Questions to Ask Before You Hire a Vacation Rental Cleaning Company
- 150,000+ Turns Completed
- 4.9 Average Cleanliness Rating
- Linens Included Every Turn
- Photo-Verified Inspections
- Two Commercial Laundry Facilities
- Automated Calendar Scheduling
12 Questions to Ask Before You Hire a Vacation Rental Cleaning Company
What to Ask, and Why It Matters
Choosing a vacation rental cleaning company is one of the biggest decisions an owner or property manager makes, because the cleaner touches every guest stay and every review. Star ratings and price quotes only tell part of the story. The questions below show how a company actually operates on a busy Saturday, what you will really pay, and what happens when something goes wrong. For each one we explain why it matters, what a strong answer sounds like, and what should make you pause, so you can compare any company on the same terms.
The 12 Questions
1. What is the all-in price per turnover, including laundry and supplies?
Why it matters: A low cleaning rate can turn into a high bill once linen rental, laundry, supplies and trip fees are added. The number that matters is what you pay per turn once everything is included.
A strong answer is a written quote per unit that lists exactly what is included and what is priced separately, such as deep cleans or comforter washing. Be cautious if a company will only quote a cleaning rate and says the rest “depends.”
How we handle it: Our pricing is quote-only and set per property, with linens, towels and laundry built into the cleaning price. Deep cleans and comforter washing are listed separately on the written proposal, so nothing appears on an invoice that you did not see first.
2. Do you provide the linens, or do I?
Why it matters: Owner-supplied linens wear out, go missing and need to be replaced, and someone has to track all of it. A company that supplies linens takes that cost and hassle off you, but you should know whether it is built into the price or charged as a rental.
A strong answer spells out which items the company supplies, which items stay with the owner (comforters and mattress protectors usually do), and who pays when a guest ruins a set. Be cautious if nobody can tell you what happens to stained or damaged linens.
How we handle it: We supply the linens and towels for every turn from our own commercial-grade inventory. Each bed gets a fitted sheet, a flat sheet and two pillowcases (one for a twin) in 120 GSM microfiber. Each unit gets 27″ x 54″ bath towels at one and a half times the guest count, and each bathroom gets four washcloths, two 16″ x 27″ hand towels and a 20″ x 30″ bath mat, plus two kitchen towels per unit. Owners supply the items that stay with the bed, which are comforters, mattress pads, encasements and pillow protectors. Stained or damaged linens are retired from our stock, and owners are only charged when a guest damages a set beyond saving.
3. Are dirty linens washed in the unit or taken to a laundry facility?
Why it matters: Washing in the unit means the clean waits on a residential washer and dryer, which is often what makes a same-day turn run late. It also puts heavy wear on the owner’s appliances. Commercial laundry runs hotter, removes sunscreen and stains more reliably, and keeps the turn moving.
A strong answer describes where linens are washed, how stains are handled, and how quality is checked before a set goes back on a bed. Be cautious with “we wash on site when we can” if you have back-to-back bookings.
How we handle it: Every load leaves the unit and goes to one of our two commercial laundry facilities in Fort Walton Beach and Panama City Beach, where water runs up to 160°F and each set passes four quality checks before it goes back on a bed.
4. Is every clean inspected, and do I get photos?
Why it matters: If you manage remotely, a text saying “unit is done” tells you very little. Inspection by a second person catches what a tired cleaner misses, and time-stamped photos give you proof when a guest complains or claims something was missing.
A strong answer names who inspects, whether it happens on every turn, and where you can see the photos. Be cautious if inspections cost extra or only happen “spot check” style.
How we handle it: A second person inspects every turn before it is marked guest-ready, averaging 38 time-stamped photos, and you can log in to see every photo from every clean at no extra cost.
5. Can you connect directly to my booking calendar?
Why it matters: Manual scheduling by text is where missed cleans come from, especially when a reservation changes at the last minute. A calendar connection means every checkout creates a clean automatically.
A strong answer names the platforms they connect to (Airbnb, VRBO and common property management software) and explains how changes and cancellations flow through. Be cautious if you are expected to send a schedule every week.
