MaidThis – FAQs
Vacation Rental Policies
Who is MaidThis! Cleaning?
You should not have to worry about managing cleaners hoping they show up. You focus on what you do best and let us handle the turnover process.
What YOU Get With MaidThis:
RELIABLE, high-quality, and trustworthy cleaners for your short-term rental unit
Allows you to focus on hosting instead of managing cleaners
Gets you that 5-star rating!
Who is MaidThisDenver?
MaidThis Denver is a premium company that you can rely on to dispatch experienced cleaners to your doorstep. We bring a cleaning service that allows you to focus on the things most important to you and let us handle the turnover.
When you hire MaidThis Denver, you will receive a dependable, premium-quality cleaning service by the most trustworthy and reliable cleaners for your short-term rental unit. Your cleaners will give you the time to focus on hosting, and not worry about managing cleaners. Your pro cleaning service will secure you the 5-star rating you need!
Will my cleaners know how to clean short-term rentals?
Heck yes they do! A regular cleaning is NOT the same as a turnover cleaning, and we know that. All cleaners have experience in turnover cleaning and know exactly what is needed.
Before your cleaning, please provide any specific cleaning notes that can be unique to your property. We will add these notes to every cleaning so the referred crew is always aware of what is needed.
How will my cleaners spruce up my short-term rental property?
At MaidThis Denver, we are well aware of the differences between turnover cleaning and regular cleaning, and you can expect your cleaners to know how to do their job properly. All the cleaners we partner with have plenty of experience performing thorough turnover cleaning, they know what to do, and you don’t have to worry about a thing!
Before they start the cleaning process, it would be useful if you could provide them with notes about the unique features of your property that could help them clean it better. We will then provide your notes to every cleaning crew dispatched to your property, so they know how to clean your short-term rental to perfection.
Will the cleaners bring their cleaning products?
Yes, all the cleaners we sent will come packed with supplies and ready to go. Your cleaners will bring all the necessary cleaning supplies that will ensure your property shines. The only supplies you need to provide include laundry detergent, the trash can liner, and the dishwasher soap.
Do cleaners bring their own supplies?
Yup! Your cleaners will bring everything needed for your cleaning. However, the cleaners will not bring laundry detergent, dishwasher soap, or trash can liner. Just tell us where those are stored at your unit:)
What happens if a cleaner makes mistakes?
With MaidThis Denver, we offer a 100% Satisfaction Guarantee policy. That means that if you notice that your cleaners have missed a spot included in your cleaning service, they will come back to your property and fix the problematic area.
However, you should also keep in mind that this is the turnover cleaning service, not deep cleaning and that you should specify if your short-term rental requires deep cleaning.
What if the cleaners mess up?
You get a 100% Satisfaction Guarantee. If the cleaners missed something that should have been included in our Services, we’ll go back to fix whatever was missed. Please note that these are turnover cleanings and therefore are not deep cleaning. If your unit requires a deep cleaning, please let us know.
What do you guarantee service quality?
The two most important ways of ensuring the quality of our service are by sending only the most experienced short-term rental cleaning professionals and by providing you with a 100% Satisfaction Guarantee policy.
How do you ensure quality?
Your cleaners will all have experience in short-term rental cleaning and we offer the 100% Satisfaction Guarantee as well.
What is the key exchange procedure like?
Most owners either hide the key at a specific spot for their cleaners or have a lockbox. If you have a lockbox, please provide your cleaners with information on its location and code in the notes. We will not hold on to any spare keys, but we do recommend that you store a backup key somewhere.
How do your 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. BUT we absolutely recommend that you also have a backup key stored somewhere!
When do I need to schedule a cleaning service?
You need to schedule your cleaning 48 hours in advance. However, we whole-heartedly recommend that you schedule a cleaning as soon as possible. You can always log in to our website and schedule all the cleanings you will have.
We always do all we can to take care of all our customers, but if you’re scheduling a last-minute appointment in under 48 hours, we are not able to guarantee the availability of your cleaners. If you have a same-day booking situation, reach out to us and we’ll do all we can to help you out.
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 very last minute (under 48 hours), we unfortunately cannot guarantee availability 🙁
If you have a same day booking, please give us a call to see if we have availability and we’ll work our butts off to help you!
How can I cancel a cleaning appointment?
Sometimes, things you have no control over can come up on your end, and you’ll have to cancel your cleaning appointment. Perhaps you’ve had a last-minute cancellation too. Whatever it is, we know how you feel. That is why we have no cancellation fee if you cancel an appointment at least a day before. The 30$ cancellation fee applies if you cancel the day before after 4 p.m., or on the same day.
What is your cancellation policy?
We get it, sometimes guests may cancel 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 $30 cancellation fee.
Do you provide laundry services?
