Frequently Asked Questions
If you can't find the answer below, reach out to us and we'll be glad to help.
What are your company’s hours of operation?
Service is available Monday thru Friday, 8:00am to 6:00pm. Office Hours are 9:00am to 5:00pm. Saturday, 9:00am to 1:00pm. We are closed on Sundays, except for Vacation Rental Turnover Services.
What happens after I book a cleaning?
Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through. We will then contact our best cleaning teams to see who is available to complete your house clean. We also send text message reminders to you before the clean, to make sure you don’t forget!
How do I book my first appointment?
Booking can be accomplished in 60 seconds through our website using any computer or mobile device and clicking on the “Online Booking” button on the main page. You will be presented with a booking form. Just enter your property address, services desired, payment, and requested date/time of service.
Alternatively, you can give us a call if you need help booking or there are any issues at all. We have a dedicated Customer Service Team, so just give them a call on 321-872-7007 or email us at firstname.lastname@example.org
Services & Policies
Are you offering 100% satisfaction guarantee?
Yes! we offer a 100% satisfaction guarantee on our services. Customer satisfaction and quality is extremely important to us. If we ever fail to provide the level of service you deserve, contact us within 48 hours from the date the service has been completed, and we will return no later than 7 days to re-clean the area/item for free.
What type of residential cleaning service do you provide?
We offer five types of residential cleaning services, and in three of them you can easily get the price and booking online! With the other two, just call office for quote and more info.
1) Standard clean which is a “Detail Cleaning” that covers all the important areas of the house, perfect if you book any of the subscription plans regular cleanings with us. We only clean in one way! Always “detailed cleaning”!
2) “1st Time/Deep Cleaning Package”, which is a more in-depth clean which we recommend if it’s your initial service with us, or your house hasn’t been cleaned professionally in the last two months.
3) “Move in/Move out Cleaning Package”, which includes cleaning inside cabinets, appliances, and much more.
4) “Vacation Rentals Turnover Cleaning Package”, a service specifically designed for short-term hosts. Whether you host through Airbnb, FlipKey, HomeAway, or VRBO, we’ve got you and your guests covered. Call office for quote!
5) “Final Remodel Cleaning” or post-construction clean-up, a very detail deep cleaning to bring your home back from construction. Call office for quote!
Can I request special tasks or extras?
Yes, you can! Look at our booking form for a list of all “Extras” we offer. If you’d like something not shown, just email us at email@example.com or call 321-872-7007 to ask.
My home has been renovated – can you clean it?
After Renovation Final Cleanings (post construction cleanup) are different than normal cleans. If you have had your floors, walls, countertops, cabinets replaced; or if you have had your home painted; or room additions; we will need to quote you based on your specific needs. Please call our office to discuss with a representative @ 321-872-7007.
Do you bring your own cleaning supplies and equipment?
We make it easy for you! We bring all required products to give your home a great clean, vacuums, mop, bucket or step stool. If you’d like us to use a specific product, please let us know and leave it out for the cleaner to use. Alternatively, we can use green products if you would prefer, choose them on Extras!
How often should you clean my home?
Most of our clients differ in their individual needs, so it is difficult to provide specific guidance. Typically, our clients schedule an initial 1st time deep cleaning of their home followed by one of our subscription plans: a weekly, bi-weekly (most popular), tri-weekly, or monthly cleaning appointment. By following this model, you can rest assured that your home is always clean and in top shape.
Is tip included?
You are under no obligation to tip, but have the option of doing so if you feel that you’ve received exceptional service. Our personnel are not permitted to solicit tips under any circumstances.
Can I make special requests?
Of course you can! If you have got a particular product you would like us to use in your home, or a precious item you want us to avoid when dusting just include the information in your booking. We will then pass these details onto the crew.
What about pets & animals?
We love animals, but they don’t always love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while we are in your home (i.e. travel crate or kennel). You can leave detailed pet instructions during the online scheduling process.
