Airbnb Host Guide 2024: How to choose a reliable cleaning service provider for your unit

As an Airbnb host, the cleanliness of your property plays a vital role in your guests' experience. Airbnb stats reveal that listings with a cleanliness rating of 4.8 or higher attract 20% more bookings on average.

Numbers don’t lie - see graph below:

A well-maintained property leaves a positive impression on guests, leading to 5-star feedback and increased bookings in the future. Making the right decision about hiring a dependable cleaning service provider is crucial!

This practical guide aims to assist you through each step of the process. It will help you clarify your cleaning needs, choose a service provider that aligns with your situation, and select the perfect one.

1. Define your expectations and needs

Before starting a search for a cleaning service, it's essential to clearly outline your expectations and requirements. We recommend writing a short list with most important points.

This involves details about:

Property Cleaning: Clearly define specific tasks necessary for maintaining cleanliness, such as dusting, sweeping, and surface washing. Specify the areas of your property that require attention, especially if there are private spaces with restricted access.
Linen Management: If you want the service provider to handle washing traveler sheets, explore various options. This includes on-site washing if your property has the necessary facilities, using external laundry service, or finding a cleaner with their own laundry facilities.
Frequency of Service and Flexibility: Determine the cleaning frequency based on booking demand—whether it's daily, weekly, bi-weekly, or monthly. Consider flexibility, especially if your booking schedule is variable, ensuring the service can accommodate irregular schedules or last-minute needs.
Budget: Clearly define your budget, taking into account the standard rate for essential housekeeping tasks, additional services (such as laundry or deep cleaning), and the impact of service frequency on the overall cost.

2. Independent cleaner or from a cleaning agency: which one to pick for your Airbnb unit?

Let's explore the advantages and disadvantages of each option.

Independent Cleaner: Flexibility and Personalised Service

Independent cleaners aren't a part of a larger company. They work directly with clients, setting their own rates, hours, and tasks.

Compared to larger companies, independent cleaners often charge less because of their lower costs. They also provide more flexible and personalised services, which is helpful if you have different cleaning needs, like a last-minute request or an irregular schedule.

Such cleaners may not have extensive insurance or flexible location coverage (so in case you have multiple properties in various areas, this may be an issue). Make sure to create a written agreement that clearly outlines the terms of their work (or use a pre-written template provided by the cleaner, and add your comments). Since independent cleaners work on their own, it's a good idea to do a background check to ensure they're reliable and your property stays secure.

Cleaning Agency: Reliability and Standardisation

A cleaning agency is a specialised company providing professional cleaning and maintenance services for Airbnb units to ensure your space is clean and ready for guests.

Their larger workforce helps prevent service interruptions due to illness or leave, ensuring a continuous cleaning service. They usually typically have vetted staff, licenses, and more extensive insurance.

However, there are trade-offs in terms of cost and flexibility.

Higher overhead costs result in higher rates. Additionally, cleaning agencies may have limited flexibility in response times, requiring careful coordination with your guests' departure and arrival times. Standard procedures might limit negotiations for additional services or last-minute schedule changes. Some agencies may also decline tasks scheduled for smaller hosts or if the number of cleaning sessions is considered too low. Lastly, if having continuity with the same person is crucial for you, cleaning agencies can pose a challenge as they change staff regularly.

3. How to find a good cleaning service provider?

Facebook Groups: To begin your quest for the ideal cleaning service provider, you can explore Facebook groups dedicated to Airbnb hosts and service providers. These communities are often a mine of valuable recommendations, and many providers present their services there. We compiled a list of largest such groups in an article here.
Online Research: Google research remains an effective option in your quest. Use keywords like “cleaning services” or “maid” + the name of your location. Don’t forget to check the reviews!
Word of mouth remains a tried and true method for finding reliable housekeepers. Ask for recommendations from your personal circle, whether family, friends or neighbours.

4. Assessing the Standard of a Cleaning Company:

Start by checking online reviews left by other customers. These reviews offer valuable insights into the quality of service and customer satisfaction.

Requesting references from past clients is another important step. Hearing directly from previous users can provide valuable insights into long-term consistency and satisfaction, which may be more reliable than online reviews.

If working with a cleaning agency, ensure they conduct background checks on their employees for trustworthiness and responsibility, as they'll have access to your personal space. Inquire about their background check procedures and liability insurance coverage.

Lastly, the professionalism of a cleaning company should be visible from the start. A reputable company will have a website and up-to-date contact details accessible through various social media channels.

Conduct an interview with an agency or cleaner before hiring them:

Some examples of questions to ask:

How many years have you been cleaning Airbnb units?
Do you bring your own cleaning products? Some cleaners provide basics, while others may need you to provide some of them. If you have allergies or concerns about chemicals, discuss this with the cleaner.
Are you insured? This is crucial, especially if you have delicate or expensive items, to cover accidental damage during cleaning.
What's your policy if you can't make it for the cleaning session? Know how the service handles situations when the usual cleaner is unavailable.
What are your rates? Do you charge by the hour or per service? If hourly, what can you typically achieve in a set number of hours?
Are you flexible with cleaning frequency and schedule? Can you clean after each guest leaves my Airbnb?
What are your terms of service? This includes rules and fees for changes and cancellations. Some providers charge fees for last-minute changes, so be sure to understand these policies.

5. Once you make your decision:

Establishing Agreement Terms:

Once you've chosen a cleaning service, it's crucial to clearly define the terms of your arrangement. Have a detailed discussion about how often they'll visit, the services included, specific rates, and which rooms and items should be part of the cleaning process.

If you choose a cleaning company, putting these details into a contract adds extra security. For an independent cleaner, an informal agreement can work, but it must be just as detailed. When reviewing contracts, pay close attention to terms and conditions, and clarify any points that need further explanation.

Make sure your guests’ check-out is well-planned and on time:

To ensure your cleaning service has enough time, it's crucial that your Airbnb guests check out on time. Asking guests to do chores isn't recommended, especially if you're already charging a cleaning fee. Since 2023, Airbnb has been simplifying the check-out process, aiming to minimise the check-out chores.

Explicitly define tasks and responsibilities for your cleaning service provider, and ideally, be present or available during initial cleaning sessions to quickly address any questions.

Consider Starting with a Trial Period:

Before committing long-term, consider an initial paid trial period with the cleaning provider. This trial lets both you and the cleaner adjust to specific expectations. After the trial, assess the cleaner's skills and suitability. If both parties are satisfied, you can proceed with a long-term collaboration. If issues arise, ending the relationship is possible without significant risks, and the cleaner is paid for the trial period.

About Us

KeyNest offers you a convenient service for storing and exchanging your property keys. You can drop off a key at any of the 5,000+ locations in our network, so there’s one such Point located next to your property already.

Guests, cleaners or contractors can then collect the key securely from a KeyNest Point, which is usually open 24/7. You'll be notified each time the key is picked up or returned, and you can even customize check-in and check-out times.

KeyNest has an ever-expanding global network of locations located just minutes from your property. To find out more, visit our website.