FREQUENTALLY ASKED QUESTIONS
ABOUT CLEANING
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Q. How do I cancel or reschedule my appointment?
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Q. What is included in your cleaning services?
Please review our cleaning checklists here.
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Q. What time should I expect the maid service to arrive?
We typically work from Monday to Friday (8:00 a.m. to 5:00 p.m.). While we do not give a specific time
that we will arrive, we try to respect your requested times as much as possible. Same Day Service and
Saturday Service are available to our customers upon request and at a premium rate.
Q. Should I do anything prior to my scheduled cleaning service?
While it is not necessary for you to do anything prior to your appointment, you can ensure the best
results possible by gathering up stray household items, toys and clothing. By doing so, our team can
concentrate on actual cleaning rather than picking up.
Q. Must I be at home when your team arrives?
It is up to you whether you are home when we arrive, but it is not necessary for you to there.
Some customers give our staff a key, which is secured in our offices when not being used.
An option we do not endorse is leaving a key hidden outside your home for our staff.
Please remember to disarm your alarm system when we are scheduled to be in your home.
Q. How long will it take your team to completely clean my home?
3 bedroom / 2 bathroom home typically takes from 1 ½ hours to 3 hours to be cleaned.
Condition and size of the home dictate actual time.
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Q. What will your team not clean?
For sanitary reasons, our teams of maids have been instructed to not clean urine, pet or human feces, vomit, or blood.
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Q. How can I give your team specific instructions?
All specific instructions should be relayed through our Customer Service Department.
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Q. Do you provide supplies and equipment or do I?
If you prefer we can use your supplies, but typically we provide our own supplies and equipment. If you would rather provide your own items, we use: paper towels, sponges, microfiber mops and towels, brooms, vacuum cleaner and trash bags. Products we use are pictured below. For those who prefer our Green Cleaning option, we use the Clorox Green Works line.
ABOUT SAFETY
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Q. Is ROSA RIOS CLEANING insured and bonded?
We take great pride in ensuring that our clients and their homes are completely protected through
professional insurance and bonding. Even though we are very careful in your home, rarely accidents
can occur. If this is the case, we will do everything to set things right. Insurance claims can be filed
when necessary.
Q. What are your safety procedures with my keys?
We use a locked box for security and keys are always identified by a number only. The Branch
Manager is the only employee authorized to open the box. Your key is given to your maid on the
scheduled cleaning day and will be returned to the security box when your maid turns it in at the end of her shift.
Q. Will the same maids clean my house each time?
We strive to send the same employees to your home each time you schedule cleaning time with us. However, on occasion, we may need to dispatch a different team when problems with weather, holidays, sickness, scheduling conflicts and accidents occur.
ABOUT WARRANTY, CONTRACT AND PAYMENT
Q. Is your maid service guaranteed?
Rosa Rios has the very best guarantee you can find in home cleaning. Our unprecedented offer
includes 24 Hours for you to contact us if you are not 100% happy with our level of service. We will
re-clean your home to your satisfaction. We give you the the peace of mind you are looking for when
you hire a maid service to take care of your home.
Q. Do I need to sign a contract?
We do not require contracts, but we offer quantity discounts if you are a regular customer. If at some
point you need to suspend services, just email or call us. You will not incur additional fees unless you
cancel prior to your third cleaning. Quantity discounts apply when you get 3 or more consecutive cleanings.
Cancelling prior to this point will mean a $50 fee is charged to negate the unearned discount.
Q. What types of payment do you accept?
We will send you an invoice. You can pay your invoice with your credit card.
We also accept the following Bank Cards and Credit Cards: VISA, MasterCard, and Discover. We also take Apple Pay, Zelle Pay, Venmo, CashApp, Cash and Checks. We do not accept PayPal. Your payment is due in full on the day of service.
MISCELLANEOUS SITUATIONS
Q. If my house is under construction or has been recently remodeled or repaired, which service should I request?
Our Account Manager should be advised of any repairs or renovations going on or recently completed
in your home, so a Deep Cleaning or Custom Cleaning can be scheduled. This will ensure your home
gets as clean as it should be.
Q. What do I do with pets when the cleaning day arrives?
Pet lovers have a hard time finding the right cleaning firm, because some companies have strict policies
in place regarding pets. We are committed to being a pet-friendly company.
Our only request is that your furry friends are contained in an area safe for them.
Q. What will happen if utilities are shut off when the maid service arrives?
This is unfortunately a common occurrence with Move In / Move Out services and results in a $50 fee charged for the time and travel of our team if they arrive and utilities are shut off. For our team to provide cleaning services, utilities must be on. Rescheduling fees may also apply.
Q. What will happen if your team arrives and I have not completely moved out?
An ideal Move Out cleaning occurs when the home is vacant. If you are still moving and our team must work around you, you will be charged an additional $50 fee. You service will not qualify for our 100% Customer Satisfaction Guarantee when this occurs, due to the constraints posed. For the best results possible, please take care to schedule your move-out cleaning after you have actually moved.
Q. What will happen if my regular cleaning day is a major holiday?
We strive to ensure that scheduled cleanings do not fall on major holidays. If yours is scheduled to occur then, an Account Manager will contact you ahead of time to reschedule.
