problems with cleaning service

[Jill1084]

I have a busy vacation rental in Whistler, BC. Cleaning companies  are expensive and hard to find and generally don't provide great services - they tend to be young ski bums... Having said that, I have used the same company for the past 2 years who are at least reliable. They don't do a super job, but they show up at least and I have had very few guest complaints.

I recently upgraded my washer and dryer to a full size set - used to have an old apartment sized set. They used to take some of my laundry out because they couldn't get it all done in time if it was a same day check out/check in. Now they can, and I'm still finding other people's linens/towels mixed in with my things. I am also able to track the cycles on an app and they are doing 5 loads of laundry each clean (when I clean the unit myself it is 2-3 loads max). I am very suspicious that they are using my place as their laundromat! I was even informed by a neighbour that they have been seen arriving and leaving with what appeared to be a full laundry bag.

I'm looking for advice on how to approach this. I don't want to risk losing their service, as I don't think it will be easy to find someone now, heading into the busy ski season, but I feel I need to say something. I'm sure they will deny anything, and I can't really accuse them at this point. I am installing a video doorbell soon, but I feel I shouldn't need to do this! Ugh... 

Any suggestions would be appreciated! Anyone has had a similar experience?

[Linda3345]

I don't use a cleaning service, but I might approach it this way if I had this situation:

I would speak to them in person, in the home. I would find out what their living situation is, and why it might be attractive to them to do their laundry in the rental home.  Then maybe make a deal, that they can do their laundry there, if they stop mixing it up, and if they do xyz  (whatever they are not doing a superb job at currently) to get a higher quality of cleaning out of them. 

[Jill1084]

Thanks for your reply! I don’t think they’re doing their own laundry (but maybe they’re doing that too) but I suspect they’re bribing linens/towels from other clients’ homes, who may not have in suite laundry, and doing it at my home

[Christine615]

I think you should address it directly. And make sure you have a camera on your exterior doors so you can verify it yourself and send them photos. Then subtract a penalty from their payment.

I kind of agree with you. I think they are doing client laundry (or friends or their own).

[Jill1084]

Yes I’m installing a video doorbell next week! My neighbours don’t want me to reveal that they were the ones that spotted them, so I won’t. But once I have the photos I will have a discussion 

thanks for your reply!

[Sarah977]

@Jill1084  You said you saw that they did 5 loads of laundry on your app, so I don't know why you'd have to out the neighbors or wait until the camera is installed to confront them. Not sure why you think they're not doing their own laundry- I'd suspect they are.

[Helen3]

If you don't live locally employ a local co-host to manage the local cleaning service.\

Have a clear check list of what you expect the cleaning staff to do and ask for photos of each room on completion. @Jill1084 

[Richard531]

@Jill1084 

I would text them the following verbatim:

"Hey guys!  I got this groovy new app that's attached to these awesome new W/D units!  I'm super excited about it!   It tracks load sizes, load duration, load count, water temps.  Everything!  It's super cool!

Anywho, I noticed that the last time you guys came through you did 5 loads of laundry.  **bleep**, those guests you guys serviced must have been horrific!  I'm so sorry about this!  Is there anything I need to add to their review to notate their horrible behavior that triggered you guys to do all that laundry?  I'll get these guys kicked off the platform if I have to!  We certainly can't host those jerks again!  Please let me know!  And if you need additional compensation from me for the additional loads you had to do, please let me know.  I really want to take good care of you guys!"

The extra laundry doing behavior will absolutely stop immediately.  

[Jill1084]

That’s basically what I said - wording was a bit different lol. And they defended it, but it’s dropped down to 2 loads now!