What’s included in your Housekeeping Service?
Hostmaker’s pay-as-you-go Housekeeping Service is specially tailored for Airbnb hosts. Our fully trained housekeepers will do a full service clean of your flat (service times depends on the size of the flat), make the beds up in our linen, replenish amenities such as toilet roll (2 only!), shampoo and shower gel, tea, coffee and sugar. Trust us, when we are done with your home, your guests will give you a 5 star rating! When we clean a flat after a guest leaves, our housekeepers will try and provide a heads up on any obvious and substantial damages caused by the guest. That said, we can’t promise to report every mark, stain or scuff as it is unrealistic to provide a full inventory in the time allocated.
What do your Housekeepers not do?
We are not domestic housekeeping service so we do not promise a set amount of time per service. In other words, when you book with us, you get a service (outlined above) but not a set number of hours of service. Our team will get your home guest ready and our focus is on presentation for guests - this means that within your service time, we will not provide deep cleaning. For various reasons including insurance, our housekeepers will not be able to help with the following items:
- Oven cleaning (we will clean trays though),
- Window Washing, Washing Walls,
- Furniture Treatment,
- Carpet Treatment or Deep Cleaning,
- Cleaning of exterior windows, Animal waste removal,
- Gardening & garden shed cleaning,
- Garden and/or Patio cleaning,
- Mould and/or bio-hazardous substance removal,
- Industrial cleaning, The lifting of heavy furniture,
- Cleaning surfaces above arms reach,
- Cleaning of heavily soiled areas,
- Extermination (insects etc.),
- Yard work or garage cleaning
Do you provide cleaning products?
Yes we most certainly do! Our housekeepers will come equipped with basic surface cleaners - nothing fancy. If you want us to use special cleaning products for your flat, just pop a note when making a booking. But please do ensure that the cleaning products have no nasties in them!
What do I need to provide?
You will need to provide a hoover, toilet brush, a bucket and a mop. Top tip - invest a good quality hoover as the cheaper varieties break or lose their suction very quickly. We recommend a Miele hoover if you have thick carpets and a Vileda mop. Our housekeepers will thank you for it!We will also need 1 set of keys if you are booking housekeeping service only and 2 sets if you are planning to book housekeeping and check in services. If we only have 1 set of keys and need to do housekeeping and check in on the same day, there may be an additional charge for transporting the keys,
Can I book linen on it's own?
Afraid not, we supply linen with our housekeeping services only - so not only will you have hotel quality linen but your beds will all be made to a hotel standard too!
Can you wash my sheets and towels?
We do not offer a laundry service so we will not wash your sheets and towels. Clean linen is included in our housekeeping service.
What's included in the linen service?
Save your washing machine hassle! Each bed linen set includes 100% cotton, high quality sheets and towels for 2 guests: 1 flat sheet (can be a single, double, king or super king), 1 duvet cover, 4 pillow cases, 2 bath towels, 2 hand towels, 2 face towels, plus a hand towel and bath mat per bathroom and a kitchen tea towel.
Can I make special requests for the housekeeping?
Please feel free to add booking notes when you make your booking and our team will follow the requests and instructions when they are servicing your home. Do ensure that the instructions are precise and easy to understand and do not involve anything that is not included in our service offering (See section on Services).
What does a Check in service include?
A Check in service buys you 90 minutes of waiting time with one of our lovely welcome wizards. They will greet your guests, show them around the flat, provide any instructions that you have given to us about the property and also give them some great local tips! Please let us know these details by filling in this House Manual ahead of your guests’ arrival.
On the day of the check in, the welcome wizard will contact your guest via text to check whether the guest is on their way and is not lost! But before and after the check in, please do ensure that your guest knows that you are their point of contact and not the welcome wizard.
What if my guest is running late for check-in?
Our team will wait for up to 90 minutes for your guests to arrive from the time you book the check-in. We appreciate that travel plans can go awry, and we ask that you and your guest keep us updated if they will not arrive within the allocated 90 minutes. If your guest runs late and does not give us more than 2h warning, we will have to charge an additional £20 per hour of waiting time. If your guest has not replied to our check-in team's texts and calls and is running late for 60 minutes, we will call and email you to notify you of the situation.
When should I book a check-in for?
Please always book your check-ins for the time your guests will arrive. Our team always aim to arrive at least 15 - 30 minutes earlier than the check-in time in order to check the heating, wifi and general condition of the home. If you have the guests travel details, we generally recommend allowing at least 40 - 50 minutes from the scheduled flight landing time for guests to leave the airport, then allow the usual travel time from there.
Can you do back-to-back bookings?
No problem! Book your service for the first set of guests check out time, and we'll have the place turned around in no time.
What if my guests haven't checked out when your housekeeping team arrive?
We always recommend telling your guests a check out time if you have housekeeping booked in. If they have not left yet, we will contact you to let you know. Our team is happy to work around packed luggage, but if the guests possessions are all over the home, and the guests are not there to pack them away, we may not be able to service your home. We will always contact you if that is the case. If we cannot reach you, our team will wait for half an hour, if they still aren’t able to start they will leave. Please note, if you book AM or all-day flexibility, your service may be at 8am so it is important to ensure your guests have left or are warned they will need to let the housekeeper in to start the service.
How do I give you my keys?
There are a few options for getting us your keys, you can select which option you would like to do when you book online - most hosts drop the keys directly to our warehouse:
Hostmaker, Unit A101/102,
The Biscuit Factory, 100 Drummond Road,
Bermondsey, SE16 4DG
Absolutely! Let us know the code when you book and our team can collect the key from the lockbox at the beginning and return them at the end of service. However, if you do have sets of keys which could be held by us permanently, this would be preferred as a backup to using the lockbox.
How many sets of keys do you need?
Two sets of keys are the minimum requirement if you wish to use our housekeeping and check-in services - there should also be 1 set of keys for your guests which remain in your home when guests check out.
Will you give my guests your set of keys?
Ideally, no. We find that everything runs a lot smoother if Hostmaker can retain 2 sets of your keys with your guest’s keys remaining in the home. We appreciate that this is sometimes not possible, if this is the case for you, please email firstname.lastname@example.org to discuss how we can coordinate your keys.
We can collect keys between 8am and 8pm for a collection fee - you can add this request to your booking when you book online.
Can you collect keys from my concierge?
Yes! Please give your concierge permission to release the keys to Hostmaker and we are happy to collect them at the beginning and end of services. We cannot guarantee which housekeeper will be coming to your home so please ensure the concierge is happy to release the keys to any of our team. However, if you do have sets of keys which could be held by us permanently, this would be preferred to using the concierge.