Frequently asked questions
WHEN WILL MY MAID ARRIVE?
We ask all clients for a 1-hour arrival window. This ensures a buffer between appointments.
Since we always guarantee never to leave your home until everything is complete and finished up to our high standards, sometimes earlier appointments will have us running late.
DO I HAVE TO CONTACT YOU EACH TIME?
After you set up recurring service, we’ll be there like clockwork on the date and time you choose. Of course you'll also get the same cleaner every time if you so desire. You will also receive automated email reminders and text, 1 day before your next cleaning appointment.
CAN YOU BE MORE SPECIFIC OF YOUR SERVICE AREA?
Yes! for sure:
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Horizon West
Winter Garden
Windermere
Pretty much most of Orange Counties.
HOW DO I PAY FOR MY SERVICE?
You can pay at your home with cash or check, you can pay by credit/debit card by phone or online (invoice sent by email). If you pay with check, please make it out to Horizon West Cleaning Services, if you pay by cash, please make sure to leave cash with paper towes and garbage bags or handle it to a crew member, as they are not allowed to take cash from anywhere else.
WHAT IS THE SIZE OF HORIZON WEST' CREW?
At least two members.
WHAT IS INCLUDED IN A STANDARD CLEANING?
Standard cleaning takes into account everything that involves cleaning a home or apartment. Cleaning/vacuuming floors, cleaning bathrooms, kitchen, living room, dusting, etc. We do offer extra services like cleaning inside the fridge and inside the oven, and those are serviced upon request.
Our detailed checklist can be found here:
ARE YOU PET FRIENDLY?
We love pets. Our cleaners work around them all the time and we never have any issues. The loud noise of the vacuum does occasionally cause a scare and in cases like that we're always happy to accommodate special arrangements.
To ensure the best service please try and keep pets out of your cleaner's way so that they can give their complete focus and attention to the cleaning task at hand.
WHAT ABOUT TIPS?
Your Sensational Crew will never expect gratuities but will happily accept cash tips or add online or by card if you're paying by card as an indication of a job well done.
DO YOU BRING YOUR OWN CLEANING SUPPLIES, PRODUCTS AND EQUIPMENT?
Yes we do, we only ask for paper towles and garbage bags, however we want to make sure to clean your home to your satisfaction, so we will happily oblige requests to use personal cleaning items.
CAN I REQUEST SPECIAL TASKS OR EXTRAS?
Your satisfaction is of utmost importance to us. Please let us know by email or phone and we will do our best to make it happen
HOW DO I PREPARE FOR THE CLEANING?
First, please inform us of all your wants and needs. Please also leave instructions regarding pets, keys, alarms, or any other specific issues related to your home on your first appoitment. We also send an e-mail before your initial cleaning. It is also appreciated if you would pick up toys, clothes, or other household items.
CAN I TRUST MY CLEANING PROFESSIONAL?
All of our employees have undergone a background check, in addition to an in-person interview. Before starting to work they passed through a professional cleaning exam and they must maintain high ratings to continue cleaning for our clients.
SATISFACTION GUARANTEE
If you are for any reason dissatisfied with our service, contact us in 24 hours and we would be happy to come back and re-clean the missed areas. Please note that we never offer refunds, because doing so completely neglects the root issue. By offering to come back to re-clean for FREE, we can make sure that the concerns are properly addressed.
WHAT HAPPENS IF SOMETHING GOES WRONG DURING MY APPOINTMENT?
If something goes wrong we’re here to make it right. Please let us know right away and we’ll be there to take care of it. That’s our promise to you!
SHOULD I BE HOME DURING MY CLEANING APPOINTMENT?
You can if you would like, but it isn't required. In fact, about half of our clients elect not to be home while we clean.
To ensure your satisfaction, we do ask that you leave detailed instructions when booking the initial cleaning.
We do also offer a working-hour-window from 8:30am to 4:30pm for clients that choose not to be present during the cleaning service. When you return from the office, you can be assured your home will be sparkly clean - almost like magic!
DON'T NEED BATHROONS, BEDROONS OR ANY OTHER AREA CLEANED?
We can work with that. Simply let us know in advance or tell your crew when they arrive. Quick tip, leave a note on the doors of the roons you would like us to skip.
HOW DO I CANCEL OR RESCHEDULE?
You can cancel or reschedule by reaching out to us over the phone, email, or text.
ARE THERE LATE CANCELLATION FEES?
For now it is completed free, we know life gets complicated onces in awhile. If you need to cancel, we would appriciated if you contact us within 48 hours of your appointment, as we would have otherwise to obtain a job to fill that time slot. But, if you can't, don't worry, let us know as soon as you able to.
DO YOU DO POST-CONSTRUCTION CLEANING, POST-RENOVATIONS, MOVE-IN OR MOVE-OUT CLEANING SERVICES?
Absolute, for this type of jobs we charge by the hour (Crew Hour). We have an hourly rate of $85.00 for crew hour (2 person crew), however we have a minimum of $100 for one hour charge for this type.
Give us a call for more details.
