Building a Reliable Cleaning Team for Your STR

In the short-term rental business, cleanliness is not just important - it is everything. A single negative review mentioning dirty sheets or an unclean bathroom can tank your listing's visibility and cost you thousands in lost bookings. Yet many STR owners struggle to find reliable cleaning help, cycling through cleaners who cancel at the last minute, cut corners, or simply disappear.

Building a dependable cleaning team requires more than posting a job ad and hoping for the best. It demands a systematic approach to hiring, training, and retaining quality cleaners who treat your property with the same care you do. This guide walks you through creating a cleaning operation that runs smoothly, even when you are not watching. For detailed turnover procedures and checklists, see our STR Cleaning and Turnover Guide.

Individual Cleaners vs. Cleaning Services

Before you start recruiting, you need to decide which model works best for your situation. Both approaches have distinct advantages and drawbacks.

Hiring Individual Cleaners

Working directly with independent cleaners gives you more control and often costs less per cleaning.

• Lower per-clean costs: You typically pay $25-40 per hour directly to cleaners rather than $40-60+ through services
• Consistent quality: The same person cleans every time, learning your property's specifics
• Direct relationship: Easier communication and accountability
• Flexibility: Can negotiate rates and accommodate special requests

However, individual cleaners come with management responsibilities:

• No backup: When they are sick or on vacation, you scramble
• Tax implications: May need to issue 1099s if paying over $600 annually
• Insurance concerns: They may not carry liability insurance
• More management: You handle scheduling, supplies, and issues directly

Professional Cleaning Services

Cleaning companies offer convenience and reliability at a premium price.

• Built-in backup: If one cleaner is unavailable, the company sends another
• Insurance coverage: Professional services carry liability insurance
• Less management: They handle scheduling, supplies, and staff issues
• Scalability: Easy to expand if you add properties

The downsides of cleaning services include:

• Higher costs: Often 30-50% more than individual cleaners
• Inconsistent personnel: Different cleaners each time means variable quality
• Less personal investment: Employees may not care as much as independent cleaners building their reputation
• Scheduling constraints: May not accommodate last-minute turnovers

Finding and Vetting Cleaners

Where to Find Candidates

Cast a wide net when searching for cleaners. Different channels attract different types of candidates.

• STR host groups: Local Facebook groups and host meetups often have cleaner recommendations
• Nextdoor and neighborhood apps: Find local cleaners with community reputation
• Care.com and TaskRabbit: Pre-vetted candidates with reviews
• Cleaning-specific platforms: TurnoverBnB, Properly, and similar STR-focused services
• Word of mouth: Ask your real estate agent, property manager, or other local hosts
• Craigslist and Indeed: Larger candidate pool but requires more vetting

The Interview Process

Never hire a cleaner without an in-person (or video) interview. Use this time to assess both skills and reliability.

Questions to ask:

• "Tell me about your experience cleaning short-term rentals specifically."
• "How do you handle same-day turnover requests?"
• "What is your availability? Can you commit to specific days and times?"
• "Do you have backup help if you are ever unavailable?"
• "How do you handle situations where a guest has left the property in bad condition?"
• "Are you comfortable with detailed checklists and photo documentation?"
• "What cleaning products do you prefer to use?"

Paid Trial Cleaning

Always conduct a paid trial before committing. Have the candidate clean your property while you observe (or at least inspect immediately after). Look for:

• Attention to detail in often-missed areas (baseboards, light switches, under furniture)
• Efficient use of time without rushing
• Proper technique with different surfaces and materials
• How they handle your specific property's quirks
• Communication about any issues they notice

Background and Reference Checks

Protect yourself and your guests by verifying your cleaner's background:

• References: Call at least two previous clients and ask specific questions about reliability and quality
• Background check: Services like Checkr or GoodHire offer affordable screening
• Insurance verification: If they claim to be insured, ask for certificate of insurance
• Identity verification: Confirm they are who they say they are

Creating Effective Cleaning Checklists

A detailed checklist is non-negotiable. It ensures consistency, provides documentation, and gives cleaners clear expectations.

Room-by-Room Approach

Break your checklist into sections for each room or area. This makes it easier to follow and verify.

Photo Documentation

Require cleaners to take photos after each cleaning. This protects both of you and helps maintain standards.

