Your Airbnb’s success depends on more than just a great location or cozy decor—it’s all about the clean. Seriously. One dusty corner or missed spot, and you’re looking at a bad review or, worse, a refund request. Not exactly what you want.
To keep guests happy and protect your wallet, you need a solid cleaning system that leaves no stone (or cushion) unturned. Here’s your guide to training cleaners to deliver five-star cleans every time, keeping guests smiling and refunds at bay.
Plan Ahead
Start by laying out all essential cleaning tasks, from daily turnover cleans to less frequent deep cleans. Make sure to include protocols for specific tasks like waste disposal, laundry, and staging the space to match listing photos.
Consistency is everything—give your cleaners a routine they can follow every single time.
Pro Tip: Need a little inspiration? Use our Cleaning Requirements Handbook we shared here: Airbnb Cleaning: Your Guide to Maintain 5-Star Standards
Train Thoroughly and Set Clear Expectations
Training isn’t just about telling cleaners what to clean; it’s about showing them how to get it just right. The difference between turnover cleans and deep cleans needs to be super clear, so everyone knows exactly what’s expected.
Key Training Tips:
- Clarify Cleaning Types: Make sure cleaners know that turnover cleans are for quick resets, while deep cleans handle the less obvious spots. Set a specific schedule for deep cleans (monthly or quarterly), so things like ceiling fans, vents, and baseboards stay fresh without needing daily attention.
- Hands-On Training: Work alongside cleaners for the first clean. This lets you show them exactly what you’re looking for. Plus, it gives you a chance to answer questions on the spot and set a high standard from day one.
- Photo Guides: If you’re working with a multilingual team, use google to translate your checklists Bilingual Checklists and photo guides to show the exact layout you want. Photos of each room setup can make all the difference. When they can see exactly how each space should look, you’re one step closer to a picture-perfect clean every time.
- Reporting Issues: Train cleaners to report any issues—damage, smoke odors, missing items—with photos. This way, you can make your refund claim and problems get addressed before the next guests arrive.
- Confirm Fit Early: After a few initial sessions, ask cleaners if they’re comfortable with the role. If not, pay them for training, or part ways and move on without hard feelings. This helps avoid turnover issues later.
Schedule Routine Deep Cleans for High-Risk Areas
Certain areas tend to gather dust, grime, and crumbs over time (looking at you, couch cushions). By setting a deep-cleaning schedule, you keep these spots in check and avoid that “well-loved” look that can turn guests off.
Implement a Regular Deep Clean Schedule: Add a monthly or quarterly deep clean rotation to cover areas that don’t need daily attention. By tackling these regularly, you’re staying ahead of potential complaints.
Checklist for Commonly Missed Areas:
- Stove grates and grease traps
- Drawer below the oven
- Toaster crumb tray
- Inside the kitchen cabinets and drawers
- Air vents and HVAC filters
- Ceiling fan blades
- Beneath couch cushions, beds, and sofas
- Baseboards and corners in high-traffic spots
With a checklist just for deep cleans, your property stays fresh and complaint-free.
Be Proactive with High-Visibility Areas
Some areas just scream “Look at me!” to guests. Keeping these spots spotless can stop complaints in their tracks. Give the High-traffic areas a little extra TLC on each turnover clean.
Pro Tip: Create a mini checklist specifically for these high-risk areas. This way, cleaners don’t miss a spot, and you avoid those “It wasn’t as clean as I expected” reviews.
Make sure cleaners prioritize the spots that guests are likely to look first. These areas should look pristine, without any dust, grime, or smudges in sight:
- Kitchen Drawers and Cabinets: Guests love to check inside drawers and cabinets, and even a stray plastic spoon or packet can give a bad impression. Make sure these areas stay decluttered and clean.
- Interior Windows and High-Rise Views: Dirty windows are an instant downer. For properties with big windows, keep them smudge-free to maintain those perfect views.
- Under Furniture and Upholstery: Don’t forget under cushions and beds. These areas attract crumbs, dust, and all sorts of mystery debris. Adding them to your regular checklist keeps the place looking spotless.
- Baseboards and Bathroom Detailing: Dust and grime can build up on baseboards fast, especially in bathrooms. Keep an eye on these areas to avoid any surprises for guests.
Document Every Clean to Minimize Refund Requests
One of the smartest moves you can make? Documenting each clean. Having a “before” snapshot of the property right after each clean gives you proof if a guest claims something was missed. It’s like insurance for your five-star rating.
Pro Tip: Train cleaners to take quick photos or a video of high-traffic areas, like the kitchen, bathroom, and entryway, right after they’re done. You want time stamped documentation after each clean as your backup if a guest claims the place wasn’t clean, or if a guest damages anything. Set up a system for easy photo uploads.
Whether it’s a shared drive or an app, having these photos organized saves you time if a refund request pops up.
Also, proactively communicate with guests. Leave a welcome note or message letting guests know you take cleanliness seriously. Encourage them to let you know right away if they spot anything off. This gives you a chance to fix issues fast and avoid post-stay complaints.
Communicate Clearly and Give Constructive Feedback
To keep cleaners motivated and standards high, feedback needs to be direct but encouraging. Focus on specific improvements and be clear about what you need. It goes a long way in keeping quality consistent.
- Provide Clear, Respectful Feedback: If there’s a slip in quality, give specific feedback. Instead of “The bathroom could be cleaner,” say, “Let’s make sure the baseboards get wiped down.” Specifics make it easier for cleaners to fix the issue without feeling criticized.
- Frame feedback as Process Improvements: Instead of making it about mistakes, frame feedback as adjustments to the cleaning process. If a cleaner feels overwhelmed, consider adding another team member on peak days or adjusting their task load.
- Use Training Videos: There’s a YouTube video for everything, including cleaning hacks. Share hospitality industry videos that demonstrate specialized techniques, like removing stubborn stains or dusting hard-to-reach spots. These visual aids make it easier for cleaners to maintain that five-star shine.
Pro Tip: Review and update your cleaning checklist regularly. If guests have consistent feedback or if new issues arise, keep your checklist fresh. This gives cleaners clear guidance and helps maintain your property’s standards.
Conclusion
The key to a spotless, complaint-free Airbnb? Strong training, clear systems, and a bit of extra care. When your cleaners know exactly what to do—and you have the right steps in place to keep them on track—you’re setting yourself up for success.
With these strategies, you’ll reduce refund requests, boost guest satisfaction, and turn your Airbnb into a reliable five-star experience. Plus, a well-trained cleaning team isn’t just good for reviews; it makes life easier, letting you focus on growing your business and welcoming happy guests.