Absolutely! We have included doing one to three full loads of laundry within the standard short-term rental cleaning package. However, you qualify for a discount if you don’t need us to do any laundry for you.
Also, if there are more loads to wash, we charge only 10$ a load. We will use only the linen you provide for us. If the machines are located in the building or on the site, there is no additional fee. However, if your cleaners have to visit a laundromat, there is an additional 10$ fee.
Do you do laundry?
Yup! Between 1-3 loads of laundry is included as part of the package, depending on the size of your home. If you do NOT need laundry, you may qualify for a discounted rate. If you have more loads to be done, don’t worry! Additional loads will automatically be billed at $10/load.
We use the linen that you provide us. Laundry service is included in the price as long as the machines are on-site or in-building. If not, there is a $10 gas/time charge (in addition to reimbursement) to go to a laundromat.
How can I schedule a cleaning service?
The first thing we always like to do with first-time customers is talk to you in order to completely understand your cleaning needs. You can contact us at any time and we’ll get back to you as quickly as possible. Also, you can learn more about turnover cleaning service and get cracking immediately!
I’m ready to rock, how do I schedule my first cleaning?
Awesome! We would like to speak with you first and fully understand your unit/needs. You can visit maidthis.com/airbnb-contact-us/ and fill out that quick form and someone will get back to you ASAP.
Or if you’re feeling super exited and want to get going, just schedule a turnover cleaning here: http://maidthis.com/automate-your-turnovers/
Can I provide a custom cleaning checklist for you to use?
No, this isn’t our general practice. You can find the checklist your cleaners will follow on our Pricing & Services page. The checklist your cleaners will do is probably extremely similar to the one you had in mind, and we can slightly personalize it to fit your needs since every property has unique intricacies. But, our service might not be right for you if you’d like the cleaners to position your coffee pod at the exact same location every single time they clean.
Can I give you a custom checklist to follow?
The short answer is No. Our cleaners know to go off of the checklist we provide, which you can find on the What Is Included page. The checklist is probably very similar to your own checklist and we can customize it for you a little bit (since each home has its own unique intricacies!). However, if you want the remote exactly in the same position every time and each coffee pod exactly 1.5 inches away from each other, this might not be the correct fit for you
Do my cleaners always arrive precisely on time?
We guarantee that your cleaners will check all the cleaning tasks before your guests arrive. We are not able to guarantee the exact starting time of your service because of the potentially hectic traffic. However, we do plan out the best and least congested routes to your property to ensure your cleaners have plenty of time to tackle all the cleaning tasks.
Do you always arrive at the scheduled time?
Our Guarantee is that the cleaning will get done before your next guest checks in. Because of how absurd traffic can be, we CANNOT guarantee an exact start time. But fear not! We plan the cleaners routes so they have enough time to do a kick-ass job on your unit and your guests will be happy
Are these your own cleaners?
Nope! MaidThis Referral Agency does not hire “Domestic Workers” or “Independent Contractors.” MaidThis refers “Independent Domestic Workers.” The difference is that domestic referral agencies are required to follow the California civil code (i.e. we’re just the matchmaker and software provider…not actual cleaner!).
Do you employ your own cleaning professionals?
We do not. MaidThis Denver is a referral agency, and we do not hire any “Independent Contractors” or “Cleaning Professionals”. Instead, we refer “Independent Cleaning Professionals”. The difference is that all domestic referral agencies have to abide by the Colorado civil code. We just provide the software and match you with your cleaners.
Do you have an Availability Guarantee?
Heck yeah we do! Just book 48 hours in advance and we GUARANTEE you’ll be covered! If you book in under 48 hours before the cleaning, we will go above and beyond to accommodate but cannot guarantee availability!
Is there an Availability Guarantee?
There absolutely is! Just make sure you book 48 hours in advance and we will GUARANTEE that we will dispatch cleaners to your location. If you book later than 48 hours in advance, we cannot fully guarantee availability, but we can guarantee to do all we can to accommodate your request.
What if there is A LOT of laundry?
You’ve been there…..you walk into your unit and the guest seems to have found their way into your linen closet and used everything in there. How the heck goes a guest even use 5 towels in 1 day anyways?! We have no idea either, but regardless we got your back! Your turnover package includes 1 load of laundry per room (i.e. 2BR unit = 2 loads, 3BR unit = 3 loads, etc),you don’t want your next guests to walk into a home with dirty towels! If there is excessive laundry, it’s just $10 per load of extra laundry.
What if there’s TOO MUCH laundry to wash?
You’ve probably already been there, walking into your rental unit only to find that your guests seem to have found your linen closet and used up every single piece of linen in there. Don’t worry though, MaidThis Denver has got your back.
The turnover package includes a load of laundry per room (i.e. 2BR rental – 2 loads of laundry; 3BR rental – 3 loads of laundry, etc.). You don’t want to leave a rental with dirty laundry for your new clients. Also, if there is a truly incomprehensible amount of laundry to do, we charge an additional 10$ a load.
