Frequently asked questions
Must I be at home when you clean my house?
It’s TOTALLY your choice. Most of our customers provide us with a key because most are not home when we clean. Others leave us a key in a safe place each visit. For those who don’t provide us with a key, you will need to leave your leasing office permission for Totally Tidy Maid Service to be released a key to clean your home. *Due to extended wait times for keys, some customers will be charged an additional $5 fee if housekeepers need to gain access through their lobby*
How do you protect my keys?
Your key is secured in a locked key storage device to which only the Totally Tidy supervisors have access. The key is issued to the team leader on the day of the cleaning and then returned back to the supervisor to get stored back in the lock box.
Do I need to do anything before the cleaning?
In order to provide you with the best service, we ask that you always pick up & put away any items such as shoes, clothing/laundry, toys, rugs, and other misc items prior to us arriving. Also, please be sure to empty your dishwasher and leave clean sheets at the foot of the bed if you would like them changed.
I’m new to maid service. Is there anything I should know in advance?
There is! Like most cleaning companies, we don’t unload dishwashers or hand wash dishes. We only load the dishwasher and start it so please be sure to unload it before we arrive. Also, if you want your sheets changes, you simply leave clean sheets sitting at the foot of your bed. If not, the maids understand that you want the bed to be made with the sheets that are already on there. Be sure to allow us to know of any cleaning chemicals that you are using on your floors/counters so that we use compatible chemicals when clean your home. Any items outside of our regular cleaning are considered custom clean items and will need added on at an additional charge.
Are your maids checked for a criminal history before becoming a maid for your cleaning service?
Totally Tidy is insured and all of our maids go through a thorough background check prior to becoming a part of our team.
Is your company insured?
Yes we are insured so you have the comfort of knowing that you are protected against loss and/or breakage that may occur while we clean your home. We treat your home with the greatest care however should accidental breakage or damage occur, please notify us immediately in order to repair or replace the item as needed. * Please understand that we cannot be responsible for damage resulting from loose table legs, pictures or shelves improperly secured to walls or normal wear and tear.
What if I would like something cleaned that is not part of your regular home cleaning checklist?
Totally Tidy Maids offers a wide variety of additional home services and special projects that can be tailored to your exact needs. Contact our office for more information about specific projects and guidelines and we will be more than happy to discuss the details with you.
Do I need to provide my own house cleaning products?
Totally Tidy Maids will always be prepared to clean your home with our own supplies. We do ask to use your vacuum if you have one. If not, don’t worry, we do! If in any case you have preferable cleaning products just direct us to them with specific instructions.
What do I need to do with my pets?
Our furry friends will need to be secured while we clean.
Do you charge a lock-out or cancellation fee?
Yes, if we arrive at your home but don’t have access or are turned away, you will be charged a $40-$80 turn-away fee for loss of time, gas, income, and mileage. We don’t want this to happen just as much as you, so please email or call 24 hours in advance if you need to cancel or reschedule. We send you a courtesy email reminder the day prior to each service to help prevent you from forgetting if you need to cancel or reschedule service.
How do I pay for your cleaning services?
Payment is due the day of service. You may pay by cash, check, or PayPal on our site. All payments should be left on your dining table in a sealed envelope, addressed to Totally Tidy Maid Service. It is important to remember that if payment is not left, we will not be able to clean your home. *If you choose to use PayPal, please remember that the customer is responsible including the PayPal fee to their payment.
What are your house cleaning rates?
Fees are based on the frequency of cleaning, condition and size of the home. It is best to either fill out our online estimate form or contact our local office and speak to one of our friendly representatives for a free estimate. We will walk you through our cleaning processes and provide you with any details that you need.
Is your house cleaning work guaranteed?
All of our work has 100% Satisfaction Guarantee. We even send you a satisfaction survey with each service. If you’re unhappy with any area we’ve cleaned, just call within 24 hours and we’ll come back and re-clean it free of charge.
What about tipping?
It’s TOTALLY your choice. Tips are not expected but are always appreciated.
If you do choose to do so remember that our team is never allowed to take cash from anyone or anywhere , so tips should be left in a labeled envelope specifying that it is a tip in order for the maids to take it.
What if I need to leave specific cleaning instructions?
Not a problem. Please email or call in your requests so that we can document your file with any special requests.