Cleanliness ratings have an outsized effect on guest reviews because cleanliness is the first thing guests judge when they walk in, and a poor first impression tends to colour how they rate everything else. On Airbnb, guests score cleanliness as its own category, and it sits alongside the overall star rating that future guests see. Improving it comes down to a consistent turnover checklist, attention to the details guests touch, and fixing problems before they reach a review.
How does the cleanliness rating work?
After a stay, Airbnb asks guests to give an overall star rating and to score six categories from one to five: cleanliness, accuracy, check-in, communication, location and value. Guests can also leave a written review. Other booking platforms use similar category scores.
Of those six categories, cleanliness is the one you have the most direct control over. You can't move your location, but you can decide exactly how the property looks when the door opens.
Why does cleanliness affect the whole review?
Guests arrive tired, often after a long journey, and the first few minutes shape their mood for the stay. If they find crumbs on the worktop or a hair in the shower, they start looking for other faults. A problem with cleanliness can pull down more than one score:
- Accuracy drops if the space doesn't look like the photos.
- Value drops because guests feel they paid for something they didn't get, especially if there's a cleaning fee.
- The written review is where the details appear, and future guests read those words closely.
The reverse is also true. A property that feels fresh and cared for makes small hiccups easier to forgive.
What do guests notice first?
Guests don't inspect like an inventory clerk. They notice what they touch and what's at eye level:
- Hair on pillows, sheets, towels, the bathroom floor and in the plughole.
- Limescale and water marks on taps, shower screens and glass.
- Grease on the hob, splashback and extractor.
- Crumbs in the toaster, cutlery drawer and inside the microwave.
- Dust on bedside tables, headboards, remote controls and light switches.
- Smells: stale air, damp towels or a bin that wasn't fully emptied.
- Marks on mirrors and the inside of windows.
- Cobwebs in ceiling corners and dead insects on window sills.
- Stains or bobbling on sofa cushions and throws.
How can you build a turnover routine that holds up?
Consistency matters more than any one great clean. A written routine means every guest gets the same result, whoever is cleaning.
- Strip and air first. Remove used linen and towels, empty all bins and open windows as soon as you arrive.
- Clean top to bottom. Dust high surfaces and light fittings before worktops, and worktops before floors.
- Follow a room-by-room checklist. Include easy-to-miss items: inside the fridge, the kettle, under the beds, the shower drain, the hairdryer.
- Restock. Toilet roll, soap, washing-up liquid, bin bags and any extras you promise in the listing.
- Do a final walk-through as a guest. Enter through the front door, sit on the bed, turn on the shower, open a drawer. Look at the room from the angles a guest would, with the lights on, and fix anything that catches your eye before you lock up.
Beyond turnovers, schedule a periodic deeper clean for the jobs that build up slowly: grout, oven, extractor filters, behind furniture and under appliances.
How should you respond to a complaint about cleanliness?
How you handle a problem during the stay often decides whether it ends up in the review.
- Encourage guests to message you if anything isn't right, and reply quickly.
- Offer a practical fix, such as a return visit to clean the issue or fresh towels.
- If a negative review is posted, respond calmly and briefly, acknowledge the issue and explain what you've changed. Future guests read host responses.
- Treat every complaint as feedback for your checklist, so the same problem doesn't happen twice.
How do you keep standards up during busy periods?
Scores often slip in peak season, when turnovers are rushed. A few steps help:
- Allow enough time between check-out and check-in for a full clean, rather than squeezing one in.
- Keep spare sets of linen and towels ready so laundry doesn't hold up the turnaround.
- Use the same cleaners where possible, so they know the property and its quirks.
- Deal with slow problems, such as mould in sealant or limescale build-up, before they become permanent.
Would a professional turnover team help?
If you're managing several bookings a week, handing turnovers to a reliable team gives you consistency without the stress. Our Airbnb and short-let cleaning service uses our own trained, insured and DBS-checked cleaners with professional products and equipment, across London and Essex. If anything is missed, we'll re-clean within 24 hours. Prices start from £24 per hour; click Get a quote and enter your postcode and email to see yours.