**This is NOT a Vacation Rental Home cleaning service**…read more
We were promised detailed service at our vacation rental upon interviewing this company's owner and according to what is promoted on the company website.
By our third cleaning (the first two cleanings were a man-woman couple who did awesome) we were told that due to this company sending 3 different people to "get it right" and it still wasn't, even over the course of and after 13-man hours spent -- despite the detailed written instructions, staging photos and pictures and questions texted -- that this company did not have the ability to sustain the attention and service required for a vacation rental.
We were blamed that we our expectations for this third cleaning -- which was actually not nearly as demanding as the second where the cleaning couple nailed it -- were too high and beyond the scope and skills of this "professional cleaning" company's cleaner that was assigned to our property on this third occasion (and took 7 hours, without success). A second cleaner was sent the next day to correct/finish what the previous day's cleaner left undone/done sloppily and it still was not corrected. The company owner arrived later in the evening and spent 3 more hours -- even agreed that the other two did not do a satisfactory and even sloppy and illogical job, expressed that the first cleaner would not get paid (isn't that illegal?) and it still was not done logically or well according to well-labeled linens, storage bags, and detailed photos of all linen counts in each room. There is not an excess of linens in this rental: two sets per bed - one on bed, one in bag except where there is a pull-out couch where there are 2 identical sets of linens for each room, 4 sets of bath linens in 2 separate bathrooms, 4 bed pillows per room, and only 2 sizes of "beds" -- not terribly difficult. All of that and there was still quilts put on the wrong bed and the wrong direction, sheets not tucked in anywhere, extra bed linens literally stuffed into the change-over storage bag, a table runner placed on the floor for a rug, less than 4 full sets of bath linens in each bathroom (there are only 2), and several other items out of place or even taken out of our storage locker when it was completely unnecessary.
We had to hire another person who spent 4 hours above and beyond the 13-man hours to finish cleaning areas that were still left undone: oven debris, marks on top of the stove and countertop, dirty silverware and cutlery, putting matching shams with the correct quilt set that were left in the laundry room, straightening the patio furniture which was never touched by 3 other people, and rearranging the storage lockers that were left in disarray from 2 employees and the owner just to name a short list.
In total we lost out on 3 days of potential bookings because the home was just not reset properly in a timely manner by the first cleaner that took 7 hours. We knew there was laundry to do and were perfectly willing to pay for the extra time to get it done. However, the first cleaner showed up late, then left before it was done to tend to personal affairs, came back and still left things sloppily "done."
It would be much better and easier if the vacation rental property owner had direct access to talking to -- either verbally or by video call, rather than all photos and questions going through the company owner as the middle-man and relaying *everything*. When we asked for access to talk to the cleaner, whom we were told spoke English, we were told not to worry as she "knew what she was doing." Clearly that was not correct. I am not sure if she did not understand the clearly written instructions or if she just did not try.
The second person sent, we were given access to briefly until the owner called and said the cleaner could not video call to ask questions because she didn't have an iPhone. There are other ways to video call.
In the end the company owner said she would video call when on site but then resorted to mostly texting pictures and asking questions and getting impatient when we did not respond immediately by asking: "are you there??" Later she video called and things got done a bit more quickly even though still not completely...which led to us hiring someone else the following day to go through all aspects of the home to verify it was done or to correct.
