Frequently Asked Questions
General
How to get started with Mama Rose. Our booking process is personalized, simple, and takes four easy steps.
Step 1: Customize your service, and tailor the cleaning to your home.
Step 2: Get a quote instantly through our online booking form.
Step 3: Pay securely. Our payment processor SunCash uses a 100% secure encryption.
Step 4: Set up regular cleanings with your favorite cleaner. Once we have matched you with a certified cleaner, you can set up a weekly, biweekly, or monthly schedule.
We currently cover all of Nassau, Bahamas.
You can customize your cleaning and see the pricing instantly on our booking form.
After you would have selected your cleaning service and any extras, you will see an option at the next step to “Repeat this Appointment”. Once selected, you can schedule additional appointments at your most convenient frequency. We offer a 15% discount for four or more repeated cleaning services. (eg. If you subscribe biweekly on January 1, your next appointment would be on January 15th). If changes need to be made to the additional appointment dates, you can make them at this step.
We offer a 100% Happiness Guarantee on our cleanings. If something is not up to standard, let us know within 24 hours, and we will return no later than 3 days to re-clean the problem area for free.
In order to provide the best cleaning experience possible, we need time to prepare our cleaners to ensure that they are fully equipped for the job. For this reason, we ask our customers to give us at least 24 hours before canceling an appointment. Cancellations made within 24 hours of the appointment, will incur a charge of 50% of the service amount.
Tipping is not required but is certainly appreciated by our cleaners. You will receive an email within 24 hours after your cleaning service which allows you to rate your cleaner, leave a review, and also leave a tip!
Cleaning
To ensure your service goes smoothly, we suggest that you:
- Communicate openly and clearly with your cleaner when giving instructions.
- De-clutter your home (by clearing counters and tables, putting away toys, clothes and accessories, securing valuables, etc.)
- The less time the cleaners spend decluttering your home before they can actually clean, the better your cleaning experience will be. Please Note: Extreme clutter/Hoarding is considered an exclusion.
- Performing a walkthrough at the beginning and end of each appointment. This eliminates any gray area and sets clear expectations for both you and your cleaner.
- Make sure you indicate any areas you would like cleaners to focus on (or avoid altogether), whether in person or by utilizing the customer notes.
- Remember, each customer has different expectations. To make sure yours are met, make them clear to your cleaner.
A deep clean is a thorough and detailed type of cleaning. It’s for customers who haven’t had their homes professionally cleaned in the past 30 days. This allows our cleaners additional time to thoroughly clean your home. On our first visit, we usually spend a bit more time to allow the teams to familiarize themselves with your home.
Bedroom, Living Room & Common Areas
✔ Dust all surfaces (within reach)
✔ Wipe down all mirrors, glass fixtures and hard surfaces (within reach)
✔ Mop and vacuum floors
✔ Take out garbage & recyclables.
✔ Make bed and change linens (if provided)
Bathrooms
✔ Wipe down all mirrors, glass fixtures and hard surfaces (within reach)
✔ Mop and vacuum floors
✔ Take out garbage & recyclables.
✔ Wipe cabinets down (outside)
✔ Scrub and disinfect the toilet
✔ Scrub tub, sinks, tiles, and fixtures
Kitchens
✔ Wipe down all mirrors, glass fixtures and hard surfaces in reach
✔ Mop and vacuum floors
✔ Take out garbage & recyclables.
✔ Wipe outside of cabinets
✔ Wipe countertop, splash back, cooktop and range-hood
✔ Scrub sinks, tiles, and fixtures
✔ Wipe down appliances (outside)
✔ Clean inside the microwave
✔ Dust all surfaces (within reach)
Extras
✔ Inside oven
✔ Inside fridge
✔ Inside oven
✔ Laundry (Wash & Dry)
✔ Interior Windows
If your home is beyond a reasonable level of cleanliness. We will contact you to suggest adding additional time to your cleaning at a slight cost. You can also prioritize the areas you need.
