Must-Ask Questions When Hiring a Cleaner To Ensure Your Short-Term Rental Is Guest-Ready Every Time

You’ve invested time, money, and energy into making your short-term rental shine, from the carefully curated décor to the streamlined guest experience. But even the most stunning property can get dragged down by one thing: inconsistent cleaning.

Sound familiar?

You’ve cycled through cleaner after cleaner, only to be left disappointed—or worse, hit with a guest review that damages your hard-earned reputation. And the stakes are high—just one bad review can cost you thousands of dollars in lost bookings.

So what’s going wrong?

Here’s the truth:

Most cleaning companies don’t operate with a host mentality. They see the property manager or owner as the client, but forget who the real customer is—the guest. That’s the mindset gap that can make or break your business.

At STR Super Cleaners, we understand that every clean is a chance to earn you a 5-star review—and one misstep could cost you future bookings. That’s why we operate with systems, not guesswork. We’re built for scale, but obsessed with the details. Because when you run a cleaning company with a host’s mindset, nothing gets overlooked.

Whether you’re evaluating your current vendor or hiring for the first time, this guide will help you ask the questions that truly matter—not just “Will I get the same cleaner?” but “What happens when they don’t show up?” “Who’s checking the work?” “How is guest satisfaction measured and maintained?”

This guide is about bridging the gap between what traditional cleaning companies provide and what short-term rental hosts actually need.

“Will the same cleaner service my property each time?” 

This is by far the most common question we get from prospective clients at STR Super Cleaners. But is it the right question to ask?

The reality is, many cleaning companies will generally send the same cleaner each time, but they can never guarantee they always will. Between turnover, staffing issues, sick cleaners, having an off day, etc., you might have someone else service your property. That’s normal. 

But here’s the thing. 

A well-run company doesn’t need to send the same cleaner every time because they have systems in place to maintain quality control, regardless of who’s cleaning.

That’s why it’s important to focus less on asking whether or not they’ll send the same cleaner each time and more on asking about a company’s processes, training, and quality control measures instead.

Quality Control Systems

Consistency is everything in the short-term rental world. You don’t just need a clean property—you need a consistently clean property, no matter who shows up to do the job. That kind of reliability doesn’t happen by chance—it happens through systems.

Ask if the company uses structured tools like detailed cleaning checklists, formal training programs, supervisor inspections, or internal quality reviews. And most importantly, are those systems designed specifically for short-term rentals, not just residential or commercial spaces?

Properties that host back-to-back guests experience more wear and tear, higher guest expectations, and less room for error. The systems used to maintain them need to reflect that reality.

If a company can’t clearly explain how they maintain consistency, or worse, they rely solely on the judgment of individual cleaners, that’s a red flag. You’re not just hiring someone to clean; you’re trusting them to uphold your reputation.

Look for clear processes, built-in accountability, and a team that’s trained to meet the unique standards of the STR industry. We’ll go deeper into those systems, like inspections and training, throughout this guide.

This is one of the most telling questions you can ask.

When you ask a cleaning company what’s included in a standard turnover clean, listen closely to the answer. If they respond with a rigid list of what is and isn’t included—or worse, immediately start drawing lines about what they don’t do—that’s a red flag.

Why? Because in the short-term rental industry, the job isn’t just to clean the space—it’s to prepare it for the next guest experience. That mindset changes everything.

Of course, not every visit is a deep clean. But the right cleaning partner knows that guest-ready means more than just vacuum lines and empty trash cans. It means checking the details: Is the remote working? Are the toiletries stocked? Are there scuff marks on the walls that weren’t there last time? Is the welcome book crooked on the table?

A company operating with the right mindset isn’t there to nickel-and-dime you over every extra minute or minor detail. They’re there to make sure your guest walks into a spotless, well-prepared, and thoughtfully staged space—because that’s what drives 5-star reviews and repeat bookings.

So if you ask “what’s included?” and the response sounds more like a transaction than a commitment to hospitality, keep looking. You want a company that understands the goal isn’t just to clean—it’s to impress your guest, every time.

This is a key question to ask. If the company provides residential or commercial services in addition to STRs, follow up with:

“How does your training differ between Airbnb turnovers and residential or commercial cleaning?”

Why does this matter? Because STR cleaning is hospitality cleaning. It’s guest-facing, review-driven, and needs to meet the expectations of paying travelers—not just the homeowner. A good company should be able to clearly explain how they shift their training standards, checklists, and approach based on the environment. If their training doesn’t adapt, that’s a red flag.

Do they undergo regular performance reviews or refresher training?

Initial training is great—but what about six months later? Look for companies that provide ongoing performance reviews, spot checks, and additional training based on guest feedback or evolving property needs.

Training

Do the cleaners go through a structured onboarding process that includes hands-on training, shadowing experienced staff, supervisor spot-checks, or refresher courses on cleaning techniques and safety protocols?