Schedule and Booking Changes
All schedule changes are handled directly with the company through firstname.lastname@example.org or calling 321-872-7007, not with the team that cleans the home. This helps avoid compromising to unavailable times since the team does not have full access to the company schedule system.
What if you cannot gain entry into my home?
You have many options, and it is your choice, how do you let us get access to clean your home (i.e: someone be at home, give key, hide key, key in lockbox, keypad lock, key with neighbor). Please arrange access for the cleaning team at time of booking or before the appointment date. If the team arrive to clean your home but nobody’s there, we will try multiple ways to reach you to gain access to your home. If we are unable to reach you, the cleaners will wait for a maximum of 30 minutes before leaving to their next appointment. You will be charged a $45 no-entry fee to cover for time and gas.
Pricing & Quotes
How much will it cost?
Cost is calculated automatically for you using the online booking form. Select the size (Square Feet) of your home, the number of beds and baths you have, and any extra services you would like to add. A quote will automatically be generated for you. If you have any gift card, coupon or voucher codes, these may also be applied during the booking process.
Do you offer discounts for subscription plans and recurring customers?
Yes, we do! If you book a subscription plan or recurring cleaning with us, you can get:
• 5% discount for a monthly clean
• 10% discount for every 3 weeks clean
• 15% discount for every 2 weeks clean
• 20% discount for every week clean
What does it cost to clean my home?
We have made it easy to book a cleaner with our flat-rate pricing based on your home Square Feet, the number of bedrooms and bathrooms in your home. That means you don’t need to try to work out how many hours it might take to make your home sparkle. To view our pricing go to our booking form and select your options.
Your price will be displayed instantly at the bottom of the form, and if you like it just complete the rest of the form and enjoy your clean home! There are no surprises with our pricing. It’s as simple as that.
When does flat rate pricing not apply?
In rare circumstances, we will need to switch a cleaning to a deep clean or hourly service. This only happens if the home needs a deep clean (instead of a standard detail cleaning) or is extremely large and does fall under the perimeters of what we consider a custom home. Therefore, we strongly suggest selecting the Extra “1st Time/Deep Cleaning Package” if your home hasn’t had a professional cleaning in more than two months. We will only switch to a deep cleaning or hourly cleaning with your approval before we begin cleaning.
If your home is larger than 4,000 SQ FT, please choose hourly rate to book, or give us a call for a custom pricing quote and we’ll work hard to make sure you get the best value on your cleanings.
Tell me about your hourly service!
We offer hourly services to customers who are looking to accomplish a task or a set of tasks that don’t necessarily fall under a complete house cleaning.
• Need to have one bathroom cleaned thoroughly?
• What about a kitchen?
• Are you in a fix budget but need some cleaning help?
• What if you just want help to organize a closet and your walls spot cleaned?
• After-party clean up help?
Hourly service is your answer! You can hire 1-3 maids for any amount of time to help you get the job done
Will you verify the size of my home?
Yes, in order to give accurate “Flat” service price, we verify the size of your home ( Sq. Ft. of base area under a/c), number of bedrooms, and number of bathrooms with property public records. Booking price may be adjusted if any of those variables reported are not matching with reality.
Manage Your Account
How do I log into my account?
You may choose “LOGIN” from the top menu. You will be presented with a login screen. Use the username and password you created during your initial booking.
I forgot my password. How do I reset it?
You can submit a password change request on the customer login page: https://uscleaningservice.launch27.com/login
How do I change my password, address, or credit card?
You may change your password, service address, or credit card info by logging into your customer account: https://uscleaningservice.launch27.com/login and updating them.
Billing & Payments
How do I pay?
We take your credit or debit card details at the time of booking however we will only collect payment after your cleaning service has been performed. We accept all major credit cards (including American Express) and debit cards for payment. A hold will be placed on your card the night before cleaning. This is not a charge and will drop off in 5-7 business days if the cleaning is not completed.
Is my card information secure?
Yes, it is! We have three levels of security in place. First off our booking page is protected by extended validation SSL. Secondly our booking form has its own layer of 256-bit security. Third, our payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on stripe.com.
In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very seriously.
