On this page
Reply the same day
A quick, calm reply matters more than a perfect one. Don't explain why it wasn't your fault before you've heard what happened. Thank them and ask for the details.
Text or email to the client
"Thanks for letting me know, Sam, and I'm sorry it wasn't right. Could you tell me which rooms or spots were missed, and send a photo if you can? I'd like to come back and fix it."
Ask what, where, and for a photo
"The bathroom wasn't clean" is hard to act on. "There's still soap scum on the shower screen" is easy. Specific details and a photo also show whether the problem was there when you left or happened afterwards.
- Which room, and which spot: the shower screen, the stovetop, the baseboards in the hall
- A photo, taken before anything else is cleaned or used
- When they noticed it: right after the visit, or a day later
- What they expected: so you can compare it with what was booked
Check it against what was agreed
Pull out the checklist or service terms for that home. Most complaints fall into one of four groups:
In scope, and missed
Apologize and offer a free re-clean of those areas.
In scope, but borderline
Partly done, not to their standard. Re-clean it or offer a goodwill gesture, and note it for next time.
Not in the agreed clean
Explain kindly that it wasn't booked, and offer to add it at its own price.
There before, or caused after
Permanent stains, damage, or mess made after you left. Explain what cleaning can and can't fix.
Go back and fix it
Published re-clean policies, such as this Adelaide cleaner's guide and DoorstepHQ's advice for cleaning businesses, describe a similar routine:
Book it quickly
Within a day or two.
Fix only what was missed
Not a second full clean.
Show the result
Walk the client through it, or send photos if they've agreed to photos.
Check in
A short message a day later.
Note the complaint and the fix in that client's file. If the same room keeps coming up, fix your checklist or training.
Re-clean, credit or refund?
Many cleaners offer a re-clean as the remedy, not money back, because it fixes the actual problem. Sometimes another remedy is fairer:
A re-clean
- Specific areas were missed
- The client reported it within your window
- You can get back in soon
A credit or partial refund
- The visit went wrong overall
- You can't get back in, or the client doesn't want you back
- A one-time goodwill gesture for a good client
Put your re-clean policy in writing
Without a written policy, every complaint becomes a negotiation. Published policies commonly give clients 24 to 48 hours to report a problem, and one London company's terms allow one re-clean per booking.
- A report window, such as 48 hours
- A photo of the problem
- Only the missed areas
- One re-clean per visit
- No pre-existing stains or damage
- No services that weren't booked
For your service terms
"If anything in your agreed clean was missed, tell us within 48 hours, with a photo if possible, and we'll come back to re-clean those areas at no charge. This doesn't cover pre-existing stains or damage, areas we couldn't access, or services that weren't booked."
Put it in your service terms, booking confirmation and invoice. The Cleaning Business Client Forms Pack has service terms with a re-clean section and a quality inspection report.
When the complaint is a Google review
Sometimes the first you hear of a problem is a low-star review. When you respond to a bad Google review, keep it short and calm, and take the details offline. Future clients read your reply too.
Response from the owner
"Thank you for the feedback, Sam, and I'm sorry the bathroom wasn't up to standard. I'd like to put it right. Please call or text me on the number on your invoice so I can come back this week."
- Don't argue the details in public
- Don't share anything private about the client or their home
- Offer the same fix you'd offer privately
Stop the next complaint
A final walkthrough with the checklist, and a client initial or a photo of the ticked list, settles most "was it done?" questions before they start.
Free room-by-room cleaning checklists
Standard, deep clean and move-in/move-out checklists with a date, cleaner, time and client-initials line, for the final walkthrough.
Get it free on Gumroad Enter $0 at checkout.Have helpers? The Hiring & Training Kit has a training sign-off by room and a quality score sheet.
Frequently asked questions
Do I have to give a refund if a client isn't happy with the cleaning?
Your written policy decides most cases. Many cleaning businesses offer a free re-clean of the missed areas first, rather than money back. Consumer rules vary by location, so check yours.
How long should a client have to report a problem after a cleaning?
Published re-clean policies commonly use 24 to 48 hours. After that, the home has been lived in, and it's hard to tell what was missed from what happened later.
Should I re-clean the whole house for free?
No. Go back for the specific areas in the agreed clean that weren't done to standard. A missed stovetop means re-cleaning the stovetop, not the whole home.
What if the client complains about something that wasn't in the agreed clean?
Say so kindly, without apologizing for work that wasn't booked, and offer to add it next time at its own price: "That wasn't part of today's clean, but I'd be glad to add the inside of the oven next time."
What if a client complains after every visit?
Have them initial the checklist after each visit, or send a photo of the ticked list, and keep notes. If nothing meets their standard, end the arrangement politely, with the notice your terms give.
Going further
The Cleaning Business Tracker (Excel + Google Sheets) shows your real $/hour on every home, so you can see what re-cleans cost you. The Client Forms Pack puts your service terms and quality inspection report on paper.
Disclosure: the templates linked here are made and sold by this site's shop. ReplyDesk is a sister service with the same owner. This page is general information, not legal advice. Consumer rules vary by location.