Everything you need to get started, in the order that matters most. It takes a few minutes to read, and you can come back to it any time.
If you only read one section, read this one.
An office manager from our operations team looks after your setup from start to finish, in your WhatsApp group.
Your property details, pricing and inclusions are agreed with you before your first service is booked in.
You pay for the agreed scope and the result: a clean, guest-ready property. Not for the hours on site.
When a guest arrives the same day, that clean is prioritised to be guest-ready by the 3pm check-in.
Message your group with the area and a photo, ideally before the next guest arrives, and we'll prioritise putting it right.
Requests, changes and questions all go there. We're on it 8am to 8pm, 7 days a week.
Onboarding happens in your WhatsApp group, in a few short messages spread out naturally, so each piece of information is easy to find later.
Reply “I am happy to proceed” to your quote email. We take that reply as your confirmation.
We ask for your best WhatsApp number and create a group with you. One office manager introduces themselves and owns your onboarding from here, making sure every step gets done.
A short welcome with an overview of who looks after what. You don't need to remember anyone's name or role. Send everything to the group and we'll make sure the right person picks it up.
We send what we already know, pre-filled: address, access, parking, special cleaning requirements and your calendar links. You confirm or correct. We won't ask you for something you've already told us.
Before anything is scheduled, we walk through your quote line by line: property configuration, linen, consumables and any extras. That way there are no surprises later.
We agree what the first service is (a setup visit, a standard changeover or a deep clean) and confirm the date with you. We don't promise a start date until we've reviewed your property.
Your property is set up in our systems and moves into normal operations: cleans scheduled from your calendar, with your onboarding contact still there in the group.
A straightforward property can typically be turned around from same-day to a few days from request, once your details are in. Moving a larger portfolio from another provider? We usually bring properties across in staged batches rather than in one cut-over.
We schedule from your booking calendar (an iCal link). If you use a channel manager, send the iCal it generates. Otherwise we'll need a separate iCal link for each platform you list on, such as Airbnb, Booking.com or Vrbo.
Your quote is the source of truth. Before your first service, we confirm it with you in your group so the numbers and inclusions match what you expect.
Our hired linen is fully changed at every turnover. Bed packs include sheets, pillowcases, bath towels, bath mats, hand towels and a tea towel, with beds presented triple-sheeted. You supply protectors, doonas and decorative items.
Optional extras such as pool towels, extra hand towels and face washers are priced per item and confirmed with you.
We currently work only with our hired linen, so we can't accept owner-supplied linen. It keeps presentation consistent and avoids mix-ups at changeover.
Consumables are optional and flexible. You'll tell us which you prefer when we confirm your quote.
Keep your stock topped up in the agreed place. We can't restock what isn't there.
A few simple rules explain almost everything about how and when we turn a property over.
The clean happens the day the guest leaves, whether or not another guest arrives.
Back-to-back changeovers are prioritised to be guest-ready by the standard 3pm check-in.
Weekdays, weekends and public holidays, all at the same rate.
None of these are bad news. They're just much easier to agree on now than to sort out after a clean. (Linen and consumables are covered above.)
A new property has no notes and no photos on file yet, so the first clean is where we learn it. The scope of the first service is agreed with you in advance, never assumed. For a property that's dirtier, larger or of unknown condition, an entry or deep clean is itemised separately.
How you can helpSend photos of how you want each room presented, and tell us anything a photo won't show.
A changeover clean gets the property guest-ready between guests. It isn't a deep clean. Heavier build-up, such as mould, baked-on oven grease and window tracks, is deep-clean territory. At the start of a service we report anything that needs more than a normal clean, so you can decide. We recommend a deep clean every 3 to 6 months. The decision is yours.
Compare the three types of clean →How you can helpIf a property has been sitting, or a guest has left a lot behind, ask us whether it needs a deep clean.
Your price is fixed for the agreed scope, so a clean is judged on the result: is the property clean, presented and guest-ready? It isn't judged on how long a contractor was there. A quick clean that meets the scope is a good clean. We do record start and finish times, and we look at them when a concern is raised.
