And now it's time for another Vacation Rental Mailbag.
I love these sessions.
Hi there, I'm Angela Brown and this is Ask a House Cleaner.
This is a show where you get to ask a house cleaning question
and I get to help you find an answer.
Now, on Wednesdays in this group, we have what's called Vacation Rental Mailbag and
that is for the Airbnb group that does the cleaning.
So, if you clean Airbnb's or vacation rentals or short-term rentals, this show is for you
on Wednesdays when we do our Vacation Rental Mailbag.
Now, if you have questions, you can go over to TurnoverCleaningTips.com
There's a little blue button there on the bottom.
You can just click on the button.
A little microphone appears and you can leave your question right there.
We also have a community ... This is awesome ... where you can jump in.
Anyone can participate; this is not a closed Facebook group.
This is a community where anyone can ask your Airbnb questions.
These are short-term rentals, vacation rentals, vacation rentals by owners.
It's the home away, the flip key, it's all of those sites that you go visit and you stay
at someone else's house instead of staying in a hotel.
All right, TurnoverCleaningTips.com
and while you're there, check out our community.
All right, on to today's Vacation Rental Mailbag where we have a customer that says,
"I have three people that help with the staging and clean-up process in getting ready for the
next guess process.
So three people do the turnover cleaning service.
If a customer leaves a tip for those people, does just the person that does the cleaning
or do all of them get the tips?"
Okay, that's a great question and let's break it down.
The first person that comes in cleans up after the last person.
They're the ones that are ripping off all the linens.
They're the ones that are cleaning up leftover food, taking out the trash, wiping everything
down, scouring out the toilets, the tub, the sinks, all that stuff.
The other person is doing documentation and this is really important in the Airbnb industry
where, after a guest leaves, they come in with their cell phone and they take a picture
of every room.
They want to make sure that they know how the guest left the room because if the cleaning
crew charges extra for that cleaning, like the place is just trashed, we have to have
documentation to send back to the customer and say, "Hey, you have to pay us extra money
because you trashed the place."
So this would be documenting food that's left out, garbage that's strewn all over,
extra things that may have been left.
Lots of people, I don't know why, but they leave things like jeans and shoes and baby
toys and clothes and stuff behind.
They could be stuffed in a drawer somewhere or it could be under the bed.
It could just, whatever.
But people leave stuff.
So somebody has to come in and they have to pick up all those things.
They take pictures of them.
Then they wash them and they fold them and they package them up and they ship them back
to the customer.
Now, if you are just dumping something like, "Oh hey, I'm done with these jeans.
They didn't fit me very well."
You should leave a note and say, "Hey, these are trash.
I don't want them back because otherwise, they're going to get cleaned sent back to
you and you're going to get a bill for the shipping.
And they may be clothes that you didn't want anyway, right?
So don't throw them away at the Airbnb unless it's specified, this is trash.
If it's trash, kindly take it out and just toss it in the dumpster when you're done so
there are no surprises and no extra billing.
But there is a person that comes in and they do all the documentation.
It's also a damage report.
If, while you're at a customer's house, you damage something, like you pull the blinds
down and they came off the track.
Now they fell off and now they're just sitting there on the ground.
That's going to be documented as you broke them.
Now, maybe you're able to fix them.
Maybe you just told the person, "Hey, they just fell off," I don't know.
But you've got to have a conversation about that.
If you don't, you're going to get hit with a damage bill and that damage bill also goes
through listing sites like Airbnb or Vacation Rentals or whatever.
There are damage reports of people that damage property while they're at a stay.
So there's a person doing that as well.
Then the third person who's coming in is doing all of the restocking.
This would be, they're filling up the coffee bar and they're replacing sugars and creams
and things like that.
They might go through and wipe out the refrigerator
and make sure that there are no open foods that are left.
Did you know that if you stay at an Airbnb, you can't leave any extra food because the
next guest is not going to use it.
If it's open, nobody can use it.
But if you bought some jelly or jam while you're there and it's closed, it has not been
opened, it can be reused.
Lots of Airbnb's have what they call a "sharing pantry."
So you can leave it in the sharing pantry and then the next guest that comes through
may want to use your jam or jellies.
