Vacation Rental
     Client Guidelines

For Our Vacation Rental Clients:

 

House Rules

We require a copy of your House Rules or any guest-facing instructions. This helps us to understand how your STR is managed and established guest expectations.  If your Rules change, please forward a copy to us prior to the next scheduled turnover.

 

Pets

We reserve the right to assess an additional charge if there is evidence of pets having been present.

 

Hazardous Clean Up

We generally do NOT clean hazardous waste (blood, pet waste, human waste outside of the toilet, etc). If we do encounter such conditions, the owner/manager will be informed.  If cleaning commences, there will be an additional fee added to the service.

 

Dishes

Our services include putting dishes away (from the dishwasher or drying rack).  If dishes must be washed (or re-washed) we may assess an additional fee.

 

Laundry

We will attempt to wash laundry while on site. Any laundry that cannot be completed on site will be washed off site (for an additional fee) and returned at the following turnover.  If you request/require they be returned prior to the next turnover, there may be an additional fee for delivery.

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Dishes/kitchenware

If you wish for us to verify dishes and other kitchen ware provided to your guests, the STR owner/manager must provide a list of items with description and quantity.

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Inventory

If you wish for us to notify you of low stock of any type (condiments, soaps, shampoo, etc) the property owner/manager must provide a list of products to be refilled as well as the location of the backup stock. Please also provide the contact information for the person who maintains the inventory.

 

Linen Inventory

Linen Inventory Management is available for an additional fee. The client must provide a complete linen inventory list detailing the quantity, size, and color of all linens, along with any room-specific requirements or placement instructions.

To maintain turnover efficiency and property readiness, we recommend a minimum of 3 (three) complete linen sets per bed and at least 2x (twice) the required number of towels needed for each turnover. Failure to maintain adequate linen inventory may impact service quality, turnover timelines, and guest readiness.

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Restocking & Supply Management

Restocking & Supply Management is available for an additional fee. All supplies purchased will be billed separately from turnover services. Our team will monitor and replenish essential guest-use items, including paper products, toiletries, soaps, shampoo, condiments, and similar consumables, to keep the property guest-ready at all times. For optimal operations, we recommend owners stocking supplies for at least two (2) full guests bookings in advance. This helps prevent shortages during back-to-back stays and ensures the property remains consistently guest-ready.

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Prior to the start of service, we require owners to provide a complete supply list and or photos identifying all items to be stocked, any preferred brands or product types, and any quantity requirements or setup instructions.  Supplies must be stored in a designated, accessible location within the property. The client is responsible for providing the storage location of all inventory. We are not responsible for shortages, missed replenishments, or service interruptions resulting from inaccessible storage areas or unavailable stock.

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Inventory will be reviewed during each scheduled visit, and supplies will be replenished as needed based on available inventory and stock levels. We are not responsible for excessive guest consumption, missing items, theft, or depletion beyond normal usage patterns. Requests for new, or unlisted items require prior approval of 48-72 hours. Last-minute restocking requests for new or unlisted items are not guaranteed and may be declined. Any updates to supply preferences, brands, quantities, or stocking procedures must be communicated in advance. Changes may require additional processing time and may not take effect immediately.

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Cancellations
We must assess a 50% fee if you cancel with less than 24 hours (not including weekends or holidays) notice by phone (48 hours by email). Any deposits are not refundable.

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The full cleaning fee will be billed on the scheduled day of cleaning if the cleaner is unable to clean due to last minute cancellation, lack of access (keys or codes not working, or being turned away upon arrival). We must assess a fee when access is denied or not available since our cleaning techs have based their day on servicing your home.

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There are no exceptions, even for the first incident, or if a reminder text/email has not been sent and/or received.

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Holidays

We typically close on New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, December 24 & 25. 

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Our best efforts will be made to reschedule cleanings if your day falls on a holiday, but it cannot be guaranteed. If staffing is available on those holidays, we will fill the schedule on a first come, first served basis, so please let us know if you anticipate a turnover on a holiday.