Frequently Asked Questions
Frequently Asked Questions…
How much do you charge?
You pay as you go on a per clean basis. As of June 2022, our pricing is 8 cents per square foot.. We have a $150 appointment minimum. Our pricing is per square footage and bedding configuration, subject to change. Pricing is firm and non-negotiable. Deep cleaning is billed at 3x the rate of a normal departure clean and may take 2-3 days to complete.
Can the price quote I received on initial clean change?
Yes it can change. Here are a few reasons why:
- Some homes may have been vacant and/or have not been cleaned for a while and so they will need extra hours of cleaning.
- We advise deep cleaning for homes that have been vacant or just simply dirty.
- Bedrooms have multiple bunk beds which require more time to set up
- Washer and dryer are too small to handle laundry to finish on time for the next guests.
If the price is different than what we discussed, we will call you to confirm prior to starting the cleaning service.
How do I know if the cleaner went to the house and completed the cleaning? Do I get pictures as proof?
We use a scheduling system through an app and when the cleaner is finished with your home, she manually marks it as complete and you will get an email notifying you the job has been completed. Job completion photos are included after the cleaning is complete.
Do you charge more for cleaning during the holidays?
Holidays are subject to 2x cleaning rate. Holiday dates are April 9, May 30, July 4, September 5, November 24, December 24, December 25, December 31, and January 1.
How will I handle maintenance?
We recommend using our service partner network for your maintenance need, our cleaning teams are limited to minor maintenance tasks such as tightening furniture, unclogging a toilet, adding smoke detector batteries, changing an air filter, and common items like this. Appliance repair, construction, or anything requiring an occupational license will be referred out to our service partner network. We are ultimately a cleaning company that focuses on turnover cleaning. You can arrange maintenance and pay your cleaner directly for those services, our company does not organize them. However, you get the best rate from your cleaning contact by going direct. Please note, we must be paid on platform for all cleaning services. Only special maintenance requests should be paid directly to your cleaning team with the payment method of choice.
Can you use my checklist?
Our checklist is standard and all cleaners are using our tried and tested checklist for efficiency, but if you upload your listing photos to our WebApp, they will do their best to accommodate the staging.
Can you clean arrival departures on the same day?
Yes. In busy season, this if first come, first serve.
Do you perform inspections and report damages and missing items?
We do not perform inspections on the appointment level, we inspect cleaners for quality control periodically. We do not inspect appointments as part of the cleaning fee. The cleaning fee is for the cleaning checklist only.
Cleaners report items they notice, but they are not property inspectors and most of the time spent is actually cleaning your property. If they notice a large hole in the wall or a broken TV, they will send you a photo. If you need more assurance, we recommend inspecting your own property or hiring a full service property management company.
What about supplies?
We restock 1 toilet paper per bathroom, 1 paper towel roll, and 3 extra trash bags. Any other supplies can be left out by the cleaning team, but must be supplied by you in a stocked and locked owners closet. We can do the stocking for you for a flat fee, or you can do this when you are at your property.
Do you do pools and lawns too?
No, but by signing up with us we will share our preferred vendors list. This list of vendors we have worked with in the past. You are welcome to add them to your team as well.
How can I sign up?
Please sign the service agreement sent to you by PandaDoc. Once we have received your signed service agreement, we will set up your cleaning portal and send you instructions on how to schedule your very first turnover cleaning appointment.
Can I customize the checklist to my property?
No, you are paying a flat rate for a specific checklist of items that a cleaner does in a standard turnover cleaning.We cannot customize the package per property for the same rate. For example: If you would like towels in a certain fashion or placed in a specific place (we had a host once who wanted the cleaners to learn how to fold the hand towels in origami fashion. Looks super cool, but totally not feasible in a busy turnover environment), we can ask the cleaners to do this and put it in the checklist. We cannot be held accountable for that or guarantee it’ll be done in that fashion. The only thing we can swear an oath to and vouch for is the standard package.
When will cleaners arrive?
Our guarantee is that the cleaning will be done before your next guest check-in, assuming the last guest left on time or the guest does not arrive early. We cannot guarantee an exact start time. Back to back bookings, which means when guests checked out and on that same day another guest is scheduled to check in. Cleaners will be there promptly at time of checkout when there’s a back to back booking, therefore, it is important your guests do checkout on time or we cannot guarantee the house will be ready before your next guests arrive.
Can you hold onto keys?
No we cannot, we recommend installing a lockbox or keypad. We are not responsible for returning keys, lost keys, or any key situation. Please install keyless entry pads where you need access. You assume full responsibility for keys given out.
Do I get the same cleaner every time?
You are assigned a primary cleaner and 2 backups. If your primary is not available, we send backup. In short, we cannot guarantee the same person every time.
Do you charge the same if it’s a post-party cleanup?
Chances are you had a less-than-clean guest who leaves the place extremely messy. $80 includes 3 extra hours, if the unit needs a deep clean the price is double a turnover clean. We will send you pictures in these rare cases and will require adding the proper fee to ensure the home is ready for the next guest. If you do not approve of the deep clean fee, we cannot give the post-party house deep clean attention.
Do I need to provide cleaning supplies?
Cleaners bring their own cleaning supplies. We only supply 1 toilet paper roll per bathroom, 1 roll of paper towel, and 3 trash bags. The idea is to get them through the first night, most of our homes are self-catering. Anything additional must be supplied by the owner in a locked supply closet. If you feel you need to supply extra to make your guests happy, please stock these items in your supply closet or make arrangements with us at
email@example.com we will not supply from our stock beyond this. OWNER is responsible for supplying additional items for guests.
