Frequently Asked Questions
General 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 exterior, cabinet faces, polish furniture, dusting, garbage removal, sweep and mop or vacuum floors)
– Bathrooms (sanitation of showers and bathtubs, sanitation of sinks and vanities, mirrors cleaned, floors vacuumed or mopped, toilets cleaned, garbage removal)
– Bedrooms (general straightening up, dust baseboards/pictures/lampshades/decor, vacuum, garbage removal, vacuum, garbage removal)
– 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, sweep and mop or vacuum)
– Office/Study (general straightening up, dusting, clean furniture, garbage removal, vacuum carpeted areas)
– Hallways (general straightening up, dusting, garbage removal, floors vacuumed or mopped)
– Front Entrance (general straightening up, dusting, garbage removal, floors vacuumed or mopped)
– Back Entrance (general straightening up, dusting, garbage removal, floors vacuumed or mopped)
– Stairs (general straightening up, dusting, floors vacuumed or mopped)
What is a "Very dirty clean"?
This is an option for homes that need a little more love and attention. 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.
A “Very Dirty Clean” is a good option for homes that have not been professionally cleaned before or are not tidied up by the inhabitants.
If you are not sure if you should book a “Standard Clean” or a “Very Dirty Clean” then please call us and we can help you determine which option would be most appropriate.
Texting or emailing us some photos of your home’s interior helps a lot!
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.
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.
Am I charged upon booking?
Yes, this is to ensure your day and time is reserved. This also helps to prevent risk of fraud.
Cancellations and refunds
If you cancel before 48 hours you will receive a full refund to the payment information on file.
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 non refundable full 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 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.
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.
Are you licensed, bonded, and insured?
Yes, yes, and yes!
AirBNB Cleaning Questions
What if a guest trashes my place and there is a lot of extra cleaning to do?
In almost every incidence the host (you) does not have to 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 your guests will always handle the bill for their own messes!
What else is unique about Suave Agave when it comes to rental turnovers?
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!
– All bed linens and towels are inspected before being used to ensure that there are not visible stains or abnormalities. Another common guest complaint avoided!
– Our default protocol is to add services and cleaning time to solve problems if your property is left in bad shape by a guest. Any extra charges can be forwarded to be paid by your guest!
– 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.
– We check closets and cabinets to see if anything was left behind by guests.
– Every new client will receive a free consulation with our owner Rico. Rico will offer tips for improvements that can be made to the space.
– Every AirBNB cleaning is ended with a “triple check” walkthrough of your property to be sure that it is in 5-star condition.
Do I need to supply my own disposable products?
If you have your own specific items that you would like us to use then we can use your supplies or we can bring supplies with us. This includes items such as paper towels, toilet paper, shampoo, coffee, trash bags, etc… We can supply it all!
We recommend keeping a locked cabinet or closet on site. We will make sure that this cache of supplies is stocked and replenished when needed.
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 carpet spot clean 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 your 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
Does Suave Agave offer AirBNB management services? For instance, do you communicate with guests, send door codes, or settle damage claims with AirBNB?
The owner of Suave Agave (Rico) is a 5 star AirBNB super host.
We do not offer a full property management service but we can help with the management of your AirBNB and also offer consultation to improve your rental.
This is a specialized service with some limitations so please contact us to discuss further.