How we handle it: We connect to your booking calendar through your property management software or iCal, so each checkout schedules a clean automatically. New properties are set up within 24 hours of receiving your intake form.
6. Can you handle several checkouts at the same resort on the same day?
Why it matters: If you own multiple units at one resort, they often check out together. Resorts also add friction, like security check-ins, key cards, parking rules and elevator waits, that a company new to the building will not plan for.
A strong answer includes experience at your specific resort and a plan for getting in the door without delays. Ask how many units they already clean there.
How we handle it: We clean more than 50 units at The Palms of Destin, more than 80 across Destin West, and more than 30 each at Azure and Blu, and at The Palms our team holds resort vendor key cards so turns start on time. Units are guest-ready by a 4 PM check-in and usually sooner.
7. How many units can you turn on a peak Saturday?
Why it matters: On the Gulf Coast, most turns happen on Saturdays in summer and during holiday weeks. A company that is great on a Tuesday may not have the people to cover your units when every other owner needs the same window.
A strong answer is a specific number backed by experience. Be cautious with vague answers like “we’ll make it work.”
How we handle it: We turn more than 200 units on a peak Saturday, and Saturday availability is a requirement for our Cleaning Pros because it is the busiest day of the week.
8. Will I have one point of contact, and will the same cleaner come each time?
Why it matters: A cleaner who knows your property works faster and notices when something is off. A single contact means you are not re-explaining the same issue to someone new each week.
A strong answer names who your contact is and how you reach them, and explains how often the same cleaner is assigned. No company can promise the same person every single time, so an honest answer will mention days off and illness.
How we handle it: Every client has a dedicated account contact, reachable by email, text or Slack. We keep the same Cleaning Pro on your property whenever possible, with the only exceptions being when that person is sick or off duty.
9. Who covers a turn when a cleaner calls out?
Why it matters: Call-outs happen everywhere. What matters is whether the company has the bench to cover them, or whether the problem lands on you an hour before check-in.
A strong answer describes how turns are reassigned and confirms the inspection still happens. Be cautious if you would find out about a call-out from your guest.
How we handle it: Our scheduler reassigns the turn to another Cleaning Pro, and the inspection still happens before the unit is marked guest-ready, so a call-out is not something you should ever have to manage.
10. What happens if a guest complains about cleanliness?
Why it matters: A fast re-clean can save a review, and a slow one can cost you a refund. The policy matters less than how quickly the team actually responds in the afternoon on a busy day.
A strong answer gives the reporting window in writing, says whether the re-clean is free, and describes how quickly the team typically goes back out.
How we handle it: Issues reported within 24 hours of the guest’s check-in are re-cleaned at no charge, and in practice we usually go back out the same day.
11. Will you report damage, missing items and maintenance problems?
Why it matters: Your cleaner is in the unit more often than anyone else. A slow leak, a broken lamp or a failing AC caught at checkout is far cheaper than one a guest discovers, and photos taken the day of the stay are what support a damage claim.
A strong answer covers how problems are reported, whether photos are included, and how you follow up until they are fixed.
How we handle it: Inspectors photograph damage, missing items and maintenance problems on every turn and report them to you. Each issue stays open on your dashboard, with follow-ups, until it is fixed, postponed or declined.
12. Do you manage starter supplies?
Why it matters: Running out of toilet paper or trash bags is one of the most common small complaints in reviews, and restocking is easy to forget when you are not on site.
A strong answer lists exactly what is supplied every turn, what comes from the owner, and how you are told when something runs low.
How we handle it: Every turn includes toilet paper, trash bags and soap for each bathroom, and trash bags, dish soap, a sponge, paper towels, laundry pods and dishwasher pods for the kitchen. Anything beyond that is restocked from your owner closet, and we let you know when it runs low.
How to use these questions
Send the same questions to every company you are considering and ask for the answers in writing, along with a quote for your whole portfolio rather than a single unit. Written answers to identical questions make the differences between companies easy to see, and they give you something to point back to if service slips later.
If you would like these answers in writing for your specific properties, request a quote. You can also read how a 7-step turnover clean works, how a vacation rental laundry program works, how amenities restocking works and how photo-verified inspections work.
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