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 clean a property on 3/1/22 and it is vacant until 3/3/22 and the re-clean request is issued no later than 3/3, we will complete it free, at no charge as long as it is within our scope of a guest departure clean. To understand what is included in a guest departure clean, review our article for further detail.

Regarding the 1 day, for example, if we clean a property that is a back to back, and your guests reports cleanliness issues within 24 hours of their check in time (4pm), we will complete the re-clean free. The exclusion to this guarantee is for cleans completed on Saturday's. The re-clean request must be issued by 12pm on Sunday for us to complete the re-clean free of charge. Otherwise, it will be 60% of the guest departure fee.

What happens if the re-clean request is after 48 hours of vacancy or 24 hours of scheduled guest check in time?

It will be a charge of 60% of the guest departure rate to complete the re-clean.

Why would you charge me if the clean is not up to standard?

In the past, we've completed re-cleans no matter what the complaint was and no matter how long it had been since we initially cleaned the property. After a certain amount of time, it is normal for dust to settle or dead bugs to appear. I cannot hold us responsible for issues like this. We understand the specific re-clean issue you have may be different and more related directly to housekeeping, but we have to set a deadline to have re-cleans reported to us or we might be on the hook for weeks or months at a time.

My guests just want a refund on their cleaning fee and don't want anyone to come out to address the cleaning issues. Can you refund the cleaning fee?

We will happily complete the re-clean anytime it is needed, either free per our 48 hour guarantee or at 60% of the guest departure fee. We will not refund the cleaning fee, even if it is a housekeeping issue. This is because we always want to have an opportunity to correct our mistakes and we can't do that if we refund a cleaning fee everytime it is asked of us.