Cleanliness concerns or an unexpected odour
Report dirty linen, missed cleaning or a strong odour so your host can assess it.
On this page
Report a cleanliness concern when you notice it. Describe what you see or smell rather than trying to diagnose the cause.
Show where the problem is
Send your host the room or item affected, when you noticed the issue and a few clear photos if useful. For bedding, say which bed and whether the linen is stained, wet or has an odour. For a strong smell, explain where it is strongest and whether it persists.
If an item cannot be used, say so and ask about the next step. Do not assume you must clean a missed area or use soiled linen while waiting.
Avoid improvised treatment
Do not mix cleaning products, apply strong chemicals or disturb suspected mould. Health Canada’s moisture and mould guidance advises tenants to tell the property owner about moisture or mould problems. Ask your host to assess the affected area.
Smoke, gas or a burning smell
If you suspect an immediate danger, move to a safe place and follow the emergency guidance; call 911 for an emergency. Do not stay inside to investigate or treat a hazardous smell as a routine cleaning issue.