Frequently Asked QuestionsQ: How do I make a reservation?
A: Our reservation line, 970-223-1805, is available Monday-Sunday, 8:00 a.m.-8:00 p.m. In addition, our online booking is available 24 hours a day, 7 days a week. If you do make a reservation online a vacation specialist will contact you to confirm and finalize your rental within 48 hours. The reservation is not final until approved by agent. Once approved, the reservation is subject to all terms, conditions and policies.
Q: What is your payment policy?
A: A deposit of $250 is required at the time of reservation. The balance, or final payment, is due 60 days prior to arrival. Your encrypted credit card on file will be charged when the balance payment is due. **Exception: Reservations made within 60 days of arrival must be paid in full by credit card at the time of booking and all monies paid are non-refundable at that time. We do offer travel insurance for your consideration.
Q: What if I need to cancel my reservation?
A: Unplanned events often arise altering our travel plans. Here at SCVR we do offer Travel Insurance for 7% of your total reservation total. Contact us for details. If you choose not to purchase travel insurance and cancel sixty (60) or more days prior to your arrival date, you will be refunded in full less a $250 fee. Cancellations made within 60 days forfeit all payments made.
Q: Is a long-term contract required for home cleaning service?
A: Not at all. IITD is happy to earn your business any time you want to use us. We do offer regular cleaning and maintenance programs for those who want to enjoy our services on a regular basis, or you can enter reservations into our system via your owner login.
Q: What towns do you service?
A: Because we are based out of Breckenridge, IITD can service any size property in Breck. We offer our services for all other Summit County cities (Frisco, Dillon, Silverthorne, Copper, and Keystone) based on the size of commercial space, or independent property.
Q: Are you insured?
A: Yes, we are fully licensed and insured. If you’d like to see proof of our insurance during your in-home consultation, please ask. Liability insurance protects you and covers the cost of repairs for any damages to your home or property if caused by an IITD employee.
Q: Do you provide your own cleaning products and supplies?
A: Yes. Your cleaning fee includes the cost of supplies and the use of our equipment. Some clients have particular wishes when it comes to cleaning certain pieces of furniture or areas. If you prefer that we use one of your products for a particular application, just let us know.
Q: Is it okay to have special needs?
A: Absolutely. In striving to maintain a good relationship with our clients, we feel that communication is critical. Please email us to let us know if you want us to pay special attention to an area during a cleaning, or to offer suggestions, compliments, or complaints. For special requests that may involve more time than normally scheduled, please call our office at 970.223.1805 at least 72 hours before your service.
Q: What if I would like something cleaned that is not part of your regular service?
A: That’s perfectly fine—we are happy to accommodate special requests. Contact us at 970.223.1805 for more information about specific cleaning projects.
Q: Will I have the same cleaning professionals each visit?
A: We make every effort to send the same team each time. We know how important it is to have someone you know and trust cleaning your home. However, occasionally we make substitutions due to vacations or illness.
Q: How many people will clean my home?
A: The size of the team depends on the size of your home and its condition. For smaller homes, we send one person. The most common team size is two members. For larger homes or jobs, we use two to four people.
Q: What are your prices/rates?
A: Once we know a few details, such as the size of your home, its condition, whether you have pets, and a little about your needs and lifestyle, we will provide you a custom, detailed quote. Our initial consultation is completely free, so please call us at 970.223.1805 to arrange a time for us to give you an accurate cleaning quote.
Q: What if my cleaning falls on a holiday?
A: We understand that Summit County is in the heart of a vacation industry. As such, we do clean on all holidays excepting Thanksgiving Day and Christmas Day. If a clean must occur during those days, we will do all we can to accommodate you. If your schedule cleaning falls on a holiday that and you would prefer to reschedule, please email us to make other arrangements.
Q: What days and hours do you work?
A: Our work hours vary depending on the services you need. For vacation rentals, we typically work 10 am – 4 pm to accommodate for check-outs and check-ins. For commercial properties, we typically clean in the evening time. For second homeowners, we can start as early as 9 am.
Q: How and when do I pay for my cleaning service?
A: We want to make your experience with us as easy as possible, so you never have to worry about leaving us cash or a check for your service. We bill just once per month. We post your owner statement that you may view via your owner’s login by the 20th of the following month. It details all cleans and maintenance items that we have done. We then take auto-payment via your checking or savings account of choice.
