FREQUENTLY ASKED QUESTIONS
Move In/Move Out Cleaning
Who are Manhattan Maids?
Manhattan Maids are an agency offering professional housekeeping and domestic cleaning services. We have been operating since 2003 and our clients are typically based in the Western Suburbs (West Perth to Fremantle) and in the Southern Corridor (South Perth through to Fremantle).
Our End of Lease maids specialise in meeting even the toughest Property Manager & Owners standards are met. They are fully aware of the standard industry expectations, but will also liaise with you to ensure that any special conditions in your lease agreement are met.
Our maids are independent contractors who work through us on client placements. For this arrangement we charge a nominal agency fee that is paid by your maid to us.
How we differ from other agencies is that we want to maintain an ongoing relationship with you and we therefore focus on ensuring that you receive a quality service that meets your requirements. We also have an Area Manager whose job it is to ensure that the quality is maintained and they are available to talk to you about any concerns or compliments you may have with regards to your Move In/Move Out Clean.
How do you access the property?
Your designated maid will call you the day before your Move In/Move Out Clean to confirm access details and to obtain any security information.
Your maid is fairly flexible on entry arrangements, however we want to ensure that there is a quick and efficient manner in which your maid can gain access. Our clients typically find that the most efficient and easy way is to provide your maid their own key and security access details or to meet them on site.
Please refer to our Cancellation Policy should you be running late or unable to provide access to your maid for any reason.
How many people will clean my property?
Depending on the size of your property, the type of property and the anticipated time to be taken, our maids will either work individually, or together with another maid.
Some clients find this particularly useful to minimise the amount of time in the property – particularly if you are to return keys to a real estate agent or to the new/old owner within a given period of time.
When more than one maid is at the job, the quoted time – which was given in “maid” hours – is lessened by the number of people. For example, if you were scheduled for a four-hour service and two service providers are assigned to your job, the cleaning should be completed in 2 hours or four “maid”-hours.
Will I know who the maid is before they get there?
Yes, definitely! Your maid will be calling you between 3 – 6pm, the day before your scheduled clean, to confirm access details and to obtain any security information from you. Your maid will also discuss with you the best method to return your keys and to collect final payment.
Are Manhattan Maids trained and supervised?
Quality and training go hand-in-hand! All our maids attend our “Maid School” prior to being placed with any clients. This is to ensure that every maid is fully trained and consistent in their cleaning to meet our expected quality standards.
Our Move In/Move Out Cleaning Division has specially trained maids that specialise in meeting even the toughest Settlement standards.
What’s more is that we offer a 100% service guarantee: If you’re not happy with the clean, let us know within 24 hours and we will correct it for free!
As an agency requirement, all maids at Manhattan Maids are contractually required to be covered by Public Liability Insurance. Certificates of Currency are available upon request.
What is the cost of my Move In/Move Out Clean?
Fees are based on the size and condition of your property, as well as what you have requested. When you phone us, we will provide you with an initial estimate. Once your maid enters your property, they will have a better sense of exactly how long the Move In/Move Out Cleaning should take. If they become aware of a discrepancy between the estimate and actual time needed, your maid will immediately contact Manhattan Maids management who will try to contact you to discuss the difference.
Please note that the nature of an Move In/Move Out Clean often requires very specific and high intensity tasks (for example, oven cleaning, cleaning fans, blinds, etc), and will therefore take longer than a regular clean.
How do I pay for your services?
As an independent contractor, your maid will collect payment from you at the completion of your Move In/Move Out Clean. They accept the following forms of payment: Cash, EFTPOS, Electronic Funds Transfer, MasterCard/Visa (please note that 2.5% transaction fee does apply to credit card payments).
Payment is always due at the time of service. For Move In/Move Out Cleans, we require your credit card details at the time of your booking to secure the date and time.
What is the cancellation policy?
We require 3 days notice for all Move In/Move Out Clean cancellations. Should your cancellation be within 1-3 days of the scheduled booking, it will be necessary for us to charge you 3 hours cleaning. For cancellations made within 24 hours of the scheduled booking, the full estimated charge will apply. This is to cover the loss of income from the maids not being able to book themselves out to another client.
What if I’m running late to provide entry to my maid?
In the case that you are running late to provide entry to your maid to your property, please phone Manhattan Maids office on 1300 864 770 to advise that you are running late. The Manhattan Maids office will then contact your maid to update them on your expected time of arrival.
Should you be more than 15 minutes late, without notification to Manhattan Maids office, we will then treat this as a cancellation and our cancellation policy will apply.
Who provides the cleaning products & equipment?
For Move In/Move Out Cleans, our maids will bring their own cleaning products and equipment.
How do I provide feedback?
Your Area Manager will be in contact with you following the Move In/Move Out Clean to ensure that you are happy with the outcome.
We encourage all feedback – both compliments and opportunities for improvement. This feedback is essential to serve you better, to correct any problems and to praise those maids who maintain our high standards.