Handle your cleaners' requests
Reply to the requests sent from the cleaner area, extra time, missing linen or a cleaning that was not scheduled, with the help of the clock-in and the photos.
The video for this guide is coming soon.
A cleaner spent more time than planned, some linen is missing, a cleaning was not on the schedule: they send you a request from their phone. This screen brings all the requests together and shows you, for each one, the planned time, the clocked time and the photos. Allow one minute per request.
To see what the cleaner does on their side, read Make a request.
Read a request
Step by step
- 1
Open the Team › Requests menu. The “To handle” list appears.
- 2
If needed, filter by “Cleaner”, “Type” or “Property”, or change the sort order: “Newest first”, “Oldest first” or “Largest gap first”.
- 3
Click a request. Its details open, with the lines “Planned”, “Clocked” and “Requested”.
- 4
To see the photos of the job, click “Photo report ›”. To open the job, click “View job ›”.
| Type of request | What the cleaner is reporting |
|---|---|
| Time spent | They took more or less time than planned |
| Linen or supplies | Linen or supplies are missing, or there are too many |
| Cleaning done, not scheduled | They did a cleaning that was not on the schedule |
| Cleaning scheduled, not done | A cleaning on the schedule could not be done |
| Other | Everything else, with their explanations |
Accept a request
Step by step
- 1
Open the request.
- 2
Under “Accepted duration”, choose the “requested” time, the “clocked” time, or “Other duration” to enter your own.
- 3
Under “Client billing”, tick “Bill the difference to the client” if the client must pay for this extra time. This part only appears if it applies to you.
- 4
If needed, write a “Message to the cleaner (optional)”.
- 5
Read the sentence that starts with “If you accept:”: it gives the time recorded for the cleaner and the difference against the planned time.
- 6
Click Accept. The message “Request accepted, the cleaner has been notified.” appears and the request moves to “Accepted”.
Refuse a request
Step by step
- 1
Open the request.
- 2
Click Refuse. The “Reason for refusal (required)” part appears.
- 3
Choose a reason: “Already counted”, “Clock-in too short”, “Outside the job” or “Other”.
- 4
With “Other”, write the “Message to the cleaner (required)”.
- 5
Click Confirm refusal. The message “Request refused, the cleaner has been notified.” appears.
Cancel a reply
Do this when you accepted or refused too quickly.
Step by step
- 1
Open the “Accepted” or “Refused” tab.
- 2
Click the request.
- 3
Click Cancel the reply (back to “To handle”). The “Cancel this reply?” window opens.
- 4
Click Cancel the reply. The request goes back to “To handle”. If time had been written on the job, it is removed.
Let the software reply on its own
Step by step
- 1
At the top of the screen, click Rules. The “Request rules” window opens.
- 2
Switch on “Accept automatically” so that extra time confirmed by the clock-in is accepted without you.
- 3
Switch on “Missing linen or products” so that these requests are simply noted.
- 4
Click Save. The message “Rules saved” appears.
| Rule | What the software does |
|---|---|
| Accept automatically | Accepts extra time confirmed by the clock-in to within 10 minutes, up to 1 hour. The request arrives in “Accepted” with the label “accepted automatically” |
| Missing linen or products | Notes the information. The cleaner receives “Information noted”, with no decision to make |
Frequently asked questions
Is the cleaner told about my reply?
Yes. They are notified as soon as you accept or refuse their request.
Can I go back on a request that was accepted automatically?
Yes. Open it in “Accepted”, then cancel the reply: the request goes back to “To handle” and the time written on the job is removed.
What should I do with a cleaning that was done but not on the schedule?
Open the request, then click “Add the cleaning to the schedule, then accept”. The cleaning is added to the schedule before the request is accepted.
How do I spot the requests that have been waiting a long time?
Sort by “Oldest first”. A request left unanswered carries the label “No reply for … h”.