So find out if your Airbnb does have a sharing pantry and then before you go shopping at
the new place, check and see is there anything here that ... Maybe somebody bought some stuff
for spaghetti and then they never made it.
It's unopened, unused; therefore, you can use it if it's part of the sharing pantry.
But make sure that it's part of the sharing pantry, so that you don't just take the owner's food.
Those three people are the people that are getting the place ready for the next person.
Who gets the tips?
Well, in this case, because everybody is doing things that pertain to the stay, then those
tips should be split up and shared.
They're all doing things that without them, the next guest cannot come.
So that is all part of the turnover process and yes, they should split the tips.
All righty, next question.
This is one is about bonuses.
If you have a cleaning crew that comes in and does the turnover service for your Airbnb,
as a bonus, should you offer them free nights at your place?
Now these free nights would be, let's say, when somebody does not book
and the place is available.
Because you don't want to take away your paid guests to give to the cleaning staff because
unless it's like an anniversary or birthday or something, in which case you'd want to
block that off on your calendar and reserve it for your house cleaner.
Do you do that?
I talked with lots of people that are in the Airbnb industry and many of them said yes, they do.
It's an added bonus because to give them a night's stay is a certain value and you're
not paying for it out of your pocket.
What you're paying for is still the cleaning for their stay.
So that's all you're really paying for but they're staying at your place for free.
That's like an added bonus to them where they can leave their own house, come stay at your
place and have a night away and get to enjoy the experience.
Now, I do recommend this and the reason being is this: When the person that cleans your
place gets to stay in it as a guest, they get to see it like a guest.
So they arrive and they get to experience the check-in process.
They get to experience how does the place smell?
How does the place look?
What lights are turned on and what ambience is created?
Then, as they stay there during the night, what noises do I hear outside?
Are there barking dogs or are there people talking?
If you're a smoker, where in the house are you allowed to smoke or do you have to go
outside to smoke or what are the policies?
So, as a guest, you get to see things as a guest would see them.
But if you're just the person that comes in and cleans up and you never get to see that
element of it, it's hard for you to picture what a guest might be going through.
So is it a great bonus?
I say, "Yes.
It's a great bonus and you should do it."
All right, our next question is a tag-along to that question and it's if you do offer
a free night's stay to your cleaning staff, do you charge them a cleaning fee because
you have to pay someone to clean it or do you pay them to clean it?
Or do you come in and clean it up so that they can get the whole experience free of charge?
That's a really interesting question and it comes down to a couple of things.
Your place still has to be cleaned.
It still has to be cleaned.
It still has to have the turnover service.
If this is a gift and it truly is a gift, then you can put a price on that gift.
I'm going to gift you the night of the stay.
That is your gift or you can say the whole experience is the gift, in which you get to
stay for the night and the cleaning will be taken care of.
So, as the owner, you get to decide that.
How generous do you want to be?
Then the next part of it is do you want them to clean up when they're done.
I don't recommend that you do.
I recommend that you have someone else come in and clean up after this experience because
I don't want the end of their vacation to turn into a job.
If they're coming, like on their anniversary, and they came to your place and they got to
spend the night.
I don't want them to spend the next day spending three or four hours turning the place over,
restocking the place, cleaning up, vacuuming and mopping and all that stuff.
That's not a very fun vacation.
When you go on vacation, you just want to go and relax.
So, I would bring in someone else or as the host, I would come in and I would clean it myself.
I would make sure that that is just a gift.
If it's part of the cleaning crew, let them go home ... If it's the same person, let them
go home, drop off their family, change their clothes and if they're working the next day,
then they can come back and just treat it like it's a separate job.
Yes, they happened to stay there last night and they happened to be the ones that made
the mess, but now they're on task; now they're on duty.
It's not just tagged along on their vacation.
So there are a couple different ways to do it, but I would recommend not even having
them be part of the clean-up process on the night where they were rewarded or awarded
the night's stay.
All righty, that's it for today.
I hope this helps you just a little bit.
If it does, please pass it on to a friend.
Who knows?
You might know someone in the Airbnb industry.
Until we meet again,
leave the world a cleaner place than when you found it.
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