Frequently Asked Questions

Vacation Rental Cleaning & Co-Hosting Services by On Point Cleaning & Moving

What services do you provide for vacation rentals?

Our professional team manages cleaning, maintenance, supply inventory, and co-hosting services for your vacation rental property — ensuring every guest enjoys a seamless, five-star experience.

What areas do you service?

We proudly service vacation rentals across the entire United States.

Do you accommodate last-minute reservations?

Yes. We understand the urgency of same-day turnovers and can accommodate last-minute bookings whenever possible.

What happens after I sign the service agreement?

You’ll receive an invite via text message to download our app. Once logged in, refer to the “Welcome New Hosts” form located in the team files.
There is no fee to begin service.

What if I have multiple properties?

Many of our clients manage multiple properties, including those living out of state or internationally.
Simply complete one agreement form — after you log into the app, we can easily add additional properties.
Discounts are available for multi-property clients.

Are there any cleaning limitations?

Yes. For health and safety reasons, we do not clean bodily fluids or feces.

Do I need to provide cleaning supplies?

No. Our cleaning teams arrive fully equipped with professional-grade supplies and products at no additional cost.
If you prefer we use your products, please indicate this on your intake form.

Do I need to provide payment information each time?

No. Your card is securely stored on file and automatically charged once services are completed.
To update your payment method, request a Credit Card Authorization Form and return it via email.

What if I need to reschedule my appointment?

To reschedule, simply email us at booking@onpointcleaningandmoving.com.

Will the same cleaner service my property each time?

We strive to provide the same cleaner consistently to ensure familiarity and quality.
In cases of absence or turnover, a qualified backup cleaner will be assigned.
All cleaners are based within 10 miles of your property and communicate directly through our app.
Please complete your Vacation Rental Intake Form to ensure backup cleaners have accurate access details, including door codes, linen storage, and Wi-Fi information.

What if I’m not satisfied with my cleaning or a guest complains?

Although rare, concerns must be reported within 24 hours of service by emailing management@onpointcleaningandmoving.com with photos attached.
Our management team will investigate and respond within 72 business hours (up to 7 days during peak season).
You may also request a complimentary re-clean through the app.

What happens if a balance remains unpaid?

Unpaid balances may incur late fees and can be forwarded to collections.
Please note: transactions cannot be disputed once services have been rendered.

How can I receive discounts?

Join our mailing list for exclusive offers and weekly promotions.
Visit our homepage and scroll down to subscribe — and ensure our emails don’t land in your spam folder.

Can I tip my cleaner?

Absolutely! Tips are encouraged and appreciated by our hardworking team members.

How do I cancel contracted services?

Contracted clients may cancel anytime with a 30-day written notice to avoid cancellation fees.
Cleanings scheduled within the 30-day period cannot be canceled unless guest cancellation proof is provided.
Send all notices to management@onpointcleaningandmoving.com.

What if the property has no water or electricity?

For safety and performance, running water and electricity are required for all cleaning services.

When will I receive my refund?

Refunds are processed within 7–14 business days back to the card on file.

Do I need to cover parking fees?

Yes, if no free parking is available. Any parking fees will be billed to you for one vehicle, with a receipt provided.

What happens during extreme weather?

If weather conditions make it unsafe for our team to travel, we’ll contact you immediately to reschedule.
We always prioritize on-time service for our Airbnb and vacation rental hosts.

How much is co-hosting?

Co-hosting is $199 per month for up to 4 properties, with each additional property at $45/month.

What does co-hosting include (and exclude)?

Co-hosting provides 24/7 guest support, including:

• Late check-ins

• Lockouts

• Maintenance coordination

• Dinner recommendations

• General guest communication

It does not include property listing creation, furnishing, pricing, or identity verification.
Your guests can call, text, or email our Vacation Rental Hotline — allowing you to enjoy a hands-off hosting experience.

Is my property eligible for service?

Yes, if your rental includes:

• Working Wi-Fi

• Functioning TV

• Air conditioning and heating

• Smoke alarm

• Carbon monoxide detector

• Fire extinguisher

Do you charge state taxes?

Yes. Customers in New York, California, and Vermont are subject to an additional 8% state tax.

Why is there a California & New York surcharge?

Due to increased demand and cost of service, a $25 surcharge applies to all bookings in California, New York, and Vermont.

Do you restock guest amenities?

Yes! We restock essentials such as soap, toilet tissue, and paper towels during every turnover.
When supplies are running low, you’ll receive a notification.
We can also order and restock supplies for a $25 service fee.

Why are three linen sets per bed required?

To ensure seamless same-day turnovers and guest satisfaction, three complete linen and comforter sets per bed are required.
This prevents delays from lost or damaged items.

Do you offer laundry services?

Yes. Laundry can be done on-site or off-site.
There is no fee for on-site laundry.

Should I charge extra for large groups?

That decision is entirely up to you. Many hosts choose to charge an additional fee for reservations exceeding five guests.

Will cleaners clean the grill?

No. Grills are the guest’s responsibility.
However, our team will ensure no food or debris remains inside after checkout.

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