+ HOW ARE YOU DIFFERENT FROM THE OTHER COMPANIES?
We care more and try harder. Our company is built around the principles of caring for our staff and caring for our clients. Sometimes it is difficult and expensive to keep our commitment to our values, but we do it 100% of the time. Every decision we make - from the very trivial one about wording in our e-mail signature, to the major ones like insurance coverage or personnel issues - is based on our values. This results in our ability to develop and keep great relationships with our employees and our clients for years and a better experience for both.
+ HOW DO YOUR PRICES COMPARE TO THOSE OF OTHER COMPANIES?
Based on our research, we are not the least expensive (albeit not the most either) company in town, but we offer the best value. We spend on average 40 to 50% more time on each property and, therefore, are able to achieve a better result for our clients. If you would like to have a seamless, professional, and pleasant experience with the team you can trust, Superb Maids is your company. Especially if you are entrusting your parents' home or your vacation property or need a very detailed and high quality cleaning.
+ What is your cancellation policy?
A $50 cancellation fee to appointments not canceled by 3PM EST the day before the appointment, unless that clean is a specialty clean. For specialty cleans (including but not limited to post-construction/post-renovation cleans), a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments not canceled by 3PM EST the day before the appointment.
+ DO YOU HAVE MILITARY, SENIOR, OR OTHER DISCOUNTS?
We do occasionally offer discounts. However, our prices are largely based on the man-hours required to clean your home. To establish and maintain a lasting relationship, we need to make sure that we are able to spend sufficient time at your home and that's very difficult to do on a restricted budget. No one is happy when the pay is low and the quality is poor, so we are aiming for a good work and a good pay. Having said that, if you are in dire need of cleaning, have compelling circumstances, and absolutely cannot afford us, please reach out to us and communicate. We frequently clean homes for free for people who lost the loved ones, are undergoing traumatic life change, or medical challenges. We are able to do it by charging full prices to the rest of our clients.
+ DO YOU OFFER SPECIAL RATES OR SERVICES FOR VACATION RENTAL OWNERS?
Yes, we do! We service many vacation rentals listed on AirBnB and VRBO. Please email us or call for more information firstname.lastname@example.org
+ WILL I ALWAYS GET THE SAME PERSON/TEAM?
We try our best but we can't guarantee it.
Assigning team members to house cleaning appointments is a complicated dance as we have 10+ team members servicing hundreds clients (new and recurring), all spread out across NYC. Each maid has specific attributes and own "super powers" for different types of house cleaning and different types of homes. Each client also has a busy life with family events, health issues, or vacations influencing their availability.
Our main goal is to make you happy. And we do realize the best way to do it is to send you the team that had already succeeded in that. It's also the easiest thing for company and the preferred option for the maids themselves. However, sometimes it's nearly impossible to do because of the above-mentioned factors.
It is possible to always have your favorite team, if you:
are very flexible on your cleaning times, inform us how important it is for you to have your team, treat your team with kindness and respect. We have several clients enjoying this happy arrangement. Even without any special arrangements, most clients get their regular team 80% of the time. For the other 20%, all of our maids are fantastic. You may discover - as many of our clients do - you love the new house cleaning team even more than your prior team! Also, we back our work with a 100% satisfaction guarantee. If you tried another team and didn't like it, we will address any issues and/ or issue a refund.
+ CAN YOU TELL ME MORE ABOUT YOUR HEAVY-DUTY CLEANING?
Normally, we prefer and our clients enjoy our flat rates that provide predictability. But, in some cases, the condition of the home is outside of the anticipated range, and special rules apply. We try to keep everything fair and provide a good value to our clients.
1) What conditions are we talking about? A home that hasn't been cleaned thoroughly for several months or years, especially when there are multiple residents and pets. And the home that has several of these factors: many surfaces covered in clutter, spoiled food, mold, grease on the walls, fur covering the walls and appliances, disconnected water or electricity, animal waste indoors, strong odor of animals or cigarettes.
