Frequently Asked Questions

Home Cleaning Questions (not Airbnb)

Scroll down further for Airbnb questions
What is included in a "Standard clean"?

These services are included in a standard clean. If your house does not include one of these spaces then please disregard the services for that space.

– Kitchen (counter tops, stove top, microwave interior/exterior, cabinet faces, polish furniture, dusting, wipe down empty sink, garbage removal, mop and/or vacuum floors)

– Bathrooms (sanitation of showers and bathtubs, sanitation of sinks and vanities, mirrors cleaned, shower glass cleaned,  floors vacuumed and/or mopped, toilets cleaned, garbage removal)

– Bedrooms (general straightening up, dust baseboards/pictures/lampshades/decor, vacuum, garbage removal, beds made if linens left on bare bed)

– Formal Room (general straightening up, dusting, spot clean walls and windows to remove fingerprints and smudges, garbage removal, vacuum carpeted areas)

– Dining Room (general straightening up, dusting, all cupboard and appliance surfaces cleaned, clean furniture, spot clean walls and windows to remove fingerprints and smudges, garbage removal, sweep/mop or vacuum)

– Family Room (general straightening up, dusting, spot clean walls and windows to remove fingerprints/smudges, garbage removal, floors vacuumed and/or mopped)

– Office/Study (general straightening up, dusting, clean furniture, garbage removal, vacuum carpeted areas)

– Hallways (general straightening up, dusting, garbage removal, floors vacuumed and/or mopped)

– Front Entrance (general straightening up, dusting, garbage removal, floors vacuumed and/or mopped)

– Back Entrance (general straightening up, dusting, garbage removal, floors vacuumed and/or mopped)

– Stairs (general straightening up, dusting, floors vacuumed and/or mopped)

If my property is somewhat dirty and needs a little extra focus, how should I proceed?

Before starting service at your property, we do a quick walkthrough of your home. This tour takes under 10 minutes. These walkthroughs inform us about the needs for your space and help us to provide accurate pricing.

We will include the same services as a “Standard Clean” but factor in additional time. If the house is in rough shape then a “Standard Clean” will not give us enough time to make your home sparkle.

We can always add in additional time and services if needed!

Suave Agave does not provide service for anything that could be considered a “hoarder” situation. If a space seems unsafe, we will not be able to send in cleaners. 

What is your cleaning team like?

We are ACTUALLY insured
Over 90% of cleaners are 1099 which means that they ARE NOT insured by the companies that they clean for. Our team members are full W2 employees so they are ACTUALLY insured. Working with cleaning companies that do not have W2 employees leaves you vulnerable.

Interview process
Our rigorous interview process includes 4 meetings with candidates before running a state and federal background check. Yes, I said FOUR! We are extremely thorough before adding someone to the team.

We use strategies from the ghSMART “A method” to identify strong candidates and then  the background check ensures that the candidate is top notch.

Core values
We hire people based on our core values which are:
1. Keep your commitments
2. Treat others how you want to be treated
3. Communicate
4. Do excellent work
5. Give positive vibes

What if I am not satisfied with my cleaning?

If you are not happy with the service for any reason please call us immediately. Our work is guaranteed and we will do all that we can to make it right.

Are you licensed, bonded, and insured?

Yes, yes, and yes!

Is tipping normal? If so, how much?

Yes it is. However, there is no suggested percentage. Any amount is appreciated by your Home Specialist. 100% of the tips go straight to the cleaners.

Do I have to be home when the cleaners arrive or depart?

You do not! Be sure to let us know if you will not be home so that we can gain information on how to access your home.

Cancellations and refunds

Home and commercial

If you cancel before 48 hours you will receive a full refund to the payment information on file. If you have not yet been billed, then no billing will take place.

If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you’d like.

If you cancel within 24 hours, it is a 50% non refundable charge.

Is there a rescheduling fee?

We do not charge for rescheduling as long as it is done before 48 hours of your original booking. Please see our Cancellation & Refund FAQ for further information.

Do you clean while people are smoking indoors?

We do not! This is a strict policy as we’re dedicated to providing an awesome experience for the customer but also safe working conditions for our cleaners.

Airbnb Cleaning Questions

What is special about Suave Agave?

