Post cleaning pictures?

Question

Do you get pictures from your cleaners after every stay?

I currently pay a premium price for my turnovers for a local cleaning company that specializes in STRs. They are there on time reliably, do a good job managing inventory/off site laundry, and generally do a good job cleaning overall. Occasionally I catch some cleanliness issued that I am not satisfied with which I believe is due to variability in attention to detail between people on their crew, or lack of training and familiarity with my property.

I've seen mentions of the value of post cleaning pictures from hosts on other forums. I think this may be a built in functionality of the Turno app, but I don't use Turno and my cleaners don't seem to offer that as part of their standard process. I have had around 100 stays (~35 with the current cleaning company) and no complaints about cleanliness ever, but in the event that there is an issue in the future, I can see how having pictures to confirm or dispute the guests complaints could be of value. On the other hand, I'm not convinced pictures would always capture the details needed to serve this purpose.

Curious to hear the thoughts of the expert hosts and property managers here. Thanks!

Andrew Steffens · Answer

We have a software called EZCare which our cleaners will take post clean pics and it generates a report.  As a PM I can justify the cost of this software, if I was self managing 1-2 units I likely would not.  However, in addition to QC efforts it has saved money, and I will use the following example:

A woman checks in with 2 small dogs claimed and paid for.  Within about 1 hour she complains there is dog poop on the kitchen floor and sends photos.  She asked for a large refund.  We had a checkout clean report showing 1h 12m before she checked in the kitchen flood being spotless, highlighting the area of the floor her pics had poop in.  Airbnb closed the case in our favor.

Michael Baum · Answer

Personally I don't ask for pics unless there is an issue and she sends them to me automatically.

IMHO if you have a good cleaner that you trust, asking for photos is probably superfluous.

Collin Hays · Answer

We do not. I don't think that photos would help us with anything much, other than a 30,000 foot view.

Nathan Gesner · Answer

I don't see the value in taking pictures after every turn. However, I definitely recommend pictures any time a guest left damage or extra cleaning that will result in additional charges. I had a renter that rearranged all the furniture, left everything absolutely filthy, grease spilled all over the counters and oven, food spilled on the floors and table, trash left everywhere, etc. Cleaner took pictures of the condition she found it, then after cleaning. Those pictures protected us when the guest contested the charges.

John Underwood · Answer

No pictures.

One property we spot check because we are only an hour away.

If we find issues or get cleaning complaints they are going to do better or we get a new cleaner.

Mark Miles · Answer

Yes I have all of my cleaning crews send me pictures of the state of the house after every cleaning. It ensures they did a good job and a thorough job, it also provides evidence of the state the house was in when guests arrived in case there are any guest complaints or guest damage. So it serves multiple purposes and I would strongly encourage it

Bryant Xavier · Answer

Grant,

Great question/topic. Fellow STR owner/manager from TX.I do think there is value in having some pre guest documentation in the event that you have a guest come in and make false claims about cleanliness, etc. I have been in this situation before and having documentation to send Airbnb helped win my case. We take pre guest check in videos between every guest. Short 1.5 minute video walk through of all of the rooms, bathrooms, common areas, etc.

What I would do is ask the current cleaning crew/company to send you a quick walkthrough video after they're done cleaning. This is a minimal request (in my opinion, especially if you're paying a premium) and takes no time to do. I would also have them review the video before they start cleaning next time they're there. This is what we do for our clients between each guest. It kills 2 birds with 1 stone in the sense that it offers me evidence that the property is cleaned and everything is in place before guests arrive and watching video after guest departs helps me make sure everything is there, and nothing is missing / damaged from last group. This seems beneficial in your case where you're dealing with various different cleaners cleaning your property throughout the month. Some houses have so many decorations, misc. items around the house it is difficult to notice when things go missing over time.

Hope this helps!

Sarah Kensinger · Answer

Pictures are a life saver if an issue arises at a property! If cleaners don't offer that as part of their service or agree to start, we won't use them. About two weeks ago I was very very thankful we had photos to prove a home was clean! At any time, anything can happen to a host and it's best to be prepared!

Post cleaning pictures?

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