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Cleaner Requests/Reports Process

Overview: 
Cleaning Companies can contact Whizz with a variety of requests, some of these can include:
Cleaner requesting more time or money to complete the booking, extra cleaning tasks added to a booking (that require an extra fee to be approved by the PMG) and other requests.
Cleaning companies may also contact Whizz with reports on the property and some maintenance that is required.

Process:
The most common scenario and process is the Cleaning Company contacting Whizz to request extra time and for their cleaning fee to be increased due to the property being extra dirty or requiring extra cleaning tasks outside of the standard scope of works. Whizz cannot increase the cleaning fee on the User Cost on a booking unless this is approved by the PMG. There may be cases where we increase the cleaning fee only but this is to be approved by the Operations Team Lead.

Steps: 

  • Request that the Cleaning Company send photos and a description of the request via SMS or Email to Whizz STR Support and the cleaner is required to wait for approval before proceeding. 
  • Whizz is to review the request and photos and if this request is valid - escalate to the Team Leader if required. 
  • If deemed a valid request, Whizz contacts the PMG via Zendesk email - Macro can be found within Zendesk. 
  • Whizz contacts the PMG via Phone to confirm receipt of email and request for approval. 
  • If the PMG agrees to this request, ask that they reply to the email and make a note (with the link to the ZD email) within the booking notes in the Admin Panel stating who gave the approval. 
  • Whizz contacts the Cleaning Company via phone to confirm or deny the request. 

If the PMG doesn’t agree, this can also be escalated to the Team Lead/Manager for further discussions with the PMG/Cleaner. 

All damage or maintenance reported by the Cleaning Company should be reported in the cleaner App by the cleaner which is then automatically emailed directly to the PMG via the system.
Scenarios in which we should send an email via Zendesk to the PMG regarding damage would be

  • if the cleaner has not used the App to report damage or 
  • if the damage is so severe that they cannot clean the property. 

If the damage to the property will prevent the next guest from being able to check into the property, this should be immediately escalated to the Operations Team Leader.

KPI: 
All requests are responded to within 30mins

Support:
Operations Team Leader, if unavailable Head of Supply