Firing an Airbnb cleaner can be an uncomfortable yet necessary step for property owners and managers. Cleanliness is one of the most critical factors influencing guest reviews and overall satisfaction, and a cleaner who falls short can negatively impact your business. However, parting ways with a cleaner requires professionalism, clarity, and strategy to protect your reputation and ensure a seamless transition. Here’s how to handle this delicate process effectively.
Assess the Situation
Before making the decision to fire your Airbnb cleaner, thoroughly evaluate the situation to ensure it’s the right course of action. Ask yourself the following questions:
- What are the issues? Are they related to cleanliness, punctuality, reliability, or communication?
- Have you communicated your expectations? Clear expectations and detailed checklists can often resolve misunderstandings.
- Have you given feedback and opportunities for improvement? Some cleaners may not realize their performance is lacking until it’s brought to their attention. A performance review or conversation might be all that’s needed.
- Is the issue recurring? A single mistake might not warrant termination, but repeated problems can indicate a deeper issue.
If you’ve documented concerns and attempted to address them without improvement, it’s likely time to let the cleaner go.
Prepare for the Transition
Firing a cleaner can leave a gap in your operations, so it’s essential to prepare before taking action.
- Find a Replacement Cleaner Begin by researching and vetting potential replacements. Look for cleaners with experience in short-term rentals, excellent reviews, and a strong attention to detail. Conduct interviews, ask for references, and test their services if possible.
- Document Your Process Having a clear cleaning checklist and operational procedure will make onboarding a new cleaner easier. Provide details about cleaning products, techniques, and standards that align with Airbnb’s expectations.
- Notify Relevant Stakeholders If you have a property manager or team involved, inform them about your decision and ensure everyone is aligned on the transition plan.
Plan the Conversation
When it comes time to fire your cleaner, approach the conversation professionally and respectfully. Here’s how to plan it:
- Choose the Right Time and Place Conduct the conversation in a private setting, whether it’s in person, over the phone, or via video call. Avoid public settings that could make the cleaner feel embarrassed.
- Be Direct but Courteous Begin by thanking them for their efforts and acknowledge any positive contributions they’ve made. Then, clearly state the reason for parting ways. For example:“Thank you for your work over the past few months. I appreciate your efforts; however, I’ve noticed recurring issues with [specific concern]. Unfortunately, I’ve decided to move in a different direction for cleaning services.”
- Avoid Lengthy Justifications Provide a concise explanation of your decision, but avoid unnecessary details or emotional arguments. Keeping it professional minimizes misunderstandings.
- Prepare for Questions The cleaner may ask why they’re being let go or if they’ll receive a reference. Be honest but tactful, and only offer a reference if you can genuinely recommend their services.
Handle Final Details
Once the conversation is complete, address any remaining logistics.
- Settle Payments Ensure all outstanding invoices are paid promptly. This demonstrates professionalism and prevents disputes.
- Retrieve Keys and Access Codes If the cleaner has physical keys, fobs, or access to digital locks, arrange to retrieve them or reset access codes immediately.
- Request Feedback If the cleaner’s departure is amicable, consider asking for their feedback on your property or processes. They might offer insights to improve your operations.
Onboard the New Cleaner
To maintain operational continuity, onboard your new cleaner effectively.
- Share Expectations Provide a detailed cleaning checklist, photos of how the property should look, and any special instructions unique to your listing.
- Communicate Clearly Establish preferred communication methods and set boundaries for when and how they should reach out.
- Evaluate Their Performance During the first few cleanings, monitor their work closely and provide feedback to ensure they meet your standards.
Prevent Future Issues
To minimize the chances of having to fire another cleaner, implement proactive measures:
- Conduct Thorough Vetting Screen candidates rigorously, including interviews, reference checks, and trial periods.
- Provide Clear Training Walk new cleaners through your expectations and provide ongoing support to ensure consistency.
- Schedule Regular Check-Ins Periodic reviews allow you to address issues early and recognize good performance.
- Use Technology Utilize apps or software designed for property management to streamline scheduling, communication, and task tracking. Tools like Properly, TurnoverBnB, or Breezeway can help maintain high standards.
Conclusion
Letting go of an Airbnb cleaner can be a difficult decision, but it’s a crucial step in maintaining your property’s success. By assessing the situation carefully, preparing for the transition, and handling the conversation with professionalism, you can protect your business while ensuring a seamless shift to a new cleaner. Remember, your ultimate goal is to deliver an exceptional guest experience, and every decision should align with that priority.