Overview

OUR PROCESS

Once a property has been assigned to you, you will be sent a login to our property management system HomHero via email.

The system will include details of all cleaning jobs assigned to you. The system automatically sends an email when a booking is confirmed and will send a reminder email the day before the guest checks out.

Cleans must be conducted between 10am to 3pm on the day of the guests’ departure.

If you are running late you must contact the team so they can notify the guests.

After the clean is completed, the clean must be marked as completed in HomHero by 3pm on the day of the clean. 

Please refer to the Portal Instructions for further information.

It is critically important that this is completed in order to avoid cleans being missed.

Failure to do so may cause delays to your invoices and/or termination of your services.

FEES

A set fee is paid per clean. This will be agreed with you prior to commencing working with us. The cleaning rate is the same no matter the day of year - e.g. no increases on weekends or public holidays (please note that there are no checkouts permitted on Xmas Day or New Year's day).

BOND CLAIMS

In the event of damage to the property or missing items that will require a deduction from the guests bond, upon discovery of issues you must upload PHOTOGRAPHIC EVIDENCE to the HomHero portal before 3pm on the day of the clean.

Please include a detailed description of the issue including LOCATION of the issues. Please upload clear photos of each issue.

Example: There is damage to the blind in the Bedroom on upper floor with bunk beds.

Receipts/Invoices are required to be sent as a PDF to phh@scans.homhero.com.au within 24 hours to make a claim.

No excess cleaning or additional tasks above the standard set fee will be paid.

YOUR RESPONSIBILITIES

In the event a clean is missed or the guest requires compensation for an issue related to cleanliness the contracted cleaner will be financially liable to cover those expenses as outlined in the agreement you signed with us.

CONTACT WITH PROPERTY OWNERS

Contacting property owners is strictly prohibited. All communications to owners must be sent via our Customer Service Team by email or phone. If an owner contacts you, you are NOT permitted to communicate with them.

Our owners are busy people who do not wish to be disturbed. We are authorised to act on the owners behalf so the majority of questions or issues can be resolved by us without going to the owner (if not we will ask them!)

INVOICES

Invoices should be sent by 12pm Wednesday each week for payment on Thursday. 

Invoices must be sent as a PDF to phh@scans.homhero.com.au. If you do not send as a PDF the system will not notify us.

Invoices must include the property name, property address, guest name, dates of cleans and itemise any additional costs e.g. purchased consumables.

Please DO NOT include any of your contact details (phone, email or address) on the invoice or the invoice will be rejected..

PAYMENTS

Professional Holiday Homes will pay your invoices every Thursday if we receive the invoice by 12pm Wednesday - we require 7 days payment terms from the date of the invoice. 

Please note: due to finalisation of our month end accounts, if the last day of the month falls on a Thursday then payment will be made on Friday.

Any errors will be communicated to you via email. Our Admin team are not contactable via phone. 

Please do not call the Customer Service Team in regard to invoices as they will not be able to assist you.

INSURANCE

As per our agreement we require all housekeepers have their own insurance to protect themselves from the liability of damage to properties or injury to guests. If you choose to operate without insurance this is at your own risk.

To obtain a quote for insurance, please visit: https://www.bjsib.com.au/get-quote/