I do not understand, nor will I ever understand, anyone who agrees to provide a cleaning service then agreeing to turn up at an exact time. Only on MN have I ever known people expect it, because in the real world every independent cleaner and cleaning business owner I have ever met (and I have met so very many in almost 22 years of cleaning other people's homes professionally) has agreed a time-frame in which the work has to be done.
Fair enough if someone books X number of hours then the cleaner is legally obliged to be in attendance for that time, but more fool anyone who agrees to be somewhere on the dot - a cleaning service, where multiple homes are cleaned by the same people, cannot realistically tie itself down so tightly, as there are too many things that can get in the way of it being so. }
Now, I am not saying there haven't been times where a client has contacted me to say that they would like me at their home for a certain time to let a another tradesperson in to do some work, or to be there so that they can go out, if it is that I don't have keys, but by & large people tell me what sort of time suits them, and I go within that time-frame. if it's people who go out to work, they pretty much always want me to clean on the days they are not there and will tell me the earliest time I can arrive, and the latest time I must have left by. Betwixt that it's up to me to manage my bookings.
The other point is the age-old problem of cleaners not staying for the length of time they have been hired for. When I started in this industry, there was growing shift towards clients paying for "the job" and not the hours taken to do the job, particularly when the service provider was bringing with them all the tools and cleaning products to "the job". An in-house consultation would take place with the potential new client, during which time the client would outline what they needed and the service provider would tell them what they could offer & to what standard, and provide an all-inclusive price for turning up and providing that service. In the event of a complaint, a customer has no right to complain about the time spent doing the job, or how what time cleaners showed up, or what time the cleaners spent doing non-cleaning things, but they have every right to complain about the quality of the service and the cleaning which did or did not take place.
While the likes of Molly Maid and Merry Maids have stuck rigidly to this way of doing business, many independents still charge per-hour, as this is the only measurable way they can do it, seeing how cleaners and quality of cleaning work varies dramatically. It makes me ever so sad as I have always, always been a huge advocate of per-job pricing (I couldn't tell you the last time I -as a customer- paid for anything on an hourly rate as everyone seems to charge for the work they do, whether that's my accountant or the man who came just after Christmas to decorate my bedroom).
The use of the telephone where clients are around is, in my opinion, poor, but others may disagree. I will frequently use my phone with my headphones in if it is that no customers are in the house, or in rare instances with their permission and only if I can be working in part of the house where I cannot be heard. However, using the phone does not impact the quality or quantity of the work I do.
OP, you need to find a cleaner who charges you for the work they do and not the time you have booked, and you should also reconsider the pressure you put on them for a 9am start. An independent cleaner works for themselves and one who works for a company works for the company owner - in both cases you are the client and not the employer. People tell me their preferences, but as my own boss, I have the final say. If I cannot do what they want, I tell them so. They can only say no or compromise.