If a guest requests that there apartment be recleaned we need to make sure everything is done correctly and that the guest is happy
If a guest has rang or texted to complain about the cleanliness standards please raise a support ticket and set the prioity to HIGH, assign this to the host onsite to action. Advice the guest that our host will be in contact today or first thing the next day depenting on time.
(supervisors usually work until 5pm after this time we do not have cleaners on site) Host can fix up minor issues.
Make contact with the guest and ask what the issues is so our team can fix it up ASAP.
You will need to load a support ticket and assign to the Cleaning Superhero Supervisor, add as much detail as possible to ensure nothing gets missed.
Advice the guest that we will get the above items fixed up between 2pm-4pm on the same day. If all cleaning superheros have left this falls onto the supervisor to do before going home. Hosr can also fix up minor issues if we have no staff avaliable onsite. Advice the Cleaning Manager of the issue and who cheaned and checked the apartment prior to the guest checking in.
Once you have been adviced by the cleaning supervisor that the apartment is recleaned contact the guest to make sure they are happy with the end result.
CLEANING SUPERHERO SUPERVISOR
If possible get the same Cleaning superhero to fix up the mistakes that the guest has mentioned in the support ticket. You will also need to make sure the apartment is back up to standards and be vigulant for other issues that the guest may have missed although you have already checked it previously.
Clean with the Cleaning Superhero to ensure it is perfect.
Once complete make notes on the support ticket and assign back to the host so they can contact the guest to make sure they are satisfied with the results.
ANY APARTMENT THAT NEEDS RECLEANING DUE TO UNSATISFIED GUEST MAY RESULT IN WARNINGS BEING ISSUED TO THE CLEANING SUPERHERO AND SUPERVISOR FOR NOT MAINTAINING AND PASSING OFF ROOMS BELOW THE STANDARDS.