What do owners define as clean and what do you expect from your guests?
This is how I run my business:
- I do not charge separately (or offer that option) for cleaning. By doing so, it gives people the idea: "I've paid for the service so I do not have to do anything."
- My rental agreement says: "The accommodations will be clean prior to your arrival. We simply ask you to respect the property and amenities provided and to leave things in good and clean condition on your departure."
- I take a separate security/damage deposit.
- I am present when guests arrive and they see the state (clean!) the accommodation is in.
- In addition to the rental agreement, I have guests sign an additional form on arrival. It reinforces the rental agreement with additional: "Report any breakage or damage promptly and not on the day of your departure" and "The kitchen must be clean on departure including the tiled wall, counter top, cooking hob, oven and microwave. All dishes, cups, glasses, utensils, cutlery, pots and pans etc. must be clean and put back where you found them on arrival. The dishwasher must be empty and clean (and not running) and the refrigerator empty, wiped clean and without food.
- I never tell a renter to "leave the place as you would at home" instead I say "we clean the accommodation after your departure but we will not clean up any mess you leave behind"
- The security deposit is returned in full minus any breakage, damage, exceptional/extra cleaning within 10 days of departure if without issue
- I follow up any issue with details of problems found with photos if necessary. I give a detail of charges involved and let them reply before deducting any costs.
Perhaps my experience and approach is different as I am an on-site owner/manager. The system has worked for me and I would say I have only needed to charge on rare occasions of "big breakage" (not an odd glass or two) and major cleaning which usually involves filthy ovens and/or unreported stains on bedding or furniture. These are the most time consuming issues!
Interested in thoughts, experiences of other owners. What do you do and why it might be "better"...