Frequently Asked Questions
Most of the time, our cleaners work alone or in a team of two. By doing this, we’re able to give a more personalized service. The cleaners become more familiar with your home and your needs, and we’re able to provide them with more time so they aren’t rushing your cleaning to get to someone else’s home.
We make every effort to have the same person clean your home each visit. Occasionally, there may be a change due to illness, vacations and staff changes. If your cleaner is not available, we’ll send another trained cleaner with management oversight. You can rest assured your home will be consistently cleaned to the Hello Maids standard.
It’s up to you! Every customer is different with what they’re most comfortable with, but if you won’t be home, we do need to work out how we’ll gain entry into your property.
Here are some alternatives that many of our customers employ:
- Providing an access code for a lock box***, door keypad, or garage.
- Arranging to leave a spare key at the Hello Maids office in a secure lock box. All keys are color and number coded.
- Providing us with the location of your spare key (under the mat, in a potted plant, etc).
If none of these work for you, please contact our office so we can work something out.
*** NOTE: If you are booking a weekly or biweekly service, we may be able to offer you a lock box of our own. For all others, we can offer one at a discounted price.
Absolutely! Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk-free as possible. Of course, accidents happen, but when they do, we are properly equipped to ensure everything is resolved as quickly as possible. We can even send you a certificate validating our insurance, per request.
We know that sometimes unfortunate accidents happen. When damage does occur, we will notify you ASAP and we’ll do our best to make it right. Our cleaners are trained to immediately report any damages to our office. If anything goes unnoticed by our maids, please notify our office as soon as you recognize any damage or loss.
We accept all major credit or debit cards (Visa, MasterCard, American Express, and Discover) as well as checks and cash.
You can enter your payment information when you create a new online booking or booking through our Hello Maids app (available for Android and iOS). We do require a credit card or debit card on file prior to your cleaning to reserve your booking.
You may also give the office a call at anytime to add, update, or change your credit card information.
Though it is not mandatory, we absolutely encourage tipping your cleaner to show your appreciation for the exceptional service provided. 100% of your online tip goes directly into the cleaner’s weekly paycheck.
If you need to cancel your cleaning, please contact the office via phone or email as soon as possible. Any schedule changes that are made 48 hours or less before your service will incur a $75.00 cancellation fee. We reserve the time just for you, and it becomes difficult to replace the labor hours our cleaners are expecting on such short notice when we get a cancellation. The cancellation fee is compensation for this loss.
If your cleaning falls on a holiday that Hello Maids observes, we’ll get in contact with you to reschedule your cleaning for the prior or next business day.
After every cleaning, you’ll receive an automated email asking for your feedback and to rate our service. This feedback immediately goes to the office and helps us improve our services.