Policies of MBCC and FAQ
Monterey Bay Cleaning Company is devoted to providing total customer satisfaction, which is why we put in the effort to offer dependable and cost-effective home cleaning services. Our knowledgeable staff has answered a few of our most common inquiries for the benefit of our customers.
Policies of Monterey Bay Cleaning Company
We are available by phone Monday – Saturday 8AM – 5PM; if we do not answer, leave a message or text and we will call you back as soon as possible. In the case of an emergency or you need to cancel a service you may call at any time. Please reserve inquiries during office hours or by email.
We are available for cleaning Monday – Saturday between 8:00 – 5:00, with our last clean of the day scheduled no later than 3:00pm. We do offer cleanings before and after parties any day of the week, but these need to be scheduled in advance for availability.
We observe Easter Sunday, Thanksgiving, and Christmas Day. When December 24th and 31st fall on a weekday (M-F), we will close at 12:00pm.
Service reliability is extremely important. We will turn down business to not disrupt your regularly scheduled cleaning. Please show the same respect. We request that you give us a minimum of 24 hours advance notice (Monday clients must call before noon on the previous Friday) IF YOU NEED TO
CANCEL OR RESCHEDULE YOUR APPOINTMENT FOR ANY REASON. Our business number, 831-402-9401, is available to you at all times. Failure to provide adequate notice could result in a 50% late cancellation fee. We understand that circumstances arise that require a cancellation, but if a client has excessive cancellations, we reserve the right to cancel all future cleanings.
We will make every effort to arrive at your house in a timely manner. Because of possible cancellations or prior cleans running longer than expected, we cannot guarantee a specific time. Our teams require timely access to your home to perform their job. We believe the best way to serve you is
for you to issue us a house key. Your key is coded with a number, it is never associated with your street address, and is kept in a locked secure key box. If you do choose to meet the team for access to your home, we offer you one of three time slots (between 8AM – 10AM, 10AM – 12PM or 12PM-2PM). Circumstances beyond our control such as traffic, weather, or team illness may affect our arrival time. Your flexibility and
understanding in these situations are greatly appreciated. We will always do our best to keep you
informed of any delays we may be experiencing.
If we arrive at your home and you forgot to leave the door open, leave a key or the team needs to leave without cleaning for any reason, you could be charged 50% of your regular cleaning cost. Our employees are paid by the hour and this fee is necessary to cover their costs. Most of our customers do
entrust us with a key to their home, a responsibility we take very seriously.
All payments must be made the day of or before your scheduled cleaning. We accept Cash, Checks, Venmo, Zelle or bank transfer. Any returned check will result in a $50 service charge.
Should any member of your household require the use of syringes, please ensure that they are disposed of safely. Any secure container like a coffee can, could be used to store used syringes and/or needles prior to disposal. Any unexpected stab by an insecure needle can pose serious health concerns to our staff. Please dispose of bodily fluid hygiene products appropriately. Please wrap them up in paper/tissues and
toss them in a lined canister for easy disposal. We wear gloves to protect ourselves, but we will not be picking up any that may be lying on the floor. (It’s happened!)
So that we don’t melt like the Wicked Witch of the West ☺, depending on weather please keep heat lowered. We’re happy to readjust the temperature per your written instructions when we leave.
In event of extreme heat and other poor weather conditions we may need to skip your cleaning service in order to keep our teams safe and performance at best. We’ll do our best to reschedule for the earliest available appointment.
Due to insurance policies we are not permitted to step higher than our 2-step stool or lift heavy objects or
furniture.
To protect our cleaners and your privacy, please be sure that any confidential documents or potentially illegal/controlled substances are put away before your scheduled cleaning.
We make every effort to take the greatest care while in your home, but we understand accidents happen. Identical replacement is always attempted but cannot be guaranteed. We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored
and/or not cleaned by our team. Damaged or broken items must be reported to MBCC office within 48 hours of service. Note: MBCC is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (e.g., marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm (unless notified in advance).
therefore, we guarantee all of our cleaning services. Any necessary adjustments must be reported to our office within 24 hours of the cleaning date for resolution by one of our cleaning staff members.
With our continued commitment to our clients, in providing a unique detailed cleaning service, we are excited to offer FREE rotational periodic tasks at each visit. Please look for the enclosed Customer Information Sheet and be sure to fill out the section on Periodic Tasks and return it to us. This free offer is for our weekly and bi-weekly clients only. These tasks are available for a small additional charge to those
customers on a less frequency.
FAQ Monterey Bay Cleaning Company
We take great pride in supplying quality residential housekeeping services. Our staff go through a stringent screening process and are educated in our particular cleaning process. All of the work we carry out is secured by a 24-hour warranty. These are some of the reasons why customers trust us at Monterey Bay Cleaning Company.
We understand it can be scary letting a stranger into your home and we do everything we can to make it easy. You can see a personal biography of each cleaner on the crew here. Get to know your cleaner and rest easy knowing all our workers are insured/bonded so there is no stress involved in your cleaning.
At Monterey Bay Cleaning Co, we understand how essential it is to be in touch, particularly when it comes to treasured possessions in your residence and any particular cleaning desires you may have. Our housecleaning franchise proprietors appreciate your faith and are doing their utmost to win it by delivering dependable, reasonably-priced, excellent cleaning services tailored to satisfy your requirements and go beyond your expectations.
To make sure that the job is done properly, we kindly ask you to gather any toys or clothing before we arrive. Also, it would be beneficial if you could create a comfortable environment for your pets while we do the cleaning. By following these steps, both you and our team can be sure that all of your items are secure.
No, we do not require you to be home during the service. We have set our working hours from 8 a.m. to 5 p.m. from Monday to Friday and since most of our customers are not present during this time, we provide our insured/bonded housecleaning professionals with either a spare key or a garage code.
We cannot provide a precise time of our arrival since we are committed to providing careful attention to every home; however, we do offer arrival windows to make the process easier for you.
At MBCC, we handle each and every home we clean with the utmost care. In the case that something is broken during our regular service, we will do our best to either mend or substitute the item. Our residential housekeepers are fully insured/bonded, so claims can be settled when needed.
Our cleaning processes make sure that your house always gets a thorough cleaning. At the initial meeting, we'll prepare a unique cleaning plan that incorporates your exact requirements. We know that being perfect isn't always achievable, which is why we have the following Promise. If you get in touch with us by the end of the following business day after the service, we'll make any corrections for free.
We provide all the necessary cleaning items when we come to your house and remove them when we leave. We use the top-of-the-line products and vacuums to make sure that your home is spick-and-span. If you want us to use a specific type of cleaning supplies, just let us know and we will do our best to accommodate your wishes.
We take great pride in offering cost-effective, first-rate residential cleaning services. Our personnel cooperate with each homeowner to create a tailored cleaning plan that is tailored to their requirements. The prices of our services are determined by the size of your residence and the services requested.
Although tipping is not mandatory, we are permitted to take them. Some of our customers tend to give a small sum after every service, while others present us with a big tip at the end of the year. You can also write a review on our website or Facebook page. We are delighted to receive feedback that recognizes our hard work.
We are pleased to be able to welcome pets in our workplace. If your furry companion is prone to aggression, we suggest that you keep them confined in a separate area. If you are not at home when our staff come by, please let us know how to navigate cleaning around your pet.
Have more questions?
Call or text (831) 402-9401 or email anytime [email protected]. We are happy to answer all your questions.