Can I pay with a check or cash – what is the procedure?
All new accounts are required to have a valid credit/debit card on file for payment. However, if you wish to pay with check or cash, just let our office know. Payment can be made directly to the cleaner -or- if not at home, in a sealed envelope with company name written on the outside.
If you are a “Subscription Plan Client”, also you have the option of mailing a check to our headquarters, pay directly via credit card, or pay directly via ACH bank transfer using the online payment method on the invoice we send out. We could also take your card information over the phone and charge it automatically on the invoice due date. However, we prefer you use the online payment method because we never see your credit card or bank information which helps to keep your information protected and secure.
What if I need to cancel or re-schedule my booking?
Just call us or update the appointment in your online account. You may make changes up to 24 hours before appointment without incurring a charge. No cancellation fee if you cancel or re-schedule at least 24 hours before your appointment.
If you cancel your cleaning within 24 hours of the scheduled time, we have to charge you a cancellation fee of $45. We understand there may be times when you have a change of plans, but we reserve a time especially for you. We appreciate your understanding.
Trust and Safety
Are you insured and bonded?
Yes, we are! U.S. Cleaning Service, llc is insured and bonded. We carry a $2 million aggregate general liability insurance. We understand that it is a privilege to be in your home, and we are always careful. In the unlikely event that an object is damaged, please notify us within 24 hours.
Can I trust my cleaning professional?
Yes, you can! We do a thorough national vetting to make sure we have top-notch crews. On top of that we’re always here to help resolve any issues. All our cleaners and maids are highly trained, background and reference checked, as well as insured and bonded.
Do I have to be home while you clean?
You do not have to be home for your clean as long as your cleaner has proper directions for entering and exiting your home. Please input these instructions when booking your appointment.
How do you get in my home if I am not there?
You have many options and it is your choice:
Give Key – Security of your home is our highest concern. Your key is kept in a safe at our office
Hide Key – Some customers prefer to hide a key in a predetermined location prior to each visit.
Lockbox – A lockbox is a small black box (commonly used by Realtors) that use a combination lock or keypad to securely store a key inside.
Keypad – Some customers may have a digital keypad in place of a keyed door lock.
Neighbor – Some customers may give a key to a neighbor with instructions to have the neighbor open the home upon our arrival.
Just add instructions when you make your booking. On your first clean, we do like you to be home so you can show us around your property and point out any areas that you would like us to focus on, but we understand that isn’t always possible.
Will I get the same team every time if I book a subscription plan regular cleaning?
Sure, you will get the same team every time. However, we can only assign based on their availability. Unless someone is unwell or enjoying a well-deserved holiday from cleaning we will keep sending the team that you are comfortable and familiar with.
Gift Cards & Coupons
Can I apply a coupon to an existing appointment?
You can apply a coupon/gift card to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You cannot apply your coupon to past appointments that have already been completed.
Why do you have some coupons for first time customer only?
We value our existing clients a lot! And from time to time we give them promotions/special coupons also. We give special deals for first time customers to give incentive to sign up for subscription plans regular services.
Why do you need my credit card information to redeem a Gift Card?
A voucher may not cover all cost associated with a cleaning service. Therefore, we require a credit card be on file when redeeming a voucher to cover any additional cost.
How can I view my U.S. Cleaning Service Gift Cards?
Log into your account and you will see any outstanding gift cards and respective balances.
Vacation Rental Cleanings
How soon in advance do I need to schedule?
We need at minimum a 2-days’ notice for cleanings. However, please schedule cleanings as far in advance as possible -you can always log in and schedule all upcoming cleanings you have. We always do our best to accommodate cleanings but if you schedule a cleaning very last minute, we do not guarantee that we can cover the cleaning.
If you have a same day booking, please give us a call to see if we have availability.
Does the crew bring their own supplies?
Yes! Our crew bring everything needed for your cleaning. However, the crew will not bring laundry detergent, dishwasher soap, or trash can liner. You will need to supply these products if needed for your unit.
Does the crew know how to clean short-term rentals?