• Standard photos of each room from specific angles
• Close-ups of commonly missed areas
• Photos of any damage or issues discovered
• Timestamp and location data for verification

Restocking Checklist

Include inventory checks to ensure supplies are replenished:

• Toilet paper (specify minimum rolls per bathroom)
• Paper towels
• Dish soap and dishwasher pods
• Hand soap at each sink
• Coffee, tea, and basic amenities
• Shampoo, conditioner, and body wash
• Fresh welcome treats if applicable

Quality Control Systems

Random Inspections

Periodic unannounced inspections keep standards high. Consider:

• Checking the property yourself after every 5-10 cleanings
• Using a property management app with inspection features
• Hiring a third-party inspection service for objectivity
• Having a trusted neighbor do occasional walk-throughs

Guest Feedback Integration

Pay attention to cleanliness mentions in reviews and guest messages:

• Track any negative cleanliness comments
• Follow up on specific complaints with your cleaner
• Share positive feedback to reinforce good work
• Look for patterns that might indicate declining standards

Using Technology

Several tools can help you manage cleaning operations:

• TurnoverBnB: Automates scheduling and connects with booking calendars
• Properly: Digital checklists with photo verification
• Breezeway: Property operations platform with cleaning management
• Your PMS: Many property management systems include cleaning coordination features

Building Backup Plans

Your primary cleaner will eventually be unavailable. Having backups prevents panic and guest disappointment.

The Backup Cleaner Network

• Secondary cleaner: Someone who knows your property and can fill in
• Cleaning service relationship: A company that can handle emergencies
• Fellow host network: Trade backup cleaner contacts with other local hosts
• Emergency self-clean plan: Know how to do it yourself if absolutely necessary

Training Your Backups

Do not wait for an emergency to introduce backup cleaners to your property:

• Have them shadow your primary cleaner at least once
• Provide the same detailed checklists and training
• Do a trial cleaning before you actually need them
• Keep their contact information and availability current

Fair Compensation and Retention

Understanding Market Rates

Cleaning rates vary significantly by location, property size, and service level:

• Per-hour rates: Typically $25-50 depending on market
• Flat rate per turnover: Often $75-200+ based on property size
• Premium rates: Same-day, holiday, or post-party cleanings warrant higher pay

Beyond Base Pay

Compensation is more than just the cleaning fee. Consider:

• Consistent work: Regular bookings mean reliable income
• Prompt payment: Pay within 24-48 hours of completed cleaning
• Supply reimbursement: Cover or provide all cleaning supplies
• Bonuses: Holiday bonuses or performance incentives
• Tips: Allow guests to tip cleaners or add gratuity yourself

Why Good Cleaners Leave

Understand the common reasons cleaners quit to prevent losing good ones:

• Inconsistent or unreliable scheduling
• Below-market pay with no raises
• Unreasonable time expectations
• Poor communication from hosts
• Being blamed for guest-caused issues
• No appreciation for good work

Building Long-Term Relationships

Communication Best Practices

• Clear expectations: Written agreements on pay, scheduling, and standards
• Advance notice: Share your booking calendar so they can plan
• Responsive communication: Answer questions promptly
• Constructive feedback: Address issues professionally and privately
• Regular check-ins: Touch base monthly even when things are going well

Respecting Their Time

• Give adequate time between checkout and check-in (minimum 4 hours for standard cleans)
• Warn them about difficult turnovers (large groups, pets, etc.)
• Do not ask them to wait around for late checkouts without compensation
• Respect their days off and vacation time

Making Them Part of Your Team

Great cleaners become invested in your success when you treat them as partners:

• Share positive guest feedback that mentions cleanliness
• Ask for their input on supplies and procedures
• Include them in decisions that affect their work
• Recognize milestones like work anniversaries
• Provide growth opportunities if you expand

When Things Go Wrong

Addressing Quality Issues

Even great cleaners have off days. Handle issues constructively:

1. Document the specific problem with photos
2. Reach out promptly but calmly
3. Focus on the issue, not the person
4. Ask what happened and listen to their explanation
5. Agree on how to prevent recurrence
6. Follow up to ensure improvement

When to Part Ways

Sometimes the relationship is not working. Consider making a change when:

• Quality issues persist despite clear feedback
• Reliability becomes a consistent problem
• Communication breaks down
• Trust is damaged
• The cost of managing them exceeds the benefit

Ending Professional Relationships

If you need to let a cleaner go:

• Be direct but professional about the reasons
• Give appropriate notice unless there are serious issues
• Pay everything owed promptly
• Retrieve any property keys or access codes
• Maintain confidentiality about the separation

Scaling Your Cleaning Operations

As you add properties, your cleaning needs become more complex:

• Multiple cleaners: Different properties may warrant different cleaners
• Coordination systems: Software becomes essential for scheduling
• Standardization: Consistent procedures across all properties
• Quality oversight: Systems to maintain standards at scale
• Supply management: Centralized purchasing and inventory