Keys, damage and cancelling

Keys and codes

We use a lockbox or a smart-lock code you give us in writing. We keep codes in one place, shared only with the crew assigned to your villa, and never post them on a group chat. If the code changes, send the new one before our next visit.

If something is broken or missing

We photograph it before we touch it and message you the same visit. We do not repair or replace anything unless you ask. If we break something, we tell you and send a photo. What a guest breaks is between you, the guest and your booking platform.

A missed spot

If a guest or you spot something we missed, send a photo within 24 hours of the clean. We return to fix that room at no charge as soon as the villa is empty and a crew is free.

Cancelling and lockouts

Cancel a clean up to 24 hours before its start with no charge. Inside 24 hours we bill the time the crew was booked. If the code does not work, we call you and wait for a short while, then the crew leaves and the visit is billed as booked.