Frequently Asked Questions
Booking with Town Mountain Maids is simple. However, here are some answers to questions you may have.
How to Book a Clean
How do I book a clean?
All you have to do is fill out our secure booking form, selecting the time and date that you want us to clean your home. It’s as simple as that and will only take you 60 seconds. Once you have completed your booking you will receive a confirmation email instantly.
What if I don't want to book online?
That’s ok if you don’t want to book online – we have a dedicated Customer Service Team here at Town Mountain Maids, so just give us a call on 828-705-6243 or email us at [email protected] or send a message at the bottom of the page, and leave your number and one of the team will call you back.
Do I Need to Enter My Card Details to Book?
Yes, unless you are booking with PayPal. We need to take payment information to book your appointment, but your card will not be charged until after your cleaning has been successfully completed. Guaranteed.
How Do I Change or Cancel My Booking?
Can I Make a Same Day or Last Minute Booking?
Of course! We are really proud of the fact that we can book you in for a clean on the same day. Just give us a call at 828-705-6243 and we will book you in for that short notice clean at a time that suits you. This is of course if we have openings.
Our Cleaning Service
What Services Do the Cleaners Provide?
We offer three types of cleaning service. A standard clean, which is a lighter clean that covers all the important areas of the house, perfect if you book a regular clean with us. The Deep Clean is a more thorough clean which we recommend if your house hasn’t been cleaned professionally in the last three months. We can also offer you do move in/move out cleans which includes the spot cleaning of all walls and cleaning inside all of your cupboards. We can also offer you extra cleaning services.
How Do I Know What's Been Cleaned?
All of our cleaners work with a checklist that we guarantee to complete. They work through your home, ticking off the tasks as they complete them. Once they have finished all of the tasks on the checklist they leave the checklist behind for you. That way you can be confident that all of the tasks have been completed to the highest Town Mountain Maids standard.
What is a Deep Clean?
The Triple Crown Clean is for first-time customers or customers who haven’t had their home professionally cleaned in the last three months. To see the extra things we do for super cleans, check our services page.
Do You Offer End of Tenancy Cleanings?
Of course we do! At Town Mountain Maids, we call end of tenancy cleans move in/move out cleans because sometimes you need a really thorough clean when you are moving into a new home. Our cleaners work to a check list for move in/move out cleans which includes spot cleaning all the walls and cleaning inside all the cupboards but if there is a specific task you want your cleaning team to focus on then please let us know.
Why Do You Charge a Flat Rate?
We charge a flat rate price per number of bedrooms rather than per hour, this means that you know exactly what we promise to provide, and our cleaners keep working until the job is done. As our cleaner cleans to a checklist you know exactly what is included in the price. It really is that simple!
On the Day of Your Clean
What Time Will the Cleaners Arrive?
Our cleaners will always try to arrive on time for your clean, however, we have a 1 hour arrival window to account for parking, traffic and any other uncontrolable things. For example, if you need to leave your house by 11am, we recommend that you book your clean for 10:00am to make sure the cleaners are there in plenty of time before you need to leave. We will give you a call if your cleaner is going to be late but please call the Customer Service Team at 828-705-6243.
How Many Cleaners Do You Send?
We typically send teams of 2, but for smaller properties we will usually send just one cleaner to get the job done.
Do Cleaners Bring Their Own Supplies?
Yes, our cleaning teams come completely prepared to make your house shine! They will bring the following:
- Vacuum cleaner (if you don’t have one)
- Mop and bucket
- Kitchen and bathroom cleaner
- Window and glass cleaner
- Furniture spray
- Oven cleaner
- Non abrasive spray
- Non abrasive cleaner
- Sponge cleaners
- Cloths for windows, ﬂoors, furniture
- Steel scourers
- Products against lime scale and mould
About Your Booking
Can I Book a Regular Clean?
Yes, of course! Just select the frequency of your clean: once, monthly, biweekly or even weekly, when you make your booking. To say thank you we will even offer you a Town Mountain Maids discount for booking a regular service. After your first booking your future appointments will be automatically booked in so you can expect your cleaner at the same time every week, twice a month or once a month.
Can I Book Anytime?
Of course! We put you into control so you will be able to view and select available appointment times from our online calendar.
Can I Make Special Requests?
Absolutely! We put you in control so if you have got a particular product you would like us to use in your kitchen or a precious vase you want us to avoid when dusting just include the information in your booking. We will then pass these details onto the cleaner.
What Happens After I Schedule a Booking?
Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through. We will then contact our best cleaning teams to see who is available to complete your house clean. Once we have assigned a cleaner to the clean we will send you another email with their name so you know who to expect. We also send text message reminders to you before the clean, to make sure you don’t forget!
How Do I Edit a Booking?
It is simple to edit your booking online. Just log in to your account and update it there. So if you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean we can accommodate that request. If you wish to edit your booking less than 24 hours before your clean then please call the Customer Service Team at 828-705-6243.
Do You Offer Discounts for Regular Customers?
Yes we do. If you book a regular clean with Enjoy Maids you can get:
- 5% discount for a monthly clean
- 10% discount for biweekly clean
- 15% discount for a regular weekly clean
What Extra Service Do You Provide?
For an extra charge you can book a number of services on top of your clean including:
- Cleaning the oven
- Cleaning the fridge
- Cleaning the inside of your windows
- Cleaning the inside of the cabinets
Is There Anything You Can't Do?
We would like to say no, that anything is possible here at Town Mountain Maids. However, we don’t clean the outsides of windows, mow lawns or walk your dog. But if you do have any special requests or want a hand in arranging any of the above then just get in touch as we would love to help you.
Billing and Payment
How Do I Redeem a Discount Code or Voucher?
It’s easy, all you need to do is include the code on the booking form when asked and the discount will be removed from your booking instantly.
How Do I Pay?
If you are paying with card, we take your credit or debit card details at the time of booking, however, we will only collect payment after your cleaning service has been performed. We accept all major credit cards (including American Express) and debit cards for payment. We also accept PayPal and will send an invoice after the clean is completed.
When Will My Card Be Charged?
We will never charge your card before your clean. We will only take payment after your cleaning service has been performed. Guaranteed.
Is My Card Payment Secured?
Yes it is, our payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on stripe.com
Will I Be Charged if I Cancel My Service?
If you cancel your clean within 24 hours of the scheduled time, we have to charge you a cancellation fee of $70. If you re-book a clean with Town Mountain Maids then half of the cancellation fee will be applied towards your next service.
Insurance and Keys
Do You Have Insurance?
Oh yes! Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.
How Much Insurance Do You Have?
We have $1,000,000 public liability insurance. We also insist that each of our cleaner teams have their own insurance too. That way you have total peace of mind that your home and belongings are protected. If you have any questions about our policy please email [email protected].
Are Your Cleaners Insured?
Of course, all of our cleaners are insured. Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.
Do I Need to be Home for my Booking?
No you don’t need to be home while we clean your house. If you would like to leave the key with a neighbor or somewhere secure then we can collect it. Just add instructions when you make your booking. On your first clean with Town Mountain Maids, we do like you to be home so you can show us around your home and point out any areas that you would like us to focus on but we understand that isn’t always possible.
Can I Leave My Keys with my Cleaners?
Of course, if you book a regular clean with us we will always assign the same cleaner to the job. If you would like to leave your keys with your cleaner they will keep them secure for your next clean.
Town Mountain Maids Cleaners
What Is Your Recruiting Process?
We hire only the most motivated, reliable and experienced cleaners in your area. To be accepted as a cleaner for Town Mountain Maids all our candidates must undertake a rigorous selection and recruitment process. This includes a telephone interview followed by a face to face interview. If they pass these we then perform a reference check on all of the teams finally we ask all candidates to perform a test clean so that we can inspect the quality of their cleaning. If the teams pass the quality inspection then we welcome them to the family.
How Do I Become a Cleaner?
Simple, just apply here.
Will You Provide a Replacement Cleaner if Mine Goes on Vacation?
Yes, we will. Your cleaner will need to take a well deserved break from time to time and when they do we will send another reliable cleaner around to complete your clean to the usual Town Mountain Maids standard.
Are the Maids Well Looked After?
Yes, we are a close knit team here at Town Mountain Maids and we have a close relationship with all of our cleaners. We pride ourselves on allowing our cleaners to work flexibly which is important where they have children to collect from school or other caring responsibilities. We also pay our cleaners more than other cleaning companies do, so that we attract only the most experienced and reliable cleaners in Asheville.
Will I Get the Same Cleaner Every Time I Book a Standard Clean?
Sure, you will get the same team every time. Unless someone is unwell or enjoyed a well deserved day off from cleaning we will keep sending the team that you are comfortable and familiar with.
How Do I Give Feedback?
We will send you an email once the clean is complete asking you for feedback. Please do take time to complete this as we like to give our cleaners a bonus for receiving a five star review. We promise to act on any feedback you send us as we are a young company trying to improve so please do share any suggestions that you have on how we can improve.