The Challenge of Cleaning in Short-Term Rentals: My Experience as a Host in Puerto Rico

Running a short-term rental business can be a rewarding experience, but it’s also full of challenges. One of the biggest hurdles I’ve faced in my four years as an Airbnb host in Puerto Rico has been finding cleaning staff who are both skilled and committed to meeting the high standards necessary to provide guests with an exceptional experience.

You've probably dealt with this issue too, I want to share my experience and the lessons I've learned along the way, hoping they can be helpful to you and other hosts.

The Problem: Not Everyone Has the Same Standards for Cleanliness

When I started managing my first property in Puerto Rico, I assumed that the people I hired to clean would have the same concept of cleanliness as I did. I thought a basic checklist outlining the areas to clean would suffice. However, I quickly learned that I couldn’t assume others understood the importance of attention to detail or would complete tasks with the same thoroughness.

In my first year, I trusted that everything was going well—until I visited my property after several months away. The unpleasant surprise? Mediocre cleaning had allowed the property to start deteriorating. That was my wake-up call.

Searching for Alternatives Doesn’t Always Work

I decided to change cleaning staff. I tried recommendations from friends and hired both cleaning companies and independent contractors. However, the issues persisted. Some people didn’t follow instructions, while others became upset when I pointed out areas where the work fell short of my standards.

I tried different strategies, such as:

1. Changing the Payment Model: I switched from paying a flat rate per cleaning to paying hourly. However, this led to staff taking longer without improving the quality of their work.

2. Allowing More Time Between Reservations: I stopped accepting same-day check-ins and check-outs to give cleaners more time. Even then, the work remained unsatisfactory.

3. Surprise Visits: To verify the quality of the cleaning, I began traveling to Puerto Rico unannounced. On many occasions, I found that standards weren’t being met, despite my efforts.

Attempts at a Solution: Direct Supervision and Clear Processes

After these experiences, I realized I needed to take a more hands-on approach. That’s why I decided to move back to Puerto Rico, enabling me to directly supervise cleanings and even perform them myself when necessary. My daughter Andrea, who is also my co-host, has taken on many of these tasks.

While this has allowed us to maintain the quality we aim for, it’s not sustainable in the long term since Andrea is a university student and I have other projects that require my attention.

To complement this direct supervision, I implemented several measures:

1. Detailed Checklists: I created a specific checklist that includes every detail, from how to clean the bathroom to inspecting corners for dust.

2. Cleaning Protocols: I established a suggested cleaning order designed to streamline the work and ensure nothing is overlooked.

3. Provision of Supplies: I supply all necessary cleaning products at the property, eliminating excuses related to lack of resources.

4. Direct Feedback: I let cleaners know that guests will receive a survey to evaluate cleanliness, emphasizing the importance of their role.

5. Initial Meetings: I meet with each cleaner to explain my expectations, stress how cleanliness affects reviews, and detail how their work directly impacts the success of my business.

What I’ve Learned

1. Constant Supervision: While having reliable staff is ideal, supervision is key to ensuring everything meets your standards.

2. Getting Directly Involved: Moving to Puerto Rico and being available to oversee or perform cleanings has been a temporary solution, but it’s not sustainable in the long run.

3. Assume Nothing: Establishing clear processes and tools like checklists and protocols is essential to align expectations.

4. Exploring Creative Solutions: Despite the challenges, I’m considering alternatives like training a dedicated team or exploring more personalized cleaning services that can meet the required standards.

In Conclusion

Cleaning is one of the cornerstones of success in short-term rentals. Although I’ve faced many difficulties, I remain committed to maintaining the quality my guests expect.

If you’re dealing with something similar, I’d love to hear how you’ve handled it. Join the conversation in the Entre Anfitriones Forum, where I share more details about this topic and where you can find recommendations from other hosts.

Would you like to learn more about my cleaning processes or share advice of your own? Let me know in the comments!

Thank you for reading! Let me know what you thought of this article, and feel free to write to me if you have any questions or recommendations for topics of interest.

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With Love,

Iris Andújar  

Super Host and Creator of Entre Anfitriones