5-Star Cleanliness Guarantee — Terms
Last updated: October 2026
We stand behind every clean. These terms explain exactly when the Hostkeyper 5-Star Cleanliness Guarantee applies and how to make a claim.
1. What the guarantee covers
If a guest gives your listing a cleanliness rating below 4 stars and their review names cleanliness as the reason, and the problem was caused by Hostkeyper's cleaning, we will:
- Refund the full cost of that turnover clean, and
- Pay you double the cleaning fee for that turnover as compensation.
Total compensation (refund plus double payment) will not exceed $1,000 per cleaning.
2. Eligibility
- Hostkeyper performed the turnover clean before that guest checked in.
- The clean was booked through Hostkeyper and your account is paid and in good standing.
- The property received a 5-star cleanliness rating on its three most recent guest stays before using Hostkeyper.
- Check-in and check-out happened at the times scheduled with us, and we had full access to the property.
3. How to make a claim
- Email hostkeyper@gmail.com within 7 days of the guest's review being posted.
- Include a screenshot or copy of the review showing the cleanliness rating below 4 stars and the guest's mention of cleanliness.
- Include the property address and the date of the turnover.
4. Re-clean within 4 hours
If a guest reports a cleanliness problem during their stay, tell us right away. We will return to re-clean within 4 hours of your request, at no charge, when the guest allows access. If the re-clean resolves the issue to your and your guest's satisfaction, the refund and double payment do not apply to that stay.
Before approving a claim, we may review our before-and-after photos and inspect the property.
5. What the guarantee does not cover
- Maintenance or property issues, such as plumbing, HVAC, appliances, pests or structural problems.
- Damage or mess caused by guests after check-in.
- Situations where other vendors or individuals worked in the property after our clean and before check-in.
- Stained, worn or missing linens or supplies that the host provides and has not replaced after we reported them.
- Early check-ins or late check-outs we were not told about.
- Accounts covered by a separate written service agreement with different terms.
6. Payment
Approved refunds and compensation are issued within 14 days of approval, as a refund to your payment method or a credit on your account.
7. Done-before-check-in guarantee
When a turnover is booked at least 24 hours in advance and we have access at the scheduled time, we guarantee the home will be clean before your guest's scheduled check-in. If it isn't, that clean is free. This does not apply when the previous guest checks out late, access is not available, or the check-in time changes without notice to us.
8. Fair use
Submitting a false or misleading claim ends eligibility for this guarantee. We may decline repeated claims that are not supported by guest reviews or our photo records.
9. Changes
We may update or end this guarantee at any time. Changes do not affect cleans completed before the change.