Vacation Rental Customer FAQ's
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Can I keep the same cleaning pro or get their phone number?
Can you assign the same cleaning pro to my property each time? Our goal is to assign the same cleaning pro to your property each clean. There are situations where the cleaning pro is sick, has an emergency, has performed low, or cannot complete the assignment. We will assign a different cleaning... -
Can I receive a discount on partial cleans?
Sometimes only part of a property is used. For example, an owner stay may only use one bedroom and one bathroom. It is natural to consider if a discount would apply. Unfortunately, we do not provide discounts. Why don't you provide a discount if you don't have to clean the entire property? Even... -
Can I visit your laundry facility?
Can I visit your laundry facility? Absolutely! We encourage you to visit us. We only ask you to set up a time first so we can ensure we have a staff member available. Here are a few pictures and video of our facility. Video walkthrough -
Can you provide extra bath towels to our guests or units than listed in your linen pool?
Can you provide more linens and towels than listed in your basic linen pool? Unfortunately, we cannot provide extra towels or linens beyond what is listed in the proposal for your property. The pricing you received takes careful consideration of the ordering and laundering costs for your propert... -
Can you provide extra pillowcases for my guests than what is in your basic linen pool?
Can you provide extra pillowcases for my guests than what is in your basic linen pool? Our linen pool meets the needs of most properties that are short-term rentals. If extra pillow cases are needed, it is usually a result of needing them for the sleeper sofa. Fortunately, our sleeper sofa sheet... -
Do you clean beach towels as a part of your service? We do not recommend providing beach towels to your guests unless you will ask them to launder, fold, and store them before their departure. Since we do not include it in our linen pool, it is easy to get mixed in and our team will not know wha...
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Do you charge extra if a guest leaves the property in poor condition? Yes, we do charge extra if the guest leaves the property in poor condition. The total charged for an excessive cleaning varies per case, but the standard rate is 50% of the guest departure fee. Charging a percentage rather tha...
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How can I check pictures after my clean is completed?
How do I see the photos you saved to an appointment? When our company adds photos to an appointment, for you to see them, we must choose the Share option for the photo to be visible to you. Once the photos are shared, you can see them by going to your View Appointments page and pull up that app... -
How do you handle re-cleans and what is your 2 to 1 promise?
What is your 2 to 1 promise? If property managers/owners report cleanliness issues within 48 hours (2 days) of our last clean if vacant, or 24 hours (1 day) of guest scheduled check in time if it is a back to back, we will complete the re-clean free. Regarding the 2 days, for example, if we clea... -
Introduction Welcome to the Dream Clean Team! As you embark on your journey with us, we want to ensure that you have a clear understanding of our pricing structure, particularly our startup and annual membership dues. These dues are not just costs; they represent an investment in the quality and...
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When do we bill you for cleans? We send an invoice to you each week, on Sunday, for the work completed the previous Monday through that Sunday. For example, if you had cleanings on Monday, 3/22, Wednesday, 3/24, and Sunday 3/28, we would send one invoice for the week on Sunday 3/28 to include A...
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When do we need to charge the Trip Fee? Often, when the cleaning pro arrives to clean a property, there are times she will notice the following: 1. The guests are still inside the unit and we will immediately notify the property manager/owner to check on this. 2. The unit is still cl...
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What are the recommended check-out/in times and are late checkouts/early check-ins ok?
What are the recommended check-out/in times? Check-out time: 10am CST Check-in time: 4pm CST Anything outside of these times, we do not guarantee, will be completed within the requested time frame. Is it ok for us to have a late check-out or early check-in? We never recommend a late check-out ... -
What do you include in your starter supplies/amenities?
What do you include in your starter supplies/amenities? Why is shampoo and conditioner not included? The supplies we provide are meant to enable the guests to have a few basics to get started, so they don't have to run to the store immediately. It is not meant to give them everything they n... -
What is included in a deep clean?
UNIT: __________________ DATE:__________________ CLEANED BY:_______________ Dream Clean Inspection by: ____________________ on _____________ KITCHEN Refrigerator: ❏ Clean behind and beside the refrigerator by SLOWLY and CAREFULLY rolling it away from the wall (paying careful attention no... -
What is included in a guest departure cleaning?
What is the scope for a guest departure cleaning? Here are the tasks we ask our team to complete for each area of the property: Bedrooms: complete this task when approaching each bedroom using follow the wall technique Wipe down all surfaces (end tables, dressers, etc.) with damp sponge daddy a...