Missing towels, bedding or essentials

If an item listed for your stay is missing, or the bedding or towels provided are unusable, tell your host. You do not need to keep searching the apartment before reporting it.

Check the designated storage once

Look in the guest-accessible storage described in your private guide, especially for sofa-bed linen or spare towels. Do not open locked cupboards, staff storage or another unit. If no storage location is given, ask your host where to look.

Say what you need

Reply to your reservation conversation with the item, quantity and location: for example, towels for the booked guests or sheets and a blanket for the sofa bed. Mention whether the item is absent, wet, stained or damaged. A photo can help show the problem; keep access codes and personal details out of the image.

For toilet paper, soap or laundry supplies, explain what was available when you arrived and what has run out. The listing and stay instructions determine which supplies are included and any replenishment arrangement.

Arrange the next step

Ask how and when the issue can be addressed. If you need an item urgently, say so. Confirm any proposed purchase or replacement cost with your host before assuming reimbursement. For dirty bedding or an odour, see cleanliness concerns.