How does the recurring discount work? + −
If you book recurring service, the discount will be applied after the first cleaning service.
Do you offer discounts for regular customers? + −
Yes we do. If you book a regular clean with NLZ Cleaning you can get:
- 5% discount for a monthly clean
- 5% discount for bi-weekly clean
- 10% discount for a regular weekly clean
How do I edit a booking? + −
It is simple to edit your booking online. So if you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean we can accommodate that request. If you wish to edit your booking less than 24 hours before your clean then please call the Customer Service Team at 443 492 9552.
What happens after I make a booking? + −
Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through. We will then assign our best available cleaning team to complete your house clean. Once we have assigned a cleaner we will send you another email with their name so you know who to expect. We also send text message and email reminders to you before the clean, to make sure you don’t forget!
Can I make a special request? + −
Absolutely! We put you in control so if you have got a particular product you would like us to use in your kitchen or a precious item you want us to avoid when dusting just include the information in your booking. We will then pass these details onto the cleaner.
What cities do you clean in? + −
At the moment our cleaners work hard in all of Nassau County, Queens County and the Western half of Suffolk County. Take a look at our cities pages to see a list of the cities where we clean. If you don’t see where you live on these pages just get in touch at support@nlzcleaninglongisland.com and we will let you know if we clean in your area or when we plan to start to cleaning there.
Can I book for any time? + −
Of course! We put you into control so you will be able to view and select available appointment times from our online calendar.
Can I book a regular clean? + −
Yes, of course! Just select the frequency of your clean, monthly, bi-weekly or even weekly, when you make your booking. To say thank you we will even offer you a NLZ Cleaning discount for booking a regular service. After your first booking your future appointments will be automatically booked in so you can expect your cleaner at the same time every week or twice a month.
Can I make a same day or last minute booking? + −
Of course! We are really proud of the fact that we can book you in for a clean on the same day (our record was being able to find a cleaner for a job on a Saturday afternoon in just 50 minutes!). Just give us a call on 443 492 9552 and we will book you in for that short notice clean at a time that suits you. While not guaranteed, we’ll do our best to get someone to you fast at a moments notice!
How do I amend or cancel my booking? + −
It is simple to amend or cancel your booking, you can either login to your account or please email us at support@nlzcleaninglongisland.com and we will take care of your request. Please contact us by 5pm the day before your cleaning if you wish to cancel your booking otherwise there is a $70 late cancellation fee.
Do I need to enter my card details to book? + −
Yes. We need to take payment information to book your appointment, but your card will not be charged until after your cleaning has been successfully completed. Guaranteed.
What if I don’t want to book online? + −
That’s ok if you don’t want to book online – we have a dedicated Customer Service Team here at NLZ Cleaning so just give them a call on 443 492 9552 or email us at support@nlzcleaninglongisland.com and leave your number and one of the team will call you back.
Do you serve on weekends and bank holidays? + −
Yes, we do!
Can I amend or cancel an existing booking? + −
Yes, of course – please email us at support@nlzcleaninglongisland.com and we will confirm the cancellation or amendment within 1 Business Day of receipt of your email.
If you request for a booking to be amended less than 48 hours prior to the scheduled start time of the service, then you will be required to pay additional charges (which could be up to 100% of the service fee). Services cancelled less than 48 hours prior to the scheduled start of the service will not be refunded.
I have a last minute Airbnb booking and I want to book service – What do I do? + −
We would love to try and accommodate those unexpected bookings on Airbnb! If you want to book a service within the next 48 hours please email us at support@nlzcleaninglongisland.com and we will get back to you within 24 hours to confirm whether we can accommodate your service request.
How do I know my booking is made? + −
When you make a booking on our website, you should get an automated confirmation email setting out the details of your booking. If you do not receive this email please do get in touch with us at support@nlzcleaninglongisland.com – we can then investigate whether the booking has been held up due to technical issues or the payment not being received.
How do I make a booking? + −
Services must be booked online at https://www.nlzcleaninglongisland.com/ via email support@nlzcleaninglongisland.com or via phone 443-492-9552 and must be paid in advance.
You can book multiple services in one session. Remember that our calendar gets booked out pretty quickly during peak months (Easter, Christmas and summer) and on peak days such as Friday. You can secure a slot by booking early.
What are the charges for Check Ins? + −
A Check in booked for anytime between 8am and 9pm will be charged $45. Check ins between 9pm and midnight will be charged $90. Check ins after midnight can be arranged upon request.
How does Flexible Pricing work? + −
You give us flexibility of schedule and we give you discounts – up to 10% off the full price! If you book a service to start at a fixed time on a given day, you will pay the Full Price indicated above.
All Day Flex implies full day flexibility i.e. you make a booking for a particular day and then allow us to start our service anytime between 8am and 6pm on that day. AM Flex works well if you need your apartment to be ready in the afternoon – our housekeeper will come to your home and start service anytime between 8am and 12pm. Similarly, the PM Flex means that your service will start anytime between 12pm and 6pm.
What is the cost of housekeeping + laundry service? + −
Our standard service fees are as follows:
| Number of Bedrooms | All Day Flex Price | AM Flex Price | PM Flex Price | Full Price |
1 | $81 | $84 | $87 | $90 |
2 | $99 | $103 | $107 | $110 |
3 | $117 | $122 | $126 | $130 |
4 | $135 | $141 | $146 | $150 |
Laundry is flat $30 and includes all used bedding and towels.
The prices above are based on the assumption that each bedroom has only one bed/sofabed. Additional beds will be charged an additional $20.
