Owner's most frequently asked questions...

Is a long-term contract or time obligation required for service?

No, you can cancel service anytime without any penalties. You don’t have to commit to any contracts or pre-determined number of appointments. We do ask for a signed agreement for our pricing and billing schedule, but you can cancel the service at any time.

Do you have anyone who can meet contractors and outside vendors? - I don’t live in town.

Yes, at a rate of $25 / hour we can arrange to meet a cable guy, contractor for an estimate, power or water company, locksmith, outside maintenance vendor, etc. After 6pm our rate is $45 / hour for this service.

How long have you been cleaning homes?

Our team has been servicing vacation homes for over 8 years. We have been servicing vacation homes since they were a niche investment for homeowners up until now with the AirBnB boom - and we will continue to service homes for many years into the future.

Do you service my area?

Cleaning services available in parts of Orlando, Kissimmee, Davenport, Clermont. We help homeowners remotely nationally with all other services. We have a strong presence in the Central Florida resort market. Being a destination market, we service vacation rental resorts by Disney extensively. These include: Champions Gate, Solterra, Reunion, Encore at Reunion, Storey Lake, Windsor at Westside, Paradise Palms, Regal Palms, Windsor Hills, Windsor Palms, Emerald Island, and many many more. Please inquire to ask us if we service your resort. 

Do you furnish the cleaning supplies?

Yes. We furnish everything needed to clean your home free of charge. We clean vacation rentals with our own supplies. Our team is professional, we ensure there is no cross contamination between rental homes. Supplies for guests are not included in the cleaning price and depending on the size of your home, supplies for guests vary from $10-25 in price. Welcome packs and thank you notes are additional.

 

Does someone have to visit my house before I can book a cleaning?

We actually book appointments virtually, representatives do always do a walk through of your home. Assuming your home is furnished as a vacation rental, we can quote you without visiting the property. If you need any other Vacation Home Help service, we highly recommend setting up a walk through appointment of your home to determine what you need to make memorable guest experiences - leading to higher rental income and less headaches for you!

Can you clean a back to back (turnaround) when a guest departs and one arrives on the same day?

We can accommodate. We may need to dispatch an additional cleaner if the home is very messy to ensure guest satisfaction for the arriving guests. If the home needs additional care, we will contact you about the additional cost.

Will I have the same cleaning person each visit?

As much as possible, we try to keep the same Vacation Home Help team member in your home for the clean. Sometimes, we do have to shift the cleaner schedule to fit the scheduling needs of all owners, but we do our very best to accommodate you. Whoever comes to your property will do a very thorough job.

 

How will you enter my home on my scheduled days of cleaning?

Most vacation homes have a keyless entry pad. We ask before your first appointment that we are provided with a code we can use to access your property. We keep this information safe and secure.




What if I am not satisfied with my cleaning?

Your complete satisfaction is very important to us. We offer a service guarantee. The guest must notify us upon check-in if anything is unsatisfactory. Any major issues will be addressed upon check-in or the next morning if the guest arrives in the late evening. Please note, many guests complain to obtain (1) discount on clean fee (2) compensation or extras (3) free vacation. We must be notified upon check-in. If the guest complains after check-in, legitimacy of the complaint cannot be verified and we cannot send a housekeeper / inspector without you incurring an additional cost. The entire home will not be recleaned, only problem area will be addressed at the follow-up appointment.




How and when do I make payment?

We require payment at time of service. We accept most major credit cards, debit card payments and payment by check or cash. If you would like to pay for services using your credit card, please visit our payment center where you can pay for your cleaning services online.

If you choose to prepay for service to save you time in the case you have a lot of bookings on your calendar, please contact customer care at info@vacationhomehelp.com

Can you receive packages? How will I get extra sheets and supplies to my home when needed?

Unfortunately, no. We do not receive packages. You will have to deliver on a day when the guest or cleaner is going to be there. We cannot guarantee the cleaner will bring in your package on time. The best thing to do is to restock and supply when you are in town. 

Are you a property management company?

We are not a management company. We do offer an answering service if you need help hosting guests because you are out of town. We also can help with minor repairs and maintenance. 

We can help you host your short-term rental guest. As an answering service, we are able to handle pre, during, and post-stay communications with your guests - saving you tons of time. You can rent your home worry-free - just $35 each booking.

What we do:

  • Answer guest calls between 9:30am-5:00pm 
  • Answer guest emails after hours 
  • Provide arrival instructions 
  • Provide a welcome email
  • Request review post-stay 
  • Provide guest with local advice
  • Check-in assistance by phone (if-necessary)
  • Communicate check-out times and instructions 
  • Inform owner if the guest has a problem with amenities or maintenance issues
  • Travel to property to assist guest if a service call has been paid & authorized (during business hours $25 trip plus $20 hour, after business hours is $65 trip $20 each additional hour) 
  • Minor reactive maintenance and repairs $45 / hour for maintenance plan members $65 / hour non-maintenance plan members

 

What we do not do:

  • Coordinate repairs with outside vendors
  • Handle pool, lawn, pest control, or other services 
  • Repair items without prior authorization and credit card on file
  • Travel to the property to attend to guest issue without credit card on file and authorization
  • Pay your bills 
  • Pay third party vendors
  • Approve repairs with third party vendors (we can recommend a company who can solve the problem for you, but you must pay them directly for service) 

 

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