Cleaning guarantees in Estepona & Marbella.

Changes and cancellations

Each turnover has a team and a time kept for you, so a late change means a slot we cannot fill. To cancel or move a turnover, for example when a booking is cancelled, message our office on WhatsApp, +34 656 450 023. The time of your message counts.

• 24 hours or more before the turnover: free.
• Less than 24 hours before, not on the day: 50% of the turnover price.
• On the day of the turnover: full price.

• We confirm each turnover by WhatsApp when you book it.
• Moving a turnover to another day within the next 7 days is free if you tell us 24 hours or more before and we have a team that day. With less notice, it follows the cancellation rule above.
• Extras booked for that turnover follow the same rule.
• If guests have not left, we wait 15 minutes and call you. Waiting longer or coming back later is a fixed fee, told first.
• If we cannot get in because of a missing key or a wrong code, the turnover is charged in full, and we send you a photo and the time we called.
• Late check-out: please ask us before you agree it with your guest, so we can check that we still finish before the next check-in.
• Turnovers booked less than 24 hours ahead are done when we have a free team, and may cost more. We tell you the price first and confirm by WhatsApp.
• Either side can end the service with 30 days’ notice. There is no charge for pausing between seasons.

Our turnover promises

• We do not cancel your turnovers. If your cleaner cannot come, another trained cleaner from our team does your turnover, with your property notes.
• If we are still cleaning at your guests’ check-in time because of us, for example our team running late, that turnover is free. Late check-outs, no access, early arrivals you did not tell us about and extra work on a very dirty property do not count.
• Missed something? Tell us within 48 hours of check-in, with a photo. We come back the same day if the property is free, or if your guests agree. If not, we put it right at the next turnover and take that part off your invoice.
• No surprise charges: every extra is agreed with you in writing, with its price, before we do it. The one exception is a very dirty property when we cannot reach you.

Very dirty property

If guests left the property far dirtier than normal, for example after a party, smoking, pet mess, rubbish everywhere or food left out, we send you photos and a fixed price for the extra work before we start. If we cannot reach you within 30 minutes, we do the extra work up to the amount you set for the property, so your guests can arrive. Above it, we wait for your answer.

Damage

• If something is damaged, the cleaner tells our office straight away and we tell you the same day, with photos.
• If our work caused it, we pay to repair or replace it. We decide within 7 working days, using our photos and yours, and repair or pay within 30 days.
• If you find damage from our visit, tell our office within 48 hours of finding it, and before the next turnover, with photos.

Your photo report

During the final check we photograph the important things, such as the made beds, the bathrooms and what we restocked. Damage, left items, missing or broken items and low supplies go in the report with a photo. You choose: we send the report on WhatsApp after every turnover, before check-in, or we keep it and send it whenever you ask. Report photos are kept for 12 months.

Linen and supplies

• Our linen service: €15 + IVA per guest, with 3 towels per person (bath towel, hand towel and small face towel) and the bath mat. We take your used linen and towels to a professional laundry and bring them back washed. Booked separately. This is the default price; it can differ with bed size, for example one guest alone in a double bed.
• Or we use your own linen and towels, kept at the property or collected from your laundry.
• If you ask us to buy supplies, we charge the receipt price plus 15%, with a minimum mark-up of €5 per shopping trip.