YES! A regular cleaning is NOT the same as a turnover cleaning, and we know that. All cleaners have experience in turnover cleaning and know exactly what is needed.
Why should I use U.S. Cleaning Service?
We believe that hosts should not have to worry about managing cleaners and scheduling cleanings. You focus on what you do best and let us handle the turnover process.
Our philosophy is being a “partner” for your vacation rental business, not a vendor you have to constantly manage. We grow when you grow, so our focus is to work with you and ensure things are smooth. Are we saying that everything will be magically automated the second you start working with us? It may not, but be sure we will work towards the point where it’s as streamlined as possible.
• Provide RELIABLE, high-quality, and trustworthy cleaning service for your short-term rental unit
• Allow you to focus on hosting instead of managing cleaners
• Get you that 5-star rating!
When I should have a Deep Cleaning done?
- After a longer term stay
- When your guests had pets
- Before we start managing your turnovers (it’s easier to maintain our own standard of cleanliness)
- When your place hasn’t been deep cleaned in months
- We suggests a deep cleaning every 4-6 weeks.
What if the crew messes up?
We have a 100% Satisfaction Guarantee. If our crew missed something that should have been included in the cleaning specifications, the crew will go back to fix whatever was missed. Please note that these are turnover cleanings and therefore are not deep cleaning. If your unit requires a deep cleaning, please let us know to book that type of service for you.
How do we handle key exchange?
Most clients have a lock-box or keypad entry deadbolt type of door lock to access the house. Please provide the location of the key or lock-box code in the notes schedule when you book.
We get it, sometimes guests may cancel last minute and things come up. Because of this, we do not have a cancellation fee if you cancel at least 24 hours before the cleaning. If you cancel after the 24 hours before the appointment, there is a $45 cancellation fee.
Do you do laundry?
Yes! Between 1-3 loads of laundry is included as part of the package, depending on the size of your home.
We use the linen that you provide us. Laundry is included in the price as long as the machines are on-site or in-building. If not, there is an extra fee charge (in addition to reimbursement) to go to a laundromat.
I’m ready to rock, how do I schedule my first cleaning?
Awesome! We would like to speak with you first and fully understand your unit/needs. You can visit www.USCleaningService.com/request-an-estimate/ and fill out that quick form and someone will get back to you ASAP.
What are the Terms of Service for Vacation Rental Cleanings?
U.S. Cleaning Service, LLC Vacation Rental Policies:
- Availability Guarantee: We respectfully ask that you book as far in advance as possible so that we can guarantee a cleaning timeslot. If you book sooner than 48 hours in advance, we will try our best to accommodate but cannot guarantee availability!
- Laundry: If there is excessive laundry in the unit, the client acknowledges that the cleaning crew will be allowed to go to a laundromat in order to clean all linens in a timely fashion. The client will be charged reimbursement for laundry expenses incurred by the cleaning team (whether in-unit or at the Laundromat).
- Damages: Our cleaning teams will be on the lookout for any damages caused by the previous guests. However, it is not always possible to identify every damage. U.S. Cleaning Service, llc is not liable for any damages caused by the guests which are not reported.
- Cleaning Timing: We will try as much as possible to start at the exact scheduled time; however, during peak hours (10:00AM – 4:00PM) some flexibility may occasionally be required. Our guarantee is that the unit will be cleaned before the scheduled arrival time of the next guest.
- Cancellation Fee: If the cleaners arrive and there is no key in the lockbox or they cannot get in for whatever reason, we will charge a $45 cancellation fee. The cleaners cannot wait extended periods of time for the retrieval of the key to enter. If a booking needs to be cancelled for whatever reason, such as due to guests extending their stay or an incorrect booking, and the crew goes to the unit, we will charge a $45 cancellation fee.
- Loss of Revenue: U.S. Cleaning Service, llc is not liable for any loss of revenue incurred by the host. Our Guarantee is that if anything is missed by the cleaners, we will go back to fix the problem. We do not have any control over interactions with your guests and how things are handled, and thus are not liable for any loss of revenue.