Questions we get a lot.

• Trash removal and liner replacement
• Soiled linen collection, washing, drying, and fresh linen installation (up to 3 loads)
• Bedroom reset: bed making, surface dusting, floor cleaning
• Full bathroom sanitization: mirrors, surfaces, fixtures, towel placement
• Kitchen reset: counters, sink, microwave interior, appliance exteriors, 1 dishwasher cycle
• Living area: surface dusting, décor reset, furniture arrangement
• Final vacuum and mop pass
• Thermostat and curtain/blind setting
• Guest consumable restocking per property standard
• Digital checklist completion and photo documentation

See our How We Clean page for the full 75-point checklist.

Reference: TOS §6.1

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• Interior oven cleaning
• Interior refrigerator deep cleaning (beyond a light wipe of visible spills)
• Interior cabinet and drawer cleaning
• Grout scrubbing or heavy degreasing
• Carpet shampooing or upholstery extraction
• Wall washing or ceiling cleaning
• Window washing (interior or exterior)
• Pressure washing or exterior detailing
• Grill deep cleaning
• Pool or hot tub servicing
• Hauling bulk trash, furniture, or construction debris
• Garages, theaters, game rooms, or outdoor kitchens unless explicitly added to your property checklist

If you need any of these, talk to us about adding them to your service plan or scheduling a deep clean.

Reference: TOS §6.2

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Turnover cleans handle the day-to-day reset between guests — the standard between-stay refresh that gets your property guest-ready.

Deep cleans go further — interior oven and refrigerator cleaning, cabinet and drawer interiors, baseboards, grout scrubbing, heavy degreasing, mattress vacuuming. Recommended at least annually, after stays exceeding 30 days, after owner occupancy, or whenever buildup exceeds standard turnover scope.

Deep cleans are quoted and scheduled separately from standard turnovers. Generally 1.5x to 2.5x the cost of a standard turnover for the same property.

See our How We Clean page for the full breakdown.

Reference: TOS §12

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Honest answer: no. We commit to executing our documented system with reasonable care on every visit. We don't guarantee perfection — particularly when properties show abnormal guest abuse, excessive soilage, broken or deficient equipment, or unrealistic turnaround windows.

What we do guarantee: a structured 5-phase process, the 75-point checklist, photo documentation, and a 24-hour re-clean opportunity if you flag a specific issue.

Reference: TOS §3.3

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Up to 3 loads of standard linens and towels generated by ordinary guest use. This covers most properties with adequate linen inventory and reasonable guest behavior.

If your property regularly produces more than 3 loads — large bedrooms, frequent beach use, pool towels — talk to us during onboarding. We can either expand your turnover scope or set up off-site laundry handling.

Reference: TOS §8.1

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If laundry exceeds the 3-load standard inclusion or runs over the available labor window but can be completed on-site, we charge $50/hour for the additional time.

If laundry exceeds machine capacity or available time entirely, we have an alternative: we can transport overflow to one of our partner facilities (Let's Talk Dirty Laundry for north routing, Clean Laundry of Melbourne for south routing). This costs $20 for pickup/drop-off logistics plus the actual processing cost from the partner facility.

We'll text you to ask which you prefer when this comes up — we don't make this decision unilaterally.

Reference: TOS §8.3, §8.4

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Minimum: 2 complete linen sets per bed (sheets, pillowcases, duvet covers/comforters).

Strongly recommended: 3 complete linen sets per bed.

Plus adequate towels, washcloths, bath mats, and protective covers (mattress protectors, pillow protectors).

Why this matters: with only 2 sets, we have no buffer if one set is in the wash when an unexpected same-day turnover happens. With 3 sets, your operations have margin for normal laundry timing.

If your property doesn't meet minimum linen inventory, we're not liable for incomplete setups, poor presentation, or delayed turnovers caused by insufficient inventory.

Reference: TOS §8.2, §10.4

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We strongly discourage this. Wet laundry left in machines can mildew or be missed entirely.

If you require guests to initiate laundry, you assume the risk of incomplete or damaged loads. We can't guarantee outcomes for laundry that started before our team arrived.

Reference: TOS §8.6

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We provide our own cleaning chemicals and equipment. Guest consumables (toilet paper, paper towels, soap, dishwasher pods, trash bags, etc.) are managed through your tier's supply structure:

• Cleaning Operations — Visibility. You stock the property; we restock from your supply closet during turnovers and report low-inventory items so you know when to reorder.
• Property Readiness — Managed Restocking. We warehouse, track, reorder, and restock to par levels with each turnover. Monthly inventory reconciliation report. No markup on supplies.
• Guest & Asset Assurance — Premium Inventory. Pro coverage plus expanded categories (linens replenishment, specialty amenities) and proactive replacement tracking.
• Complete Property Operations — Guest Experience Inventory. Full curated inventory including welcome-kit consumables, premium amenities, and seasonal refresh.

All consumable costs are billed at our actual cost — never marked up. Supply management is bundled in your tier's monthly fee.

Reference: TOS §10.1

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Unless your property checklist specifies different standards, every turnover ends with:

• 2 toilet paper rolls per bathroom
• 1 paper towel roll in the kitchen
• 2 trash bags provided
• 2 dishwasher pods provided
• Soap dispensers refilled (shampoo, conditioner, body wash, dish soap, hand soap) if you supply the dispensers and inventory

If your property needs different defaults — more toilet paper, premium amenities, branded items — we capture this during your audit and add it to your custom checklist.

Reference: TOS §10.2

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Standard turnover includes loading and starting 1 dishwasher cycle plus reasonable hand-washing of overflow items (a few wine glasses, 1-2 pots).

