FREQUENTLY ASKED QUESTIONS
HOW ARE YOU DIFFERENT FROM THE OTHER COMPANIES?
We care more and try harder.
Our company foundation rests upon the core principles of nurturing our team members and prioritizing the well-being of our clients. While upholding these values might at times be challenging and come with costs, we consistently commit to them without exception. Each choice we make, whether it's a minor detail like phrasing in an email signature or a significant matter like insurance coverage or staffing concerns, is guided by our values. This approach allows us to foster enduring relationships with both our employees and clients, leading to years of successful partnerships and an enhanced experience for all involved.
How do your prices compare to those of other companies?
Our research indicates that while we may not be the lowest-priced option in the area (nor the highest), we deliver unparalleled value. We allocate approximately 40 to 50% more time on average for each property, resulting in superior outcomes for our clients. If you seek a seamless, professional, and enjoyable collaboration with a dependable team, Superb Maids is the ideal choice. This holds especially true if you're entrusting the care of your parents' home, your vacation property, or require an exceptionally detailed and top-tier cleaning service.
WHY DO I NEED PRE-ASSESSMENT?
Originally, we used property size to estimate the cleaning needed, and it worked well for the most part. However, our reputation for thorough, top-quality cleaning led us to more clients with specific needs. These were homes that hadn't been cleaned professionally for a while, with extra challenges like clutter or pet fur. To ensure we meet our clients' expectations, we introduced in-person pre-assessments. This helps us plan better, matching the right resources and keeping the project's cost aligned with your actual requirements instead of averages.
This means your initial flat rate might change after the pre-assessment. For instance, if you book a typical 3-bedroom, 2-bath home, but the pre-assessment shows a lot of activity, like kids or pets, we may need more maids and time, resulting in a higher cost.
On the flip side, you might have a larger property, but the pre-assessment indicates it's not heavily used and relatively tidy. In this case, fewer maids and hours would suffice, leading to a lower estimate after the pre-assessment.
In any scenario, we prefer to inform you in advance so you can discuss the scope and budget before the cleaning takes place. It's all about ensuring transparency and making the best decision for your needs.
DO YOU HAVE MILITARY, SENIOR, OR OTHER DISCOUNTS?
Occasionally, we do have special discounts available. However, our pricing is primarily determined by the amount of time needed to thoroughly clean your home. To build and sustain a strong relationship, it's important that we allocate sufficient time to ensure your home is well taken care of, which can be challenging with limited budget constraints. We believe in fair compensation for quality work, as a low wage combined with poor quality doesn't lead to satisfaction. Our aim is to provide quality work and fair pay.
With that said, if you find yourself in a situation where you urgently require cleaning services, are facing difficult circumstances, and genuinely cannot afford our regular rates, please don't hesitate to reach out and communicate with us. We often provide complimentary cleaning services to those who have experienced the loss of a loved one, are going through a traumatic life change, or are dealing with medical challenges. We're able to offer this support by charging our standard rates to our other clients.
DO YOU OFFER SPECIAL RATES OR SERVICES FOR VACATION RENTAL OWNERS?
Absolutely! We cater to a multitude of vacation rentals listed on platforms such as AirBnB and VRBO.
WILL I ALWAYS GET THE SAME CREW?
We always do our best, but we can't promise it will always work out.
Matching our cleaning teams with appointments is a bit like a puzzle. Each cleaner has special skills for different types of cleaning and homes. Our clients also have busy lives, with family events, health issues, and vacations affecting when they're available.
Our main goal is to make you happy. We try to send the same team that made you happy before, because it's easier for us and better for the cleaners. But sometimes, it's hard to do because of all the things we mentioned.
You might always have your favorite team if:
You're really flexible with when we clean your home.
You tell us how much you want the same team.
You treat your team nicely.
Many of our clients have this arrangement and like it. Even if we don't do anything special, most clients get their usual team 80% of the time. For the other 20%, all our cleaners are great. You might find you like the new team even more! And remember, we promise you'll be happy with our work. If you try a different team and you're not happy, we'll fix it or give you a refund.
CAN YOU TELL ME MORE ABOUT YOUR HEAVY-DUTY CLEANING?
Usually, we and our clients prefer the straightforward flat rates that make things predictable. However, there are situations where the condition of the home is different from what we expected, and special rules come into play. Our aim is to be fair and provide excellent value to our clients.
What situations are we talking about? It's when a home hasn't been thoroughly cleaned for many months or even years, especially if there are multiple occupants and pets. Also, a home might have several of these factors: lots of clutter on surfaces, spoiled food, mold, grease on walls, fur on walls and appliances, no water or electricity, indoor animal waste, or strong smells of animals or cigarettes.
