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Cleaning policy | Guests​

This policy addresses the responsibilities of hosts and guests in maintaining a clean vehicle.

Policy

Hosts must provide you with a clean vehicle. When you inspect the vehicle at check-in, you have the right to refuse it and cancel your trip if you’re concerned it wasn’t cleaned. We’ll refund you for the trip or help you book another vehicle as long as you report the issue as outlined below.

Reporting a cleanliness issue

If you’re concerned the vehicle wasn’t cleaned, don’t accept the vehicle and don't complete check-in for the trip.

To report a cleanliness issue, take photos showing the vehicle’s condition and call customer support right away. We’ll cancel the trip and issue a refund, or help you find a new vehicle.

US: +1 (415) 963-4109 Australia: +61 1800 959 374 Canada: +1(888) 391-0460 France: +33 1 82 88 10 24 UK: +44 808 164 1454

If you’re meeting your host to check in, ask them to stay until you’ve inspected the vehicle’s condition. If you’re checking in remotely without the host present, inspect the vehicle thoroughly to assess cleanliness.

Cleaning the vehicle before returning

You aren’t expected to clean the vehicle before returning it to your host. That said, if you return the car in a condition that only could have been caused by irresponsible or abusive behavior, your host can report the issue. Our customer support team will review the evidence — if it clearly shows an eligible cleaning issue, we’ll charge you a cleaning violation fee of $150 ($50 in France) plus a 3% processing fee*. In some circumstances and at our full discretion, we may also remove you from Resortifi.

Violations

A host can report and charge a violation fee for the following eligible cleaning issues:

  • Biowaste or bodily fluids
  • Spills or waste that requires cleaning inside of vents or between the door panel and window
  • Major stains or residue that covers a large area of the vehicle’s interior and would require steam cleaning or a full detail
  • An extreme amount of caked-on mud, dirt, sand, or insects requires professional-level exterior detailing
  • Significant amounts of pet hair

Exceptions

A host can’t report or charge a violation fee for the following ineligible cleaning issues:

  • Small interior messes of items that can be thrown away, wiped up or vacuumed (e.g., food wrappers, beverage bottles, sand, dirt, crumbs)
  • Exterior dirt, mud, or sand that can be removed by a car wash
  • Water stains, minor food or beverage spills, or sticky substances on the vehicle’s interior or exterior
  • Unpleasant odors

Resortifi has a separate No smoking policy that permits hosts to report physical evidence of smoking. If there’s clear evidence that you or your passengers smoked in a vehicle, we’ll charge a $150 smoking violation fee ($50 in France) plus a 3% processing fee*, and it may result in your account being closed by Resortifi.

*Amounts are in A$ for Australia, CA$ for Canada, € for France, and £ for the United Kingdom. They’re in US$ for the United States and its territories.