Q: What should we do with our pets while you are cleaning our home?
A: Some of our clients have pets. Our employees love pets and are happy to have them around, as long as the pets feel the same way! Before we start cleaning your home, we’d like to meet your pets first, if possible, so they are familiar with us when we arrive for our first clean.
Q: How do you handle maintenance calls?
A: Owners call us with any issues they may have. If our team is able to provide service, we will certainly do so. Sometimes issues may be best ser
Q: How do you ensure my property is always in good shape?
A: Our three parts checks and balances system. Every time a guest departs, our housekeeping team preforms a thorough departure check to locate any damage or property loss. Prior to each check in, our inspector preforms another full property check to ensure proper cleanliness. Finally, after each winter and summer season, we do an extremely detailed inspection and deep clean.
Q: How will you get into my home?
A: Prior to the first cleaning, we will work out access to your home. You can give us a key, an alarm code, or a garage code. Our cleaners are trained to always secure the home before leaving. We make the security of your home our utmost priority and never share information with anyone who does not directly need to know.
Q: Will you wash my linens at the property?
A: We prefer to wash linens off-site because it is more efficient and cost effective.
Q: Do I need to provide my own cleaning supplies?
A: We provide all cleaning equipment and products. If you have a special cleaning product that you would like for us to use, please let us know so we may coordinate with our cleaning supervisor.
Q: What cleaning products do you use?
A: All of our products are organic, natural, or non-toxic.
Q: Are your employees legal?
A: Yes. We only hire legal housekeepers with valid I-9 documents.
Q: What if I am not satisfied with the service?
A: If you are ever unhappy with an area that we have cleaned, we will return as soon as possible to re-clean it.
Q: What is Maintenance?
A: We make maintaining your home worry-free! Our owners love that our team regularly inspect their units for any issues and that we can easily take care of any concern, big or small, by using our dedicated staff, or by hiring and overseeing skilled labor (like an electrician). Each of our owners receives a detailed month-end statement that shows all maintenance items, a description, and cost. Owners also have the option to print a year-end statement for tax purposes. To put it simply, our system is super streamlined and convenient! Our property owners rely on us to meet one-on-one with vendors such as electricians, appliance repair personnel, and carpet cleaners. In the past, we have advised and assisted in implementing both major and minor remodels. In addition, we also provide assistance with all of the little “stuff”: helping guests acquire a new coffee maker, reattaching a towel rod, and so much more. With our high standards, we are able to ensure that each one of your guests will have a rejuvenating stay in an inviting, comfortable, and thoroughly cleaned rental property.
Q: Can I stop by and visit my property?
A: Yes. In fact, we recommend owners view their property at least once every year or two years. Owners should give SCVR at least three days’ notice so that we may make arrangements with in-house guests.
Q: What if I want you to use my vendor?
A: While we have established local partnerships with preferred vendors, we are able to accommodate any reasonable request to send a well-known vendor to your property.
Q: How do you handle maintenance requests?
A: Guests may submit maintenance requests via phone or email. After receiving their request, we will contact the tenant and ask them questions in order to help us determine the exact nature of the problem before sending a service technician. We make sure it is not something the tenant can fix themselves (ex: pilot light for the fire place, tripped breaker etc.) before your money is spent on a service call. After determining that it is a legitimate problem, we will send the appropriate service vendor or one of SCVR’s service technicians to complete the repair.
Q: How quick is your turn-around time?
A: We tell our guests that we are able to handle most repair requests within one business day, and, in fact, are usually able to do so. Comfort items such as no hot water or heat receive highest priority only after emergency calls.
Q: What are examples of emergency situations?
A: Fire, a flood, begin locked out, and anything that directly affects a guest’s safety or the well-being of the property
Q: What are examples of non-emergency situations?
A: Feeling that the property is slightly hot or cold, no hot water, a light bulb is out, a toilet is clogged, the WIFI is out, and any other events that do not directly impact guest safety or the well-being of the property
Q: Do you offer 24/7 live answering?
A: Yes. During regular business hours, one of our local staff members will field all calls. During after-hours and non-business days, we have a contracted answering service that operates 365 days a year, 24 hours a day. If the answering service is unable to assist the guest, then one of our staff members will step in and provide immediate assistance for true emergencies.