Proper training isn’t just about knowing how to clean—it’s about knowing how to clean for short-term rental guests. Airbnb turnovers require a different approach than cleaning someone’s personal home or office. Things like staging, spotting guest damage, restocking essentials, and meeting same-day check-in timelines are non-negotiable in the STR world.

Inspections

This is a must-ask question. A cleaning company without regular inspections relies entirely on the honor system, which means consistency is luck, not policy. And in the short-term rental industry, luck doesn’t protect your investment.

Random spot checks by supervisors or independent inspectors are a critical part of any quality control process. They keep cleaners accountable, catch issues before guests do, and ensure every property is held to the same standard, regardless of who’s cleaning that day.

It’s not about micromanaging, it’s about making sure your guest walks into a spotless, perfectly staged space every single time.

If the company you’re considering doesn’t mention inspections, be cautious—that’s a big red flag for inconsistency.

Handling Feedback & Guest Complaints

Here’s where you separate a cleaning company from a hospitality partner. Mistakes happen. What matters is how the company responds. Do they take responsibility, resolve issues quickly, and do what it takes to make things right? Or do they dodge accountability and point fingers?

Ask them directly:

• What’s your process when a guest complains about cleanliness?
• Do you send someone back out?
• Do you offer credits or refunds when appropriate?
• How do you use client or guest feedback to improve long-term?

The mindset your cleaners MUST be in is; “What will protect the guest experience?” Because that’s what drives your reviews, your revenue, and your repeat bookings.

Look for a company that’s coachable, proactive, and solution-oriented. Anything less puts your reputation at risk.

Communication

In short-term rentals, communication isn’t a nice-to-have—it’s mission critical. You shouldn’t have to chase your cleaning company for updates or wonder whether a clean was completed. Clear, proactive, and timely communication should be the standard.

Ask how the company keeps you informed. Do they send confirmations when a clean is scheduled or completed? How do they alert you to property issues, guest damage, or cleaner delays? If you’re finding out about problems from your guest instead of your cleaning team, something’s broken.

You’ll also want to know how accessible they are. Can you reach someone quickly when it matters? A delayed response can mean a missed clean or a ruined guest experience. Make sure there’s a real person you can get in touch with—and fast.

A cleaning partner in the STR world needs to be responsive, not reactive. You’re not just hiring for tasks; you’re hiring for peace of mind.

Scheduling & Late Checkouts

Cleanings should be handled automatically, not manually. Ask how they manage scheduling. Can you sync your calendar (iCal or PMS integration) so cleans are triggered as bookings come in? Or do you have to email or text them every time a guest checks out?

If your cleaner can’t work with booking calendars or doesn’t use scheduling software, that means more manual work for you—and more chances for something to fall through the cracks.

What about last-minute bookings or same-day requests?

In the STR world, plans change quickly. Guests extend stays, book last-minute, or check out unexpectedly late. Your cleaning partner should have systems in place to roll with it.

Ask what kind of flexibility they offer. Do they accommodate same-day or emergency cleans? Do they have backup staff to step in if someone is unavailable?

And don’t forget to ask about their late checkout policy.
What happens if a guest is still in the unit when the cleaner arrives? Do they wait? Do they charge extra? Do they notify you and adjust the schedule?
The best partners build in time buffers and have clear internal policies for how to handle these scenarios—because they understand the reality of hosting and don’t make it your problem when things shift.

The right answer here reflects mindset: they should be focused on protecting the guest experience and your operations, not nickel-and-diming you or disappearing when plans change.

Your cleaning company should treat scheduling like a business process—with automation, flexibility, and clear expectations for what happens when things shift. Because in this industry, they always do.

Pricing Transparency

A cleaning company that thinks like a partner—not just a vendor—will always be transparent about pricing. You should know exactly what you’re paying for, with no surprises or fine print.

Ask whether their rates are flat or vary by property size, and more importantly, what’s included—things like linen changes, supply restocking, and minor staging should be part of the package, not extra line items.

Occasional additional charges (like deep cleans or excessive messes) are reasonable—but they should always be communicated in advance, not discovered after the fact.

If the response feels transactional or filled with disclaimers, take note. A true short-term rental cleaning partner is focused on protecting your guest experience—not nickel-and-diming you for it.

Vague or unclear answers? No systems in place? No written agreement?

These are all warning signs that you might not want to tie your hospitality business to a particular cleaning company. Your short-term rental is your investment. Don’t use a company whose standards don’t match yours.

The truth is, you’ve spent a lot of time and money establishing your short-term rental and setting it up for an incredible guest experience.

But having a spotless rental is a pivotal part of the guest experience. A less-than-stellar cleaning can have a huge impact on how guests feel about your property, leading to negative reviews that will then affect other guests’ impressions. 

You don’t want to let inconsistent cleaning cost you bookings.

That’s why it’s so important to do your due diligence and make sure your cleaning company is delivering consistent quality.

And that all starts with asking your current cleaners and any prospective companies the right questions. Because not all cleaners are created equal.

Use our checklist during your next hiring process. Or if you want to be proactive before disaster strikes, use it to evaluate your current cleaner.