Here are a couple of extra details that you can expect from us:

  • Damage & issue reporting — every property inspected during cleaning; problems reported to you immediately.
  • Laundry done right — your linens are inspected for stains and damage, with minor stain removal included.
  • Post-clean inspections — your property is double-checked during a SECOND visit by an inspector after the cleaner has departed.
  • Required photo verification — our app requires cleaners to document your property with an average of 45 photos.
  • Property specific checklists — consistent cleaning for your property every time.
  • Automatic dispatch — we monitor your calendar and send cleaners for every checkout. You don’t lift a finger!
  • Consumables tracking — we watch your stock of amenities and supplies to prevent you from being caught short.
  • Highly paid, vetted professional cleaners — we start pay at $20 an hour and go up from there. You get what you pay for, and we want only the best!
  • On-time cleaning guaranteed  — in the history of the company, we have never missed a guest check-in.
  • Superhost consulting (free) — years as a top-rated Airbnb Superhost; I’ll flag improvements to boost your listing at no charge.
Even more things that make Suave Agave special?

Here are a couple of extra details that you can expect from us:

– We double check pillows and bedding for hair at the end of our clean and go over them with a lint roller. This remedies a very common complaint from guests!
– Our default protocol is to add services and cleaning time to solve problems if your property is left in bad shape by a guest. We DO NOT throw our hands up and walk away!
– We take detailed notes on every property so that the cleaning team never forgets what is important for your specific rental. Need certain lights left on every time? No problem, we have a note of that.
– Phone calls are typically answered within 3 rings. Texts are typically answered in under 10 minutes.
– All of our team members speak English to ensure seamless communication with our property management teams and clients.
– Our team members are full W2 employees so they are ACTUALLY insured. Almost All OTHER other companies are NOT insured leaving you vulnerable.

What is your cleaning team like?

We are ACTUALLY insured
Over 90% of cleaners are 1099 which means that they ARE NOT insured by the companies that they clean for. Our team members are full W2 employees so they are ACTUALLY insured. Working with cleaning companies that do not have W2 employees leaves you vulnerable.

Interview process
Our rigorous interview process includes 4 meetings with candidates before running a state and federal background check. Yes, I said FOUR! We are extremely thorough before adding someone to the team.

We use strategies from the ghSMART “A method” to identify strong candidates and then  the background check ensures that the candidate is top notch.

Core values
We hire people based on our core values which are:
1. Keep your commitments
2. Treat others how you want to be treated
3. Communicate
4. Do excellent work
5. Give positive vibes

What if a guest trashes my place and there is a lot of extra cleaning to do?

The goal is for the host (you) to not pay out any extra money for additional Suave Agave service!

In 2022 Airbnb introduced the new “AirCover” method for resolving damages and extra cleaning. Suave Agave will document the incident with photos and send the photos over to you along with the additional charges. You can then use “AirCover” to request extra funds (at whatever rate you choose) from your guest. The guest then has 24 hours to approve the additional charges. If the guest does not approve the charges, then the claim goes on to Airbnb support and Airbnb will typically just send you the amount that you requested immediately.

If you follow this simple protocol (call us, we can help you if needed) then any disrespectful guests will always handle the bill for their own messes!

Do I need to supply my own disposable products?

Most commonly, hosts provide and stock their own amenities.

We highly recommend keeping a locked cabinet or closet on site. We will alert you when supplies are needed.

If you want us to take care of buying and stocking all amenities so that you don’t even have to worry about it, it is possible! Inquire with us about this process. 

 

What happens if a Suave Agave cleaning specialist notices an issue that needs to be handled before the next guests show up?

Let’s pretend that your previous guests spilled soda all over the rug in the living and it looks awful!

We will contact you immediately while the cleaners are  working on site to let you know what happened and to ask how you would like us to proceed. If we are not able to get a hold of you then we will default to solving the issue at the rental to the best of our ability, whatever the issue may be. In this case, we would run a spot clean carpet treatment and send you the additional charges which you will charge to your guest. In the end, our extra service to you will NOT cost you any extra money since the guest has to pay for their mess!

You need good reviews for your rental business to be successful. This is why we default to solving issues before the next guest arrives even if we are unable to get in touch with you, the owner.

Here is a link that has more info on “aircover”:
https://www.airbnb.com/resources/hosting-homes/a/how-were-holding-guests-responsible-for-damage-503