What about Damages?
Your cleaners will do their absolutely best to keep an eagle eye out for damages to make sure you’re protected! Buuuut they cannot always catch everything, so MaidThis is not in charge of any damages caused by the guests which are not reported.
How do you take care of Damages?
The cleaners that arrive at your property will do absolutely all they can to spot any damages left by your guests. However, they are not able to catch everything every single time, so if they happen to miss anything, they cannot be held responsible for any damages left behind by guests that did not report them.
When Will My Cleaners Arrive?
Your goal is to have the place cleaned before your next guest, and that’s what is going to happen! Your cleaners will have the place ready before the scheduled arrival time of the next guest…the cleaners will NOT arrive exactly at the scheduled time. So your cleaners arrive some time in between the check out and check in time to get your place looking good 🙂
When will the cleaners be at the address?
Your primary goal is to clean your rental property before the next guest arrives, and that’s exactly what your cleaners are going to do. Your cleaners will have the place spick-and-span before the next reservation checks in.
However, the cleaners are not able to arrive right on time every single time. You know, traffic and all. But, they will be there to clean your rental property between two reservations and make sure it looks great.
What if there are no keys in the lockbox or the code doesn’t work?
You’ve been there… cleaners calling and texting like mad because there are no keys in the lockbox, new guests find the code isn’t working… it’s a dinner ruiner for sure! Our cleaners will call, text and generally make a huge fuss for the next 30 minutes after arrival until they get a hold of you. When you are aware of the issue and coordinating with the previous guest to bring the keys back or get the new lockbox code, the cleaners can stay at your unit until the keys/code are found and everything is ready for your new guests. We charge $40/hour from the arrival time for them to stay on site and wait for the key, or a $50 cancellation/reschedule fee. Fret not though! Get in touch with our office ASAP at 855-971-6243 once you see our messages. While we can no longer guarantee availability or arrival time at this stage, our entire Operations team will work our behinds off to route another cleaner to your unit.
What happens if the code doesn’t work or there are no keys in the lockbox?
If your cleaners are not able to enter your property, they will spend half an hour trying to get hold of you. The cleaners are able to remain at your property if you contact your previous guests and coordinate them to return the keys and give them to your cleaners. We charge an additional 40$/hour if the cleaners have to wait for the key or 50$ as a cancellation/rescheduling fee.
However, don’t worry. As soon as you see our messages, you can reach out to our office at (720) 826-8188. Although we are not able to guarantee availability at this point, our team from Operations will try to reroute another cleaner to your property.
What if my guests trashed my place?
Chances are you have had a less-than-clean guest who leaves the place wayyy too trashed. Now you’re pulling your hair off to figure out how to get the place in tip-top shape before the next guest arrives ahhhh! You need to make sure that not only is your place fully cleaned, but also be EXTRA watchful to make sure nothing is damaged. MaidThis to the rescue! For just $80, our cleaners will spend a couple hours more to make sure you’re protected by inspecting the unit closer for damages cleaning it in even more detail to get it in amazing shape for the next guests. We will send you pics of the place and will require adding on the deep cleaning fee to get your place in the shape it should be!
What can you do if the guests ravaged the place?
You’ve probably already had the negative experience of a guest leaving your rental property absolutely trashed. Then, you’re left biting your nails worried about how to get your property ready for the next guest.
For just an additional 80$, your cleaners will spend several hours longer to ensure you’re fully protected by inspecting your property in great detail for all the damages and thoroughly cleaning it to get it in tip-top shape for your guests. Your cleaners will send you pictures of your property and will require adding our deep cleaning fee to get your property back to its original state.
Loss of Revenue
We’ve helped match over 50,000 cleanings (seriously!).
If your guest is upset about a part of the cleaning that should have been done, our policy is that we can help coordinate a cleaner to come back and fix it for the guests…your cleaner can do a free recleans for the specific issue. Your guests should be happy with your place and we’ll help do our part for that. Buuutt all we can do is make it right by ensuring the problem gets fixed, so if your guest wants to cancel the reservation, unfortunately that’s totally out of our control and we can’t cover any costs associated with that.
We have dispatched cleaners over 20,000 times. Really. Every now and again, you will encounter a guest who is looking to cancel a reservation without a particularly sound reason. Sometimes, it has to do with the weather. At other times, they will say it’s because of the cleaning.
If your guest is livid about the cleaning effort your cleaners have put in, we will dispatch a cleaner to fix everything for the guest, completely free of charge. We’ll do all we can to have your guests satisfied with your rental property.
However, if your guest still decides to cancel the reservation, there’s nothing we can do about that, unfortunately, and we are not responsible for any costs you associated with that.