The fastest and easiest way is to book online - alternatively, if your request is less than 48h in advance, please fill in the last minute booking form on the booking page or email email@example.com and we can confirm availability. Last minute bookings are subject to additional charges.
Can I make changes to an existing booking?
To make amendments to an existing booking, please email firstname.lastname@example.org and we will confirm these changes within 24h. If the changes you require are for a service that is within 48h, please call 02034881880. Last minute changes are subject to an additional charge.
Depending on availability, we can offer services within 48h - this is subject to a 50% price increase on the housekeeping and check-in cost. Our online booking will only allow bookings with more than 48h notice, so please email email@example.com or submit the online form on the website to check availability.
Can I make special requests for the housekeeping?
Please add booking notes when you make your booking and our team will follow the requests and instructions when they are servicing your home. However, please make sure these are within our service remit and not something that should be completed by a deep clean. If you need to make a request after you've booked, please email firstname.lastname@example.org
How can I cancel a booking?
To cancel a booking, please email email@example.com with 3 or more days notice and we will issue you with a voucher, or you can reschedule your booking for a later date. Any cancellations within 2 days will not be refunded.
Do you serve on weekends and bank holidays?
Yes, we do! However, our pay as you go services unfortunately can't be booked for the 24th, 25th, 26th December and 1st January.
What's included in a housekeeping service?
We provide our fully trained housekeepers (service times dependent on your house size), all the cleaning products, toilet roll, bathroom toiletries and tea & coffee. We will make the beds and present your home ready for your guests arrival. Our team will also report on any damages they find in the home plus secure storage of your keys in our warehouse.
What do your housekeepers not do?
Our team will get your home guest ready and our focus is on presentation for guests - this means that within your service time, we will not provide deep cleaning. Deep cleaning is classed as oven cleaning (though we'll always make sure the trays are clean), external window cleaning or mould removal. We will always report on the condition of your home if your home is in need of a deep cleaning service.
Can I book linen on it's own?
Afraid not, we supply linen with our housekeeping services only - so not only will you have hotel quality linen but your beds will all be made to a hotel standard too!
Can you wash my sheets and towels?
We do not offer a laundry service so we will not wash your sheets and towels. Clean linen is included in our housekeeping service.
What's included in the linen service?
Save your washing machine hassle! Each bed linen set includes 100% cotton, high quality sheets and towels for 2 guests: 1 flat sheet (can be a single, double, king or super king), 1 duvet cover, 4 pillow cases, 2 bath towels, 2 hand towels, 2 face towels, plus a hand towel and bath mat per bathroom and a kitchen tea towel.
What does a check-in include?
Our team will message your guest on the day of arrival to confirm they are running on time for your booking time, they will then greet your guest in your home, share the quirks and perks of the local area and point out any not-so-common-sense aspects of your home. Please let us know these details by filling in this House Manual ahead of your guests’ arrival.
What if my guest is running late for check-in?
Our team will wait for up to 90 minutes for your guests to arrive from the time you book the check-in. We appreciate that travel plans can go awry, and we ask that you and your guest keep us updated if they will not arrive within the allocated 90 minutes. If your guest runs late and does not give us more than 2h warning, we will have to charge an additional £20 per hour of waiting time. If your guest has not replied to our check-in team's texts and calls and is running late for 60 minutes, we will call and email you to notify you of the situation.
When should I book a check-in for?
Please always book your check-ins for the time your guests will arrive. Our team always aim to arrive at least 15 - 30 minutes earlier than the check-in time in order to check the heating, wifi and general condition of the home. If you have the guests travel details, we generally recommend allowing at least 40 - 50 minutes from the scheduled flight landing time for guests to leave the airport, then allow the usual travel time from there.
Can you do back-to-back bookings?
No problem! Book your service for the first set of guests check out time, and we'll have the place turned around in no time.
What if my guests haven't checked out when your housekeeping team arrive?
We always recommend telling your guests a check out time if you have housekeeping booked in. If they have not left yet, we will contact you to let you know. Our team is happy to work around packed luggage, but if the guests possessions are all over the home, and the guests are not there to pack them away, we may not be able to service your home. We will always contact you if that is the case. If we cannot reach you, our team will wait for half an hour, if they still aren’t able to start they will leave. Please note, if you book AM or all-day flexibility, your service may be at 8am so it is important to ensure your guests have left or are warned they will need to let the housekeeper in to start the service.
How do I give you my keys?
There are a few options for getting us your keys, you can select which option you would like to do when you book online - most hosts drop the keys directly to our warehouse:
Safestore Pentonville Road:
Unit 1016 // Hostmaker
79-89 Pentonville Road
Absolutely! Let us know the code when you book and our team can collect the key from the lockbox at the beginning and return them at the end of service. However, if you do have sets of keys which could be held by us permanently, this would be preferred as a backup to using the lockbox.
How many sets of keys do you need?
Two sets of keys are the minimum requirement if you wish to use our housekeeping and check-in services - there should also be 1 set of keys for your guests which remain in your home when guests check out.
Will you give my guests your set of keys?
Ideally, no. We find that everything runs a lot smoother if Hostmaker can retain 2 sets of your keys with your guest’s keys remaining in the home. We appreciate that this is sometimes not possible, if this is the case for you, please email firstname.lastname@example.org to discuss how we can coordinate your keys.
We can collect keys between 8am and 8pm at a £20 collection fee - you can add this request to your booking when you book online. You can also arrange to take the keys to:
Safestore Pentonville Road
Unit 1016 // Hostmaker
79-89 Pentonville Road
Can you collect keys from my concierge?
Yes! Please give your concierge permission to release the keys to Hostmaker and we are happy to collect them at the beginning and end of services. We cannot guarantee which housekeeper will be coming to your home so please ensure the concierge is happy to release the keys to any of our team. However, if you do have sets of keys which could be held by us permanently, this would be preferred to using the concierge.