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The decision to be at home on the day of your cleaning is up to you. Often clients will
meet and greet the team on their first time cleaning and be available to answer any
questions that may arise.. However, after the initial cleaning, most of our clients feel it
is more convenient to allow the cleaning team to complete their cleaning tasks while
they’re out of the house.
How is access to my home arranged?
Each client key is secured in a locked key storage device to which only Castle Care
management have access. The key is issued to your Team Manager on the morning
of your clean and checked back in the same day once your cleaning assignment is
completed. If for any reason your key is lost, we are insured for key replacement and
re-keying your locks.
What days and times are avaliable for my cleaning appointment?
Cleaning appointments are scheduled Tuesday through Friday between 8:00 AM and
4:00 PM. We do our best to maintain a consistent schedule but cannot guarantee
exact times due to unforseen circumstances which can affect our schedule at the last
minute. We can however target an AM (between 8-12) and a PM (12:30-4:00) arrival
time when needed.
What size team will clean my home?
We work in teams of two to four members. The size of your cleaning team depends on
factors such as scheduling, size and location of your home, specific cleaning tasks
assigned, etc.. Clients who work from home or run errands while the team is cleaning
enjoy having a larger team who can complete the cleaning assignment in less time to
minimize the interruption to their schedule and activities.
Will the same team members always clean my home?
We schedule the same team members for your cleaning assigment to assure familarity
for you and your team. In the case of staff illness or vacation we may substitute
another team member for the absent staff to assure the work will be completed with
the same care and attention to detail.
Are teams trained and supervised?
Our housecleaning staff are thoroughly screened, licensed, professionally trained,
and dedicated to 100% customer satisfaction. Each Castle Care team member is
trained through a comprehensive program based on text curriculum, video, and one
on one training by a team manager. Training continues as we learn the specifics of
cleaning your home to your exact requirements. Each cleaning assignment is
supervised by to see that cleaning tasks are correctly completed. Periodic “spot
checks” by Castle Care management ensure we're meeting your expectations and our
guaranteed results..
Are you bonded and insured?
To relieve you of all personal liability we pay all federal, state, and local applicable
taxes as well as carry 1,000,000 in liability insurance coverage and a fidelity bond to
protect you as a client.
Do I need to provide any supplies or equipment?
Each Castle Care team is fully equipped with our own propreitary cleaning products
and the most effective commerical vacuum equipment necessary to complete your
cleaning assignment. Providing our own supplies and equipment assures everything
needed by your team will be available on the day of your cleaning and that your
cleaning team will posses the knowledge and expertise to use these supplies to their
full potential.
What if I need to reschedule or cancel my cleaning appointment?
We request 2 business days advance notice if a cleaning appointment needs to be
cancelled or rescheduled. If less or no advance notice is given a fee of 1/2 of the
regular cleaning price is charged. If a reschedule of your cleaning can be arranged to
one day before or after your regular day without interferring with other client's
appointments the late canellation fee will be waived.