Cleaner added two extra hours, I didn’t want her to

[Dontyoufeellikecrying]

I have two cleaners who come every fortnight for two hours (so 4 hours cleaning total) it’s with a company, so I don’t know if the same cleaners come each time (I’m out at work)
A few weeks ago, when I came home, the house wasn’t cleaned as it normally was, it wasn’t horrendous but definitely not the same care as is usually taken.
When it was time for them to clean again, I sent a quick WhatsApp asking politely if she (owner of the company) could make sure the whole house was cleaned properly-windows properly etc. She replied by saying that for the whole house they’d need to do 6 hours not 4. I replied saying I just wanted it cleaned thoroughly as it usually is, with windows cleaned properly etc and didn’t need 6 hours, it was left at that.
The next time they cleaned, it was great and back to the way it had been in the past, she texted a few hours later as usual to ask how it all was, I said it was perfect and thanked her.
This week I sent a normal WhatsApp asking if they could clean this Friday, she sent back that she’d check the times (normal occurrence) and said that they cleaned 6 hours last time so price was x amount.
I didn’t understand, so sent back saying but I didn’t ask for 6 hours and she sent my text message to me saying about the windows and she said I asked for the windows to be cleaned, so I said yes, I asked because the last time, downstairs in particular and the windows weren’t like they normally were in regard to cleaning and I didn’t know if they had different cleaners or something but that it wasn’t as clean as it usually was.
She hasn’t replied 🤷🏻‍♀️
So now I don’t know if they can clean this week, don't want to or what?
Also, should I be paying for the six hours when I hadn’t requested it? Was it just crossed wires?
Bit annoyed as the supposed extra two hours cleaning wasn’t massively obvious, it was lovely and clean, but like it had always been before when four hours.

It is the exact opposite, you pay the hourly rate for a person - otherwise the fee would be based on total rooms or sq ft (which it isn't)

The person might be slow but that is the risk you assess and take on when contracting with a cleaning company

I'd text

"Can you clarify you are saying I need 6 hours of cleaning now to receive the same standard of cleaning I use to get for 4?"

That way you'll either get a yes and can say in that case you want 4 whilst you investigate if other companies can offer what you want or they'll realise what's happened and come to an agreement with you.

But I wouldn't want to pay for 2 hours extra to receive what I was previously. Perhaps compromise at 5 - but even then they should have approached you before hand saying it wasn't enough time for what you wanted.

But 2 hours is a BIG difference.

Plus if you aren't home they could be trying it on and they aren't there all that time at all! (Is it 2 cleaners for 2 hours making 4)

You simply need to have a verbal conversation with them to clarify everything and then you can decide to move to a different company if you are still unhappy with what they offer.

Endless messaging is not going to get you anywhere....

I'd only pay for the 4 hours I'd asked for and not have them back, find someone else that isn't taking the piss.

Another possibility is that the cleaning company told the cleaners to slow down so they can fleece you for more hours. I used to work for a woman who used to pull that kind of thing.

Not sure if I’ve missed anything but maybe you should have complained or let her know that the last time it wasn’t cleaned up to the usual standard and you were trying to assure it would be back to the normal good standard next time.

I think that's exactly what she said but they said she'd need to pay for 6 hours to get the same standard now
Odd isn't it @Tillsforthrills
I'd be looking for new cleaners I think

I think your mistake was in your messages - not explicitly saying you weren't happy with the standard they'd cleaned in that one isolated instance.
They've assumed you're happy with what they've done but you want a deeper clean in future, which will take more time. You're saying you're not happy with that one occasion and can the same job be done to usual standards in future. Also made more complicated by this company's refusal to communicate by message, or only reply when they want to.

I'd be tempted to just find a new cleaner who doesn't work for a company, who you can deal with directly.

Are cleaning companies really struggling at the moment? Because we've been scammed twice recently (doing much less and charging much more than agreed and doing it in a really underhand way). We were also quoted over £200 for a 4 hour surface clean for a 4 bed house?

Used to pay £15 per hour plus agency fees for 3 hours of cleaning and that's what we got. It's been really difficulty to find anyone now.

If you aren’t there when the cleaners are around, are you sure they were only taking four hours? Do you have a ring doorbell or any cctv that proves they were there? I say this because maybe they each took an extra half hour but didn’t say anything because you were a nice client. So that extra time has now been rounded up and would be an extra 2 hours.

I would phone the agency, and say that you have been paying for four hours for over a year, and that you have been very satisfied with the lovely service. However, the time before last, the standard of cleaning was very noticeably not up to the same standard and you were concerned. You are very surprised that they are now saying they require an extra two hours of work to maintain the previous level of service, and can they clarify how they have reached that decision. Also, are they new cleaners?

Ultimately they should have contacted you if they could no longer clean your house within the time scale agreed, and given you the opportunity to negotiate.

Perhaps the company were paying shit money down to their cleaners and the good ones have left/threatened to leave?

Instead of charging customers more per hour the company are charging for more hours to do the same work. Cleaners get to take longer to do the job and get paid a little more?

Well, she’s not texted me to let me know about tomorrow…🤷🏻‍♀️

Well, she texted before, usually leaves it very late and I have to text her to check if she can come, I didn’t this time. She said they can’t do tomorrow but can on Monday if I needed…no talk of how much I will owe (I pay all days at the end of the month)
So, who knows 🤷🏻‍♀️

Can you not manage a phone call to discuss your concerns?