Turnover Problems: Missed Cleans, Late Cleaners, Unhappy Guests

Why Turnovers Matter More than Anything Else

The turnover is the only window you have to reset the house between guests. Get it wrong and every other part of the stay suffers. Airbnb's ground rules for hosts say hosts should clean between every stay (laundry, trash, vacuuming or sweeping, wiping down surfaces), and cleanliness is one of the category ratings guests give after every stay.

There is a money side, too. Under Airbnb's rebooking and refund policy, a home that is not reasonably clean and sanitary can count as a reservation issue. Guests report within 72 hours of discovering it, and if Airbnb refunds the guest, the host's payout is reduced by the amount refunded.

The Usual Causes of Turnover Problems in New England

• One cleaner, no backup. Illness, a snowstorm or a family emergency, and nobody is coming.
• Same-day turnovers in peak season. Saturday-to-Saturday lake weeks and ski weekends compress a large house into a few hours.
• Big homes, big laundry. A lake house that sleeps 14 can mean many sets of sheets and towels, more than one washer can finish in a turnover window.
• Distance. Rural homes are a long drive between jobs, so cleaners run late.
• No checklist. Each cleaner does it their own way; the same things get missed (under beds, inside the microwave, the hot tub cover, the grill).
• No one checks. The cleaner finishes and leaves; the owner is two hours away.
• Restocking by memory. Coffee, paper goods, dish soap, propane for the grill.
• Seasonal extras. Sand in summer, mud in spring, salt and slush in winter, cluster flies and ladybugs on fall windowsills, firewood to restock.

What You Can Fix Yourself

1. Write the checklist room by room, with photos of how each room should look when finished. Our list of Airbnb cleaning checklist items covers what is most often missed.
2. Build a bench of at least two cleaners who know the house, and pay for a training clean with each.
3. Keep at least two full sets of linens per bed (one on the bed, one clean), plus extra towels, so laundry does not set the pace.
4. Allow enough time. Set check-in and checkout times that leave a realistic window, or use Airbnb's preparation time setting to block nights around stays in seasons when same-day turnovers are not possible.
5. Add an inspection after cleaning. A walkthrough with a short list: beds made, bathrooms spotless, nothing left by guests, hot tub chemistry, smoke and CO alarms working, supplies stocked, thermostat set, doors locked.
6. Run restocking on a par list. Decide the quantity of each consumable that should be in the house, and refill to that number at every turnover.
7. Ask for photos at the end of each clean, especially if you are far away.
8. Track damage right away. Airbnb's host damage protection requires a request within 14 days of checkout, and its terms pay certain unexpected cleaning costs only above the cleaning fee you charged. Photos at turnover are your evidence.
9. Set fair checkout tasks. Airbnb's checkout instructions cover things like where to return keys, locking up, turning off lights and heating, and trash. Keep the list short; guests rate the whole stay.

In-House Team or Outside Cleaners?

Some owners hire their own cleaner; others use a cleaning company or a manager's crews. Our comparison of in-house and outsourced cleaning covers the trade-offs: control, backup coverage, cost and who checks the work.

When Management Helps

Turnovers are where full-service management does most of its work. With New England Host Co, housekeeping happens after every stay, and an inspection happens at the same visit. Cleaning and trades are done by local crews and vendors the company engages and manages; crews go through a trial period before they are trusted with a property, and crews vary depending on availability. Consumables are rebilled to the owner at cost. Read more about cleaning and turnover and inspections, or ask through the contact page. If reviews have already slipped, see bad reviews, and the owner hub for the rest.

FAQ

What Does Airbnb Expect from Hosts Between Stays?

Airbnb's ground rules for hosts say to clean between every stay, including laundry, trash, vacuuming or sweeping and wiping down surfaces.

What Happens If a Guest Arrives and the Home Is Not Clean?

The guest can report it within 72 hours of discovering it. If Airbnb refunds the guest under its rebooking and refund policy, the host's payout is reduced by the refund.

How Many Linen Sets Do I Need per Bed?

At least two, so one set is always clean. Large homes with tight turnovers often keep more.

Should the Cleaner Also Inspect the Home?

An inspection works best as a deliberate step with its own checklist, even if the same visit covers both. It catches what a busy clean misses.

Can I Charge Guests for Extra Cleaning?

Airbnb describes the cleaning fee as a