumer protection agencies or health departments.
• Airbnb’s Guarantee: Airbnb’s Host Guarantee and Guest Refund Policy ensure that guests have avenues to seek compensation if the property is not up to standard.