How do you ensure quality?
Cleaners all have short-term rental experience and we have a 100% satisfaction guarantee. Please note, the cleaner will have to return on check-in day. After check-in day, we cannot reclean the home unless another appointment is booked. Any issues must be reported on the check in day. We do not inspect every clean. We randomly inspect the cleaners to ensure quality control.
How do you handle key exchange?
Most hosts have a lockbox or hide the key somewhere for the cleaners. Please provide the location of the key or lockbox code in the notes schedule when you book. We do not hold onto spare keys. We absolutely recommend that you also have a backup key stored somewhere.
How soon in advance do I need to schedule?
You’ll need to schedule a cleaning 48 hours before. However, we totally recommend scheduling cleanings as far in advance as possible -you can always log in and schedule all upcoming cleanings you have. We always do our best to accommodate cleanings but
if you schedule a cleaning at the very last minute (under 48 hours), we unfortunately cannot guarantee availability.
What is your cancellation policy?
We get it, sometimes guests may cancel at the last minute and things come up. Because of this, we do not have a cancellation fee if you cancel at least 1 day before the cleaning. If you cancel after 4PM the day before the cleaning or on the same day as the cleaning, there is a $30 cancellation fee. If the cleaner shows up to a cleaning due to an owner scheduling error a $65 trip charge will apply. If the guest wants to stay an extra night last minute, the $65 trip
charge applies. Cancellation 2 hours prior is $30 cancellation. Cancellation after the cleaner is in route, shows up, or cannot gain entry is $65. The cleaner will wait up to 30 minutes to gain entry. After that, they will leave and the $65 fee applies.
Do you do laundry?
Up to 4 loads of laundry is included as part of the package, depending on the size of your home. Your washer and dryer should be able to handle loads of laundry onsite. Our cleaners need 3-5 hours to complete a departure clean and delays due to laundry can be a huge problem. We can take your laundry off-site if needed for a trip fee of $65 and $2.50 per pound of laundry. If your home is big you can add an extra washer and dryer or at the very least add a dryer. Another option is to hire an off site laundry service. We use the linen that you provide us.
Laundry service (up to 4 loads) is included in the price as long as the machines are on-site or in-building. Please note, you cannot wash comforters in a standard washer and dryer as one comforter takes over an hour to wash and dry. You may be wondering, what do other owners do? Owners that have a large laundry need (such as a 7 bedroom home) also hire a linen service or add an extra washer and dryer unit.
Alternatively, you can set expectations with guests that sheets and towels are always laundered and sanitized, but the comforters are not. Math: a property with 9 beds will take over 12 hours to launder everything. Wear and tear on a non-commercial unit means your machines will break and require repair. The solution is to put additional washer and dryer units, linen service, or add a gap day before and after departure so the cleaning can be completed in the laundry units you have.
I’m ready, how do I schedule my first cleaning?
We create a resortcleaning.com account for you to schedule your cleans. You will receive an email link which will show you how to set up your cleans in less than five minutes. OWNER must book all cleans through the ResortCleaning system. We cannot book appointments sent through text, email, phone call. VACATION HOME HELP is not responsible for missed cleans sent through text, email, phone call. All cleans must be entered by OWNER in ResortCleaning system. Please contact us at firstname.lastname@example.org if you have questions about this policy. Policy in place
to ensure scheduling integrity.
What about damages – do you report damages to my property from guests?
We do our best to catch everything, but we are not responsible if we accidentally miss reporting damage. We report damages that the cleaner sees. We will not take an inventory of every item in your home. If you would like an inventory, there is a $65 surcharge added to the clean. The guest is ultimately responsible for damages or missing items. VACATION HOME HELP will to best of ability report damages and missing items, but is not responsible for damages or missing items.
What if there are no keys or the lockbox or code doesn’t work? What if the last guest did not leave?
Cleaners will call, text, or email within 30 minutes of arrival to get a hold of you. The cleaners can stay and wait until they can enter. Waiting cuts into your scheduled cleaning time. If there is a cancellation or the cleaner cannot gain access, cancellation fees apply (please see cancellation notes above). This is because if they do not clean that day,
they don’t get paid if we don’t implement this policy. This is not fair to the cleaner, so we have to charge for the wait or reschedule. Get in touch with us at
email@example.com. We can no longer guarantee availability or arrival time at this stage, but we will do our best.
What if my guest trashed my place?
Chances are you had a less-than-clean guest who leaves the place extremely messy. $80 includes 3 extra hours, if the unit needs a deep clean; the price is double a turnover clean. We will send you pictures in these rare cases and will require adding the proper fee to ensure the home is ready for the next guest. If you do not approve of the deep clean fee, we cannot give the post-party house deep clean attention.
Loss of Revenue
We have performed over 18,000 cleanings. If your guest is upset about cleaning and wants a refund, we can come back and clean it for them (must be reported on check in), but if they want to cancel their reservation or request a refund it is totally out of our control. We are not responsible for any loss of revenue.
Payment – how can I pay for cleaning?
We only accept credit or debit cards as a method of payment charged after service.
Are you a property management company?
We are not a management company. We are a cleaning company who helps you automate your turnaround process. Many owners find that a traditional property management company is not the best solution for them and choose to hire a cleaning company like us they can trust and save thousands of dollars in monthly fees each year. 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 coordinate and pay them directly for service)
Can you receive packages?
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.