STR Onboarding - Page 4 - Magic Helpers Cleaning Co

STR New Property Onboarding

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Call us! 512-705-0043

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Review our Standards and Policies below and confirm.
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Standards, Policies & How We Work

(Required Review & Acknowledgment)

Our Commitment to You

What you can expect from Magic Helpers

STR-specific cleaning systems built for fast turnovers and high guest volume

Standardized checklists tailored by property type

Photo-documented cleans for transparency and accountability

Clear communication, consistent execution, and predictable outcomes

Proactive identification of issues before they become guest problems

What this commitment does not include

Guaranteeing guest behavior

Performing repairs or maintenance outside our defined scope

Restoring properties impacted by severe neglect, biohazards, or construction activity

Cleaning Standards

Core Documents ( Click here to download)

Standard Departure Cleaning
Standard Deep Clean
Deep Clean vs Standard Clean — Comparison Overview

Important Clarifications

Owner closets, locked storage, and personal items are excluded

Excessive mess, biohazards, or non-STR conditions may require additional time or rescheduling

Deep cleans are required periodically to maintain long-term quality standards

Situational Fees & Policies

Adjustments based on time, labor, or access conditions

Policies include (click here to download):

Pet Fee Policy – Hosts are subject to a $40 pet hair fee. Details in policy which can be downloaded above.
Cancellation Policy – Hosts are subject to 50% late cancellation fee. Details in policy which can be downloaded above.
Late Checkout / Early Arrival Policy
Extra Time / Excessive Condition Policy
Access & Lockout Policy
Supply Depletion Policy

These fees are not penalties — they reflect additional labor, delayed schedules, or unexpected conditions.

Communication, Reporting & Issue Escalation

How information flows — and how problems are handled

How to Reach Us

How We Communicate with You

Issue Identification & Reporting

What we flag automatically

Our team documents and reports:

Property damage

Missing items

Excessive mess or misuse

Safety concerns

Maintenance issues observed during cleaning

Each issue is:

Damage Handling & Escalation

What happens when something goes wrong

Cleaners do not repair or alter damaged items
Damage is documented and reported – not diagnosed or fixed
We do not interact with guests regarding damage unless explicitly authorized
Owner direction is required before any action beyond documentation

For urgent, guest-impacting issues:

We escalate immediately via phone and/or text
We await owner instruction before proceeding

What Is Not Escalated

To maintain efficiency, we do not escalate:

Normal wear and tear
Minor cosmetic issues already documented previously
Guest clutter unless it prevents cleaning

Frequently Asked Questions (FAQ)

FAQ document for common questions – click here to download.

Client Acknowledgment

Required before onboarding is complete