How you can helpIf something was missed, tell us what. A description of the area and a photo gets it fixed fastest.
Tell us promptly, ideally before the next guest uses the area. A report works best with the property, booking date, affected area, a short description and clear photos. When it's a valid concern, we prioritise returning to put it right, usually the same or next day where reasonably possible. Fixing our own miss is at no charge. A refund or compensation is assessed on the circumstances, and is normally limited to the value of the affected cleaning service.
Read the terms on quality concerns →How you can helpPlease give us a reasonable chance to inspect and fix it before arranging another provider or seeking reimbursement.
Bed setups and styling preferences only work if they're written down. We document your presentation standards against the property, so whichever contractor attends is briefed on them, and replacements are briefed before they first enter.
How you can helpA photo of the finished look beats a description. If you change your setup, tell us in the group.
Every service is documented with photos, shared by link with a written summary, as a record for both sides. We check for noticeable damage and missing items and report what we find, usually with photos. “Before” photos aren't guaranteed on tight back-to-back days, and a cleaning visit isn't a full property inspection.
How you can helpIf you want something specific checked or photographed each time, tell us at onboarding and we'll record it as a special requirement.
Cleaning can't fix everything. Stained couches, mouldy curtains, worn finishes and broken items are maintenance matters. We report them, usually with photos, so you can decide what happens next. Repairs sit with you or your owner, and any extra work needs your approval before we go ahead or charge for it. A return visit doesn't cover permanent stains or wear.
How you can helpTell us about known problem areas up front, so they're not a surprise on the first report.
What's included outdoors varies from property to property, so we confirm your outdoor areas with you at onboarding rather than assume. Terraces and balconies are checked at the start of a service and reported if they need more than a normal clean. A normal turnover wipe-down of the BBQ is included. The pool area, including pool glass fences, and deeper BBQ and grill cleans are quoted separately, with your approval first.
See what's quoted separately →How you can helpTell us which outdoor areas matter to you, and we'll confirm what's included for your property.
Clear lines mean fewer surprises on a busy day.
Send these over in your group as you go. We pre-fill whatever we already know from your quote, so you only confirm or complete.
Digital door codes are best shared close to the service date, because unused codes often expire within 24 hours of being created.
A straightforward property can typically be turned around from same-day to a few days from request, once your details are in. We confirm your first clean date with you after reviewing your property, and we don't promise a date before then.
Message your WhatsApp group and say which clean it's for. We'll add it to that clean. Anything beyond your agreed scope is confirmed with you before we go ahead.
Tell us in your group as early as you can. Date changes are accommodated with reasonable notice where possible, and the earlier we know, the easier it is to adjust that day's route.
No. The clean still happens on checkout day, so you can keep the night open for bookings. With no guest arriving there's no 3pm deadline, just a flexible point in that day's route.
We accommodate last-minute bookings once we're notified. If routes are already planned we give you the best achievable estimated time of completion. Early check-in has no fee, but needs at least 48 hours' notice.
Tell us as soon as you know about any access change, such as a new door code. A standard call-out fee applies when a contractor attends but can't complete the clean because of an access failure that isn't caused by us.
Yes. We turn properties over 365 days a year, at the same rate on weekdays, weekends and public holidays.
Not currently. We work only with our hired linen, fully changed at every turnover. A quote without linen can be shown for reference, but we can't take it forward without our linen.
Yes. We leave them ready for guests at no extra charge. Tell us where they're stored, how much to leave out for each guest and how you'd like them presented.
We recommend one every 3 to 6 months. A changeover clean isn't a substitute for it, but the decision is always yours.
A network of trusted, independent contractors, briefed on your property's standards and supported by our operations team. They're not employees, and your group is where you reach us, not an individual cleaner's phone.
Tell us in your WhatsApp group. Each property goes through the same steps (details, pricing and inclusions, then a first service), and we confirm the start date with you.
More questions? See the full FAQs.
Already with us? Message your WhatsApp group any time (we’re on it 8am to 8pm, 7 days a week). Not a client yet? Ask Rolo, email hello@relaxweclean.com.au, or get a quote and we’ll take it from there.
