CHAPTER Room Clean Service FAQs

Your most Frequent questions answered.



We have carried out a COVID-19 Risk assessment on our cleaning procedures and protocols and are fully compliant with Industry Guidelines.

Our Professional Cleaning team has adopted new industry guidelines to ensure this work is carried out safely and we have worked the relevant precautions for customers and cleaners into our operations, including enhanced cleaning, handwashing and hygiene procedures. 
 We're also asking customers and our cleaners to take all reasonable steps to maintain social distancing during cleans. Cleans must be skipped if a customer or the cleaner has coronavirus symptoms, has been advised to self-isolate, or has been told to shield.  Please see below for the guidelines we're asking both customers and our cleaning team to follow.


What is the current government advice concerning cleaning? 

Regular cleaning plays a vital role in limiting the transmission of COVID-19.  The government is advising that an Increase the frequency of cleaning is essential, using standard cleaning products, paying attention to all surfaces but especially ones that are touched frequently, such as door handles, light switches, work surfaces, remote controls and electronic devices.  As a minimum, frequently touched surfaces should be wiped down twice a day.  Cleaning should be more frequent depending on the number of people using the space, whether they are entering and exiting the setting and access to handwashing and hand-sanitising facilities. Cleaning of frequently touched surfaces is particularly important in bathrooms and kitchens.

Can I make specific requests?

We believe that we have all cleaning tasks covered within the additional options, which are available on the booking page.  However, if you do have any additional specific requirements please provide details on the booking form and we will contact you to discuss further.

Can I cancel / reschedule the service following booking?

A full refund can be granted for any cancellations received within 14 days of the booking.  During these uncertain times we will be able to accommodate a reschedule of your cleaning service on receipt of 24 hours’ notice.   

What cleaning products do you use?

We use a full range of anti-bacterial cleaning products.  The products act as a disinfectant, killing 99.9% of bacteria.

How do you ensure that your staff are working safely following COVID 19?

The Health and Safety of our staff and customers is our number one priority.  Our staff have been trained on our new cleaning procedures, which meet industry guidelines during the pandemic.  All staff will be wearing Personal protective equipment during the clean and they will complete a health questionnaire at the start of every day which will highlight if they have any symptoms.  If they have any symptoms they will self-isolate if required.   Our cleaning team will ensure that all touchpoints (including the door handles) are sanitised on leaving the room. 

How do you gain access to my room?

We will normally access your room when you are out, but if you are still in your room when we arrive, we would politely ask that you leave then room for the duration of the clean.  This will support us in ensuring that we always maintain the highest standards of hygiene and compliance with social distancing guidelines. 

What if I am not satisfied with the standard of clean?

We pride ourselves on delivering consistently high standard and this is reflected in our customer feedback.  However, if you feel that we have missed something or if you are dissatisfied with our service please contact us through the app and we will address any issues during a return visit, if required.