2) What happens if your home falls into this category? If our crew determines upon arrival that your home is a bit outside of anticipated range, you have 2 options:
a) We spend the anticipated amount of time (or somewhat more) than a regular home would take, and "do what we can." Generally it's 4 hours of work by 2 or 3 service providers. You can prioritize what's most important for you (e.g. kitchen and bathrooms). We won't be able to meet all of the items on our checklist for deep cleaning (e.g. window tracks, cabinets, lighting fixtures), but most clients are very happy with the results.
b) Alternatively, you can select our deep clean option. When you do it before the job, we will be better prepared to tackle the scope of work and send maids with modified equipment and supplies, larger group of people and for longer amount of time. It costs extra, but your home will be in a drastically different condition after we're done. If you haven't selected it ahead of time, we will offer it as an option if we can accommodate it. E.g. canceling or moving your crew's subsequent booking, sending more maids and equipment, etc. Most of the time we can pull it off.
+ HOW MANY MAIDS DO YOU SEND?
We send the sufficient number of staff to complete the job approximately in half a day. If it's a standard service for 2-bedroom apartment, one or two maids maybe sufficient. If it's a 5,000 square foot mansion requiring a move-in service, we will send 4-6 people.
+ DO WE HAVE TO BE HOME FOR CLEANING?
No. Just leave a key for us and let us know how to access your place. We will clean and lock the door after ourselves.
+ WHAT ABOUT THE SUPPLIES?
We are constantly researching to use the most effective and the greenest possible solutions. We bring all of our own supplies for the home cleaning service, including Method, Barkeeper's Friend, steam, etc. But, sometimes eco-stuff is not strong enough to remove the discolorations or bad cases of mold. We will give you the option of using something stronger, e.g. to white out the bottom of the shower stall v. simply cleaning and disinfecting it with green solutions. Even non-green supplies we offer are non-toxic and are manufactured by mainstream brands. But if you have a specific solution or tool you'd like us to use, your wish is our command! We use and provide environmentally friendly supplies and nearly all equipment required for cleaning your apartment, with a few exceptions.
We do not provide:
Vacuum; Conventional mop and bucket; Step stool; Toilet brush; or Specialty products, including, but not limited to: Heavy-duty bathroom cleaner; Wood cleaner; Bleach; or Stainless steel cleaner. We are happy to use these items, if provided by you, and left out in clear view for our cleaning staff and accompanied by directions on their use.
What if I do not have vacuum or mop & bucket?? Our cleaners bring a travel wet/dry mop that will be used on non-carpeted areas. If you do not have a vacuum, the cleaner will not be able to properly clean any carpeted areas.
+ SO... HOW DOES YOUR ORDERING WORK?
It's very simple! Just fill out the booking form here.
Within one hour or less, an absolutely delightful staff member will e-mail you and confirm your appointment, as well as clarifying any special details, such as house size, special requests, etc. Then we show up and make your house sing. It's really that easy.
+ WHAT TIME SHOULD I CHOOSE FOR CLEANING?
Choose whatever time works best for you. We will contact you in a few hours during our business hours to confirm your appointment and discuss any special requests or details. We will bend over backwards to make sure the appointment time for your home cleaning service is perfect for your schedule.
+ HOW LONG DOES IT TAKE TO CLEAN MY HOME?
Service time may vary. The first time takes longer as we learn what works best for your home and where everything is located. Each subsequent time is faster.
Also, it depends on what condition is your home is in. Some people keep operating-room conditions at the home and just require a touch up or additional services. Others have three teenagers, a dog, and two jobs. We don't judge you when we find an old slice of pizza stuck behind the dresser. We're here to help. But it may take us a little longer to bring your home into the tip top shape.
Generally, it will take between one to three hours for a smaller home cleaning service and two to four hours for a larger home cleaning service. No worries, though, we charge a flat rate, so there is no additional charge even if it takes longer!