sabrina
TERRIBLE CLEANING COMPANY
TERRIBLE CLEANING COMPANY! I used Cleanster for Airbnb and everytime the cleaned my Airbnb it was left dirty. All of my guest left a one star review for the cleaning and when I communicated this issue with Cleanster I got calls from people who yelled at me, said it was my problem and did not fix the problem. I was once told by the cleaner I needed new linens for the bed. I bought the linens, brought it to them and that same day when I had a check-in, people left my airbnb because the linens were not changed. When I told Cleanster about this issue they just screamed at me on the phone and said I should be grateful for their service. Not professional, poor serivce, and an awful cleaning company
Response from TIDY appAug 3, 2023
Dear Sabrina, We sincerely apologize for any inconvenience caused during our interactions. After reviewing your request, we would like to address the following points: Cleanster had the privilege of working with your mother for three years, assisting her in achieving the super host status. Upon taking over the task for the first five cleanings, your focus shifted towards budget rather than quality. The cleaner assigned to your bookings requested additional time, which was declined on multiple occasions during the initial five cleanings. Our support team reached out to discuss the importance of quarterly deep cleaning, similar to what your mother used to do. Despite our efforts to explain the benefits, you declined the offer. Furthermore, we extended a free deep cleaning service, which you also refused. Throughout our communication, we ensured clarity and transparency, especially considering the longstanding relationship our founders had with your mother. Our support team consistently provided guidance on best practices for hosting on Airbnb, but unfortunately, it seems that our suggestions were not accepted. We understand that you received your first negative review and took to posting about it. Our support team promptly reached out, offering apologies and a free cleaning, which, regrettably, you did not avail. We genuinely hope you will reconsider our offer and give us the opportunity to resolve any outstanding concerns. Thank you for choosing Cleanster, and we hope to work towards a positive resolution together.