What if your home fits this description? If our team arrives and realizes your home needs more attention than usual, you have three choices:
a) We can spend the expected amount of time (or maybe a bit more) than we would for a regular home and do what we can. Typically, this involves 4 hours of work with 2 or 3 cleaners. You get to prioritize what areas are most important to you (like the kitchen and bathrooms). We might not be able to do everything on our deep cleaning checklist (such as window tracks, cabinets, or light fixtures), but most clients are quite satisfied with the outcome.
b) Alternatively, you can opt for our "heavy-duty" extra. If you choose this before we start, we'll come prepared with specialized equipment and supplies, a larger team, and more time. It does cost extra, but your home will see a significant transformation after we're finished. If you haven't selected this in advance, we might still offer it if we can accommodate the change, like adjusting subsequent bookings or sending more cleaners and equipment. We're usually able to make it work.
c) You can decide to cancel the job altogether. No charges will apply in this case.
WHY DO I HAVE TO PAY NEARLY THE FULL PRICE EVEN IF TWO BEDROOMS DO NOT NEED TO BE CLEANED?
Short Answer: Our pricing is based on the overall house size estimated by the number of bedrooms, rather than charging per bedroom cleaned. (Note: We do offer a $10 discount for each bedroom that doesn't require cleaning.)
Long Answer:
When you book with us, we use Zillow or Trulia to verify the number of bedrooms in your home. If your booking exceeds the bedrooms stated in the order (because you don't need certain bedrooms cleaned), we'll ask you to adjust the order to reflect the accurate size.
While this approach might seem a bit unconventional, it's rooted in our primary focus: delivering the highest quality service to our clients.
To streamline the booking process and ensure transparency, we offer flat prices based on an estimated home size, often determined by the number of bedrooms. For instance, a 3-bedroom home would typically require a two-maid team for around three hours. This allocation enables us to maintain excellent quality.
Now, imagine you book your home as a 1-bedroom, skipping the cleaning for two out of three bedrooms. In this scenario, we'd send one maid and allocate about 2-3 hours. However, upon arrival, our cleaner would encounter a larger workload than anticipated: more bathrooms, a bigger kitchen, and larger living areas than planned. (Bathrooms and kitchens are usually more time-intensive than bedrooms.)
To ensure the high-quality cleaning we pride ourselves on, the cleaner would need 5-6 hours, which could lead to exhaustion, potentially subpar results, and delays for subsequent appointments.
Our aim is to provide exceptional value, offering meticulous cleaning that surpasses the standards of other cleaning services and even 5-star hotels in NYC. If you ever feel you haven't received the value you expected, we stand by our 100% satisfaction guarantee and will make things right, including issuing a refund.
Given these factors, we recommend accurately selecting your home's size during booking and noting any special requests or discount inquiries in the comments section. We read every comment attentively and are committed to being fair and responsive.
HOW MANY MAIDS DO YOU SEND?
We ensure the right team size for the task, aiming to finish the work in about half a day. For instance, a standard service for a 2-bedroom apartment might require one or two maids, while a move-in service for a 5,000 square foot mansion could involve 4-6 people.
DO WE HAVE TO BE HOME FOR CLEANING?
No worries. Simply leave a key for us and provide instructions on accessing your place. We'll take care of the cleaning and ensure the door is securely locked once we're done.
WHAT ABOUT THE SUPPLIES?
We're committed to ongoing research to use the most effective and environmentally-friendly solutions. Our home cleaning service comes fully equipped with all necessary supplies, including eco-friendly brands like Method and Barkeeper's Friend, as well as steam cleaning, among others.
However, there are instances where eco-friendly options might not suffice for tough stains or severe mold. In such cases, we'll offer you the choice to opt for a stronger solution, like using non-green methods to address challenging issues, such as whitening the bottom of a shower stall. It's worth noting that even our non-green supplies are non-toxic and sourced from well-known brands.
If you have a specific solution or tool in mind that you prefer, your preferences are paramount to us, and we're more than happy to accommodate them.
SO... HOW DOES YOUR ORDERING WORK?
It's very simple! Just fill out the booking form here.
In an hour or less, you'll receive a delightful email from one of our team members to confirm your appointment. They'll also discuss any specific details, like house size or special requests. Then, we'll arrive and work our magic to make your home shine. It's truly that simple.
WHAT TIME SHOULD I CHOOSE FOR CLEANING?
Pick the time that suits you best. Within a few hours during our business hours, we'll reach out to confirm your appointment and go over any special requests or particulars. We're dedicated to ensuring that the timing for your home cleaning appointment is absolutely convenient for your schedule.
HOW LONG DOES IT TAKE TO CLEAN MY HOME?
The time our service takes can vary. The first visit may be longer as we learn about your home. Later visits are usually quicker.
How long it takes also depends on your home's condition. Some homes need just a bit of touch-up, while others might need more work due to busy lifestyles. Don't worry, we're here to help no matter the state of your home.
For smaller homes, it generally takes one to three hours, and for larger ones, it's around two to four hours. If your home needs more time, we'll let you know and offer options. Your satisfaction is our priority.