Excessive Cleaning Fees

[Johnny Duray]

How does everyone on here handle the situation when their cleaner calls them and say the following....“Your guests trashed the place. No damage, but trash everywhere and just left in a disgusting mess. Took us twice as long to clean as normal.”

They didn’t call to say “Pay us more money”, but said “We wanted to know what your policy was on this since it was excessive in case you need to hold back a deposit or anything.” 

This is the first time they’ve called me saying this. They have been tremendous cleaners so far. They sent me pics...it was dirty (sand and Cheerios on the floor, excessive trash piled up near the trash bin, random cups left lying around the bedroom) but it wasn’t as bad as I thought it would be.

What is everyone’s policy? Do you pay them a little more, try to hold back some of the deposit, tell them to suck it up, etc. 

I’m torn...I want to keep my cleaners happy, but I don’t want to set a precedent...especially since this is such a subjective thing.

Again, I want to emphasize that she has been awesome so far as a cleaner...always on time, I constantly get reviews on how clean the place is, etc.