If the sink is overloaded or requires multiple dishwasher cycles or extensive hand-washing, the additional time is billed as excessive labor at $50/hour.

We document the volume with photos so there's no guesswork on what was excessive.

Reference: TOS §9

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We offer a 100% guaranteed re-clean opportunity within 24 hours of a reported complaint. Here's how it works:

1. Flag the issue within 24 hours of the clean — text, email, or owner portal
2. Provide photo documentation showing the specific condition
3. We inspect and re-clean the issue at no charge

Important: we need the first opportunity to inspect and correct. If you, a guest, or another vendor cleans, rearranges, or corrects the issue before we've had a chance to inspect, we may deny the claim. Give us the first chance to make it right.

Reference: TOS §13.1, §13.3

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If you believe we caused damage, you must report it within 24 hours of the service date AND before the next guest occupies the property. Cumulative claims or damage reported after subsequent guest occupancy may be denied because the timeline makes attribution impossible.

We document property condition with photos at the start and end of every clean. If damage is in the after-photos but not the before-photos, that's our responsibility. If it's in both or appears after we've left and a guest has been there, the timeline establishes who's accountable.

We're not responsible for damage caused by guests, other vendors or contractors, building system failures, pre-existing wear, or fragile items not disclosed during onboarding.

Reference: TOS §13.5, §14

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We document every clean with photos, GPS check-in, and digital checklist completion. When a guest complains about cleanliness, we have evidence of what we left.

Guest complaints are handled between you and your booking platform — we're not a party to your guest relationship. We provide our documentation to support your response.

Refunds, credits, or guest "make-goods" (meals, gifts, partial stay refunds) are at the discretion of GuestSet Pro leadership when triggered by a service failure we caused. Guest concessions and platform penalties remain your responsibility regardless.

Reference: TOS §13.4

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We document it with photos and report it to you within 24 hours. We're not a security service or claims adjuster — we report what we observe; you handle the claim with your guest or platform.

Same approach for missing inventory: documented and reported, but pursuing the guest is your call to make.

Reference: TOS §14

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Safety is non-negotiable for our team. We may refuse, pause, or suspend service for:

• Aggressive or unleashed animals in the unit
• Bodily fluids, biohazards, or unsanitary conditions beyond standard cleaning scope
• Mold, heavy mildew, or environmental hazards
• Pest infestations (roaches, bed bugs, rodents)
• Exposed wiring, structural hazards, or unsafe physical conditions
• Evidence of illegal activity
• Threatening or hostile behavior toward our staff
• Essential utilities offline (no power, water, or hot water)
• Property inaccessible due to lock or code failure

When we refuse service, we may charge a trip fee or partial labor fee depending on circumstances. We'll always tell you why and document the condition with photos.

Reference: TOS §15

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Two charges, both automatic:

1. Monthly management fee — charged on the 1st of every month for your tier (Cleaning Operations, Property Readiness, Guest & Asset Assurance, or Complete Property Operations)
2. Turnover fee — charged within 24 hours of each completed turnover, based on your property's size and complexity

Plus add-ons or overages if applicable (laundry overflow, excessive dish volume, deep cleans, owner errands).

Reference: TOS §16.1, §16.3

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Vacation rental cleaning runs on tight timelines. We can't pause turnovers between guests to chase invoices — guests are arriving regardless. Card-on-file lets us complete service and bill within 24 hours, the same way Airbnb and Uber operate.

By accepting our terms, you authorize us to securely store payment information and automatically charge for services, fees, add-ons, overages, and incidentals within 24 hours of service completion. No additional approval is required per visit.

We don't operate on Net invoice terms for vacation rental services.

Reference: TOS §16.2, §16.3

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Credit cards and debit cards.

We don't accept cash or checks for vacation rental services.

Reference: TOS §16.4

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A $35 failed payment fee applies to any failed or declined payment.

If a declined payment isn't resolved within 48 hours, services may be paused or terminated and future cleanings removed from the schedule. Update your payment method ASAP if you receive a decline notification — service interruption affects your bookings, not just your bill.

Reference: TOS §16.5

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Contact us directly before initiating any chargeback with your bank. We'll review the charge against our photo verification, digital checklist, and cleaning report — most disputes get resolved this way within 1-2 business days.

Filing a chargeback without contacting us first may result in immediate service termination and collection actions. We'd much rather work it out directly.

Reference: TOS §16.6

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Most owners give their current cleaner two weeks notice (or whatever their existing agreement requires). We can usually start service the day after their last day.

We'll capture your property details during signup and have your custom checklist ready before our first turnover. Your guests don't experience any gap in service.

If your current cleaner is leaving supplies at the property, we work with you to inventory those during our audit and integrate them into your supply program. Nothing gets thrown out without your approval.

Two paths:

1. If your tier includes Managed Restocking (Property Readiness, Guest & Asset Assurance, or Complete Property Operations), we'll inventory existing supplies during the audit and roll them into your tier's supply structure.
2. If you're on Cleaning Operations (Visibility), we'll continue using your existing supply system from day one — no transition issues.

We start with our 75-point Foundation Checklist. During your audit, we capture everything specific to your property — including anything from your current cleaner's process that you want preserved. Your previous checklist is a useful reference but not a binding template.

If your current cleaner's checklist is incomplete (which is common), our audit will surface gaps that have been hurting your guest experience. Many owners discover after switching that their old checklist was missing things they didn't realize.

Common situation. Our audit serves a second purpose beyond capturing your specific property — it's a systematic review of cleaning gaps. We typically find 5-10 things that weren't being done correctly: bed-making style, towel folding, supply staging, inspection blind spots.

We don't trash-talk your previous cleaner — many of them are doing what they were trained to do, which is just less rigorous than what we offer. We just establish the right baseline going forward.