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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Self catering holiday cleaning

55 replies

jellybaby10 · 30/10/2021 21:44

I got back from my holiday today where I paid a £200 damage deposit. We received an email this evening to ask how a mattress had become stained when it had a waterproof mattress protector on. I replied by saying that I did not know as that room wasn't even slept in as we stored clothes(clean and dry) in there.

We were also told that If we wanted to return them next time to Hoover more often. We did sweep floors regularly and vacuum as I'm mindful as I have a Labrador that I know she'd a lot. She had her own bed and blankets too.

It's made me feel like it's spoilt the end of our holiday as I'm worrying whether the deposit will be repaid.

Upon leaving we stripped all beds and put dirty sheets in black bags as asked of us and swept floors and wiped down fridge. We also emptied all bins and recycling. When we left I thought it looked presentable. Checkout time was also 9am.

What is a reasonable amount of cleaning when self catering? There is no way i'd leave somebody's property in a mess

OP posts:
stonebrambleboy · 30/10/2021 22:09

If you want to return you need to Hoover more often?? What a bloody cheek.
I'm sick to death of arriving at holiday cottages that cost a bloody fortune and spend the first two hours cleaning the fridge/ micro wave/ oven/ cutlery drawer. I once opened a cupboard with a pan in it containing left over baked beans. I'm not sure what you can do to get your full deposit returned. Did you book privately or through a company?

Original poster
jellybaby10 · 30/10/2021 22:15

We booked through a company but the woman who emailed us is the owner of the accommodation who must have gone in to clean it when we left. I was actually pleased with how we left the property and we didn't even break so much as a glass which with 3 children i was expecting at least one of them to break a glass or something similar.

OP posts:
RepentMotherfucker · 30/10/2021 22:22

I had this once. We literally had left the place spotless. I wondered if the cleaner had been late or something and they had had a complaint from the next family and blamed us. It was bizarre. IIRC they said we had been smoking which we absolutely hadn't!

We then had an email from the owner saying she was in tears at how it had been left. I emailed her and said I was sorry she was distressed and did she have photos or something so I could see the problem.

I never heard back from her. So so weird... Confused

Original poster
jellybaby10 · 30/10/2021 22:28

I think I may ask for photos if I struggle to get my deposit back. I didn't even notice when I stripped the beds but I did say to my husband that the woman even said she had a waterproof mattress protector on so why didn't it protect? Like I said that room wasn't slept in anyway.

My husband had a feeling we'd have problems as when we got there we were told to not use the washing machine too much! I booked it because it had a washing machine.

OP posts:
Jellykat · 30/10/2021 22:35

Shes taking the piss, guests do not have to hoover, thats what cleaners like me are paid to do! Was there a cleaners fee included in the price?

Also how could the mattress be stained if it had a waterproof protector on? I reckon it was stained before, stand your ground.

stonebrambleboy · 30/10/2021 22:37

Contact the company and complain. This owner may have form.
Don't use the washing machine too much ! Ridiculous.

Babymamaroon · 30/10/2021 22:38

Fuck that for a game of soldiers.

Don't re-book and challenge everything she says.

Original poster
jellybaby10 · 30/10/2021 22:39

Thank you. That's what I was thinking when she mentioned the waterproof mattress protectors. I won't be going again. Pity as it was a lovely place and I thought everything was ok. It didn't say anything about a cleaning fee just the £200 damage deposit.

OP posts:
Cakecrumbsinmybra · 30/10/2021 22:39

Upon leaving we stripped all beds and put dirty sheets in black bags as asked of us and swept floors and wiped down fridge. We also emptied all bins and recycling. When we left I thought it looked presentable. Checkout time was also 9am.
I'd be really happy if you did this in my holiday let, you sound like fantastic guests.

Original poster
jellybaby10 · 30/10/2021 22:42

I will contact the company if she with holds the deposit. I probably will anyway to be honest just to mention what she said.

