How to Hire Excellent Cleaners for Your STR
In the world of short-term rentals, there’s one decision that will make or break your business: hiring your cleaning team. This might sound dramatic, but after years in this industry, I can tell you it’s the absolute truth. I’ve gone through more cleaners than I can count and have a collection of stories that still make me shake my head. Your cleaners are more than just cleaners; they are your eyes and ears on the ground, the first line of defense, and the single biggest reason you’ll either earn five-star reviews or face constant guest complaints.
Finding a team with high standards, a sense of ownership, and great communication is non-negotiable. They are the key to your success. So, how do you find these rockstars? Let’s walk through the steps together.
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Big Company vs. Small Team: What’s the Right Fit?
One of the first decisions you'll face is whether to hire a small "ma and pop" team or a larger, established cleaning company. I’ve tried both, and each has its own set of pros and cons.
The Ma and Pop Team
Working with a small, independent team often means you’re communicating directly with the person who will be cleaning your property. This direct line of communication makes it incredibly easy to set expectations and build a personal relationship. They are often more flexible and willing to go the extra mile, like restocking your coffee bar or keeping an eye on your amenity supply levels.
However, the downside can be their limited capacity. If they get sick or need a vacation, you might be left scrambling for a last-minute replacement. They may not have the resources to handle unexpected maintenance issues, especially on a weekend when a guest needs immediate help.
The Large Cleaning Company
Larger companies bring a different set of advantages. They usually have well-defined processes, a better tech stack for scheduling, and sometimes even an in-house maintenance department. This can be a lifesaver when a guest reports a leaky faucet on a Saturday night. They are also more likely to have an inspector check the property after each clean, adding an extra layer of quality control.
The challenge with larger companies is often communication. You’ll likely be talking to an office manager, not the person actually in your unit. This can lead to inconsistencies, as cleaners might be rotated between properties and never truly get to know the unique needs of your rental.
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Setting Expectations from Day One
Once you have a potential cleaner in mind, clarity is your best friend. Before you hire anyone, you need to have an open conversation about your operational style. Ambiguity leads to frustration on both sides.
Be upfront about things like:
Turnover Speed:
Do you allow same-day turns, where a guest checks out in the morning and a new one arrives that afternoon? This requires a highly efficient and reliable team.
Booking Window:
Do you accept last-minute bookings? If so, the property must be cleaned on the day of checkout, every single time. You don’t want to leave money on the table because your property isn't ready.
Holiday Work:
Are you open for business on major holidays? Make sure your cleaning team is available and discuss any potential holiday surcharges.
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Understand Their Policies and Pricing
You should never have to guess what a service will cost. A professional cleaning team will have clear policies and a transparent pricing structure. Dig into the details and find out their procedures.
Ask about potential extra fees, such as:
- Excessive trash or messes left by guests
- Late checkout fees if they have to wait for a guest to leave
- Stocking supplies or managing inventory
- Performing post-clean inspections
It’s also crucial to understand their processes for specific tasks. Do they provide their own linens, and is there a fee? If you provide linens, how do they track and manage your inventory to prevent loss? How often do they deep clean items like duvet covers or change the water in the hot tub? These details matter to guests.
Finally, discuss payment. I would strongly advise against any arrangement that requires manual payment after every single clean. It’s inefficient and prone to error. Look for a team that uses an automated system, like Turno, which can connect to your calendar and process payments automatically. It simplifies life for everyone.
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Key Questions to Ask Every Potential Cleaner
To find the right fit, you need to interview potential cleaners thoroughly. Here is a list of questions I always ask:
- How many people are on your cleaning crew for a property of this size?
- What is your backup plan for sick days or vacations?
- Are you licensed and insured? (This is a deal-breaker!)
- Do you allow your staff to bring children to the property while cleaning?
- Do you have software that connects to my booking calendar (like Airbnb/Vrbo) to automatically track check-ins and checkouts?
- Do you provide photos or a video after each clean as proof of completion?
- How do you handle guest complaints about cleanliness?
- How do you clean specific items, like top bunks? (Many cleaners will just fold the sheets and leave them on the mattress, which is not a great guest experience.)
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Trust, but Verify
When you’re vetting a new cleaner, don’t just take their word for it. Ask for references from clients who have used their services for at least one year. I’ve learned the hard way that many cleaners start strong but let their quality slip after a few months. A long-term reference can speak to their consistency.
Check out the reviews for the properties they currently clean on Airbnb and Vrbo. Pay close attention to any mentions of cleanliness. You can also ask for recommendations in local host Facebook groups to get unbiased feedback from your peers.
Even after you hire someone, you need to keep an eye on things. If you receive two or more guest complaints about cleanliness, it’s time to act. Hire a third-party inspector to do a surprise check after a clean. Ask them to take detailed photos to give you objective evidence of the work quality. It can be hard to move on, but I’ve found that I’ve often held on too long, hoping things would improve.
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Your Cleaners Are Your Most Valuable Partners
At the end of the day, your cleaners are the frontline of your business. They deal with difficult situations and disrespectful guests, all while working to make your property shine. Treat them with the grace and respect they deserve. Show them gratitude, pay them well, and remember that they are essential partners in your success. Building a strong, positive relationship will go a long way and will be reflected in the quality of their work.
Are you tired of managing the day-to-day operations of your rental? If you’re looking for a partner who will treat your property as their own and handle the headaches for you, I’m here to help. Contact me for a free consultation to learn more.