What if my guests haven’t left when your housekeeping team arrives? + −
We always recommend telling your guests a check out time if you have housekeeping booked in. If they have not left yet, we will contact you to let you know. Our team is happy to work around packed luggage, but if the guests possessions are all over the home, and the guests are not there to pack them away, we may not be able to service your home. We will always contact you if that is the case. If we cannot reach you, our team will wait for half an hour, if they still aren’t able to start they will leave. Please note, if you book AM or all-day flexibility, your service may be at 8am so it is important to ensure your guests have left or are warned they will need to let the housekeeper in to start the service.
Can you do back to back bookings? + −
No problem! Book your service for the first set of guests check out time, and we’ll have the place turned around in no time.
When should I book a check in for? + −
Please always book your check-ins for the time your guests will arrive. Our team always aim to arrive at least 15 – 30 minutes earlier than the check-in time in order to check the heating, wifi and general condition of the home. If you have the guests travel details, we generally recommend allowing at least 30 minutes (domestic) – 60 minutes (international) from the scheduled flight landing time for guests to leave the airport, then allow the usual travel time from there.
What if my guest is running late for check in? + −
Our team will wait for up to 90 minutes for your guests to arrive from the time you book the check-in. We appreciate that travel plans can go awry, and we ask that you and your guest keep us updated if they will not arrive within the allocated 90 minutes. If your guest runs late and does not give us more than 2 hour warning, we will have to charge an additional $35 per hour of waiting time. If your guest has not replied to our check-in team’s texts and calls and is running late for 60 minutes, we will call and email you to notify you of the situation.
Will the Welcome Pro be a point of contact for the guest? + −
On the day of the check in, the welcome pro will contact your guest via text/Whatsapp to check whether the guest is on their way and is not lost! But before and after the check in, please do ensure that your guest knows that you are their point of contact and not the welcome pro.
What does a check in service include? + −
A Check in service buys you 90 minutes of waiting time with one of our lovely welcome pros. They will greet your guests, show them around the flat, provide any instructions that you have given to us about the property such as Wifi and operating the TV and also give them some great local tips! Please let us know these details by forwarding us your House Manual or general guidelines ahead of your guests’ arrival.
Can I make special requests for housekeeping service? + −
Please feel free to add booking notes when you make your booking and our team will follow the requests and instructions when they are servicing your home. Do ensure that the instructions are precise and easy to understand and do not involve anything that is not included in our service offering (See section on Services).
Can you wash my sheets and towels? + −
Yes, we offer a laundry service so we will wash your sheets and towels. Freshly laundered linens are part of our housekeeping service.
Can I book laundry on its own? + −
Yes, we can just handle your laundry for a flat fee of $50 for pick up and drop off of bedding and towels.
What do I need to provide? + −
You will need to provide a vacuum, toilet brush, a bucket and a mop. Top tip – invest a good quality vacuum as the cheaper varieties break or lose their suction very quickly. We recommend a Shark brand vacuum if you have thick carpets and a O-Cedar Microfiber mop. Our housekeepers will thank you for it!
We will also need 1 set of keys if you are booking housekeeping service only and 2 sets if you are planning to book housekeeping and check in services. If we only have 1 set of keys and need to do housekeeping and check in on the same day, there may be an additional charge for transporting the keys
Do you provide cleaning products? + −
Yes we most certainly do! Our housekeepers will come equipped with basic surface cleaners – nothing fancy. If you want us to use special cleaning products for your apartment, just make a note when making a booking.
What do your Housekeepers not do? + −
We do not promise a set amount of time per service. In other words, when you book with us, you get a service (outlined above) but not a set number of hours of service. Our team will get your home guest ready and our focus is on presentation for guests – this means that within your service time, we will not provide deep cleaning.
For various reasons including insurance, our housekeepers will not be able to help with the following items:
Oven cleaning (we will clean trays though),
Window Washing, Washing Walls,
Furniture Treatment,
Carpet Treatment or Deep Cleaning,
Cleaning of exterior windows, Animal waste removal,
Gardening & garden shed cleaning,
Garden and/or Patio cleaning,
Mould and/or bio-hazardous substance removal,
Industrial cleaning, The lifting of heavy furniture,
Cleaning surfaces above arms reach,
Cleaning of heavily soiled areas,
Extermination (insects etc.),
Yard work or garage cleaning
What’s included in your Housekeeping Service? + −
NLZ Cleaning’s pay-as-you-go Housekeeping Service is specially tailored for Airbnb hosts. Our fully trained housekeepers will do a full service clean of your flat (service times depends on the size of the flat), make the beds up in fresh linens, replenish amenities such as toilet roll, shampoo and shower gel, tea, coffee and sugar. Trust us, when we are done with your home, your guests will give you a 5 star rating!
When we clean a flat after a guest leaves, our housekeepers will try and provide a heads up on any obvious and substantial damages caused by the guest. That said, we can’t promise to report every mark, stain or scuff as it is unrealistic to provide a full inventory in the time allocated.
Can I leave my keys with my cleaner? + −
Of course, if you book a regular clean with us we will always assign the same cleaner to the job. If you would like to leave your keys with your cleaner they will keep them secure for your next clean.
Do I need to be home for my booking? + −
No you don’t need to be home while we clean your house. If you would like to leave the key with a neighbor or somewhere secure. Just add instructions when you make your booking. On your first clean with NLZ Cleaning we do like you to be home so you can show us around your property and point out any areas that you would like us to focus on but we understand that isn’t always possible.
How much insurance do you have? + −
We have $1,000,000 public liability insurance. That way you have total peace of mind that your home and belongings are protected. If you have any questions about our policy please email support@nlzcleaninglongisland.com
Do you have insurance? + −
Oh yes! Our comprehensive insurance coverage delivers total peace of mind. We have made sure that trusting us with your home is as risk free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.