OP posts:
Larryyourwaiter · 30/10/2021 22:43

I might Hoover if we had made a particular mess or maybe a quick go over. I wouldn’t make a particularly good job of it. That’s why cleaners go in.
I’m sure that’s why centre parcs is so grubby, the rely too much on the last occupants cleaning and the cleaners doing a quick once over rather than a ‘clean’.

Jellykat · 30/10/2021 22:46

I agree with Cakecrumbs, stripping beds and putting in black bags are part of Covid guidelines and normal atm.. but emptying bins and wiping down fridge is not the norm, i'd be happy if you did that for me.. 10.00 a.m checkout is the bog standard time, 9 a.m is bloomin' early, never heard of that!

weebarra · 30/10/2021 22:53

We were in Northumberland for a week for Scottish half term. We were asked to exit by 9am and also to mop floors as we had a dog. We always strip the beds.

Mosky · 30/10/2021 23:06

I've used UK holiday lets in last two years after a lifetime of going abroad. £2000+ for a week, late check in and stupidly early checkout "to allow for extra covid cleaning". And then they have the cheek to expect you to clean as well!

Cosyblankets · 30/10/2021 23:11

I don't think I would strip a bed that had not been slept in to be honest

Viviennemary · 30/10/2021 23:13

I think you should wash up. And quickly hoover and sweep round. And that should be enough. They should be paying for cleaners after each persons stay.

Twofurrycatsagain · 30/10/2021 23:21

I've had 3 short self catering breaks this year. All of them have had an earlier check out than normal for 'covid cleaning'. The instructions were all pretty similar: towels in the bath, beds stripped, rubbish out, washing up done. I also wipe down kitchen sides, put anything we've moved back in the right room. Not once did I hoover. Nobody has complained and one messaged me to say thanks for leaving it so neat.

Mantlemoose · 30/10/2021 23:22

I treat sc as I would a hotel. I empty the fridge, rinse out diahes used and make sure toilet bowl is clean. Apart from that nothing. That why a cleaning fee is charged surely?

Davros · 30/10/2021 23:28

We don't give any extra instructions "because of Covid", in fact we don't give any cleaning instructions at all. Cheeky bastards! Are you sure you've actually paid a deposit? I thought it was an option after a stay if there was a serious problem. Otherwise it's never a collected.

Davros · 30/10/2021 23:30

And we don't take a cleaning fee although we pay for the cleaning every turnover, provide welcome pack, essentials pack, access to e yea basic supplies

VeryLittleOwl · 31/10/2021 08:32

@Jellykat

I agree with Cakecrumbs, stripping beds and putting in black bags are part of Covid guidelines and normal atm.. but emptying bins and wiping down fridge is not the norm, i'd be happy if you did that for me.. 10.00 a.m checkout is the bog standard time, 9 a.m is bloomin' early, never heard of that!
If it was booked through Cottages.com or one of the other brands in that group (Hoseasons etc.) then if a property has signed up to their Safer Stays scheme, check out is automatically moved to 9am and check in to 5pm.

OP, I've got a couple of holiday lets and I'd have been very happy to find it stripped and swept with the bins emptied. I would NEVER send a guest a message like that, if someone leaves it in an absolute state they just quietly go on the list of guests I won't have back and we'll be unfortunately full if they try to book again.

FreedomFaith · 31/10/2021 08:41

Wait til you get your deposit back, or whatever you get back from the imaginary problems, then leave an honest review. Place is nice, lovely home, lovely views, however the owner is bat crap crazy and can see stains and dirt no one else can, so chances of a full deposit back is slim.

Original poster
jellybaby10 · 31/10/2021 08:46

We didn't pay a cleaning fee but we did pay £25 for the dog. Would this be classed as a cleaning fee?

OP posts:
Original poster
jellybaby10 · 31/10/2021 08:48

Yes we paid a deposit as we paid it via a bank transfer.

OP posts:
GetInThereLewis · 31/10/2021 08:53

I clean holiday lets, and everything you have done should MORE than sufficient. A rude undeserved comment from the owner imo.