There are some things that we can’t do… mainly because it could result in injury, and we want our teams to be safe!
- Cleaning of Chandeliers
- Wet Wiping of Light Bulbs
- Cleaning of Biohazards (Mold, etc.)
- Moving Heavy Furniture
- Animal Waste/Litter/Insects
- Heavy Scrubbing of Walls
- High To Reach Areas (More than a 2-step ladder)
- Washing of Exterior Windows
For standard and deep cleaning of your home, our cleaners will stay until they finish and within reason, but we aim to finish within 4 hours. For larger homes, post renovations, and hoarding, we will adjust the estimate of time and price for fairness.
For larger homes, and detailed cleaning, we will send two cleaners for efficiency.
You can request our cleaners to stay longer if their schedule permits and we will adjust the service duration once the cleaning is complete.
Yes! Your cleaning will be offered to the same team. It may be difficult to reschedule with the same cleaner depending on their schedule. If the cleaner is not available, we will send a substitute. To ensure you receive the same cleaner every-time, please keep your appointments unchanged.
We have teams that do 100% green cleaning. Simply select the green cleaning add-on when you schedule your cleaning.
You do not have to be home for the cleaning. Simply leave a key in a secure location, with your concierge, neighbor, or whatever is most convenient for you. During the checkout process you will have the option to leave detailed instructions for how our cleaners will access your home in the “Notes” field.
Of course! Our services are for all homes which includes Houses, Apartments, Condos, Townhouses, Penthouses, Studios, Mansions etc. Big or small, we have you covered!
Absolutely! Send us an email to support@mamarosecleaningco.com and we’ll provide you with instructions to customize your cleaning.
Getting Started
Please Note: If you have previously booked an appointment with us, please use the same email address.
Creating an account with Mama Rose is quick and simple. To create an account, follow these simple steps:
- Go to mamarosecleaningco.com and click “Login” on the top of the page
- Click “Sign Up” and fill in your personal details.
- Confirm your email address
Once you’ve created an account, you can select “Book Now” to schedule an appointment. To schedule an appointment, you will only need to add a valid credit or debit card during checkout to reserve your spot.
Did you forget your password? Follow these steps to reset it:
- Go to mamarosecleaningco.com and click “Login” on the top of the page
- Click “Forgot your Password?”
- Enter your email address and click Submit.
- Check your emails and follow the instructions to reset your password.
Trust & Safety
Security and trust is our #1 priority at Mama Rose.
As a result, all our cleaning providers are carefully selected.
All our providers have undergone a background check and an in-person interview and training program. Selection process includes, but not limited to, enhanced screening, background checks, and references.
We love animals, but they may not always love us. If you think your pet will be anxious around our cleaners, we would appreciate if you can make temporary arrangements for them while we are in your home. You can leave instructions for your pets in the comment boxes on our booking form.
For the safety of our teams, we cannot:
- Feed Pets
- Clean Cages
- Walk Pets
- and other related activities
Our online payments are processed through SunCash, an online payment gateway that uses a 100% secure encryption. We do not store any credit card information on our servers.
You should immediately reach out to our support team at support@mamarosecleaningco.com or call us at 242 – 810 – 6262. The satisfaction of our customers is of utmost importance to us so please be assured that we’ll try our best to resolve any claims as soon as possible.
Your credit card will be charged at the end of the day of your booking. If our cleaners didn’t show up or you were charged incorrectly, let us know and we will refund you immediately. Please don’t worry if you have been charged the incorrect amount or if the coupon has not been applied correctly. Get in touch with us and we will handle it in a timely matter.
If we are unable to process the payment and charge your card, we will send you an email as a reminder to update your card details.
You will receive your refund within 3-5 business days of the request and your credit will be made available to be applied immediately to a new service. Please don’t worry, your credits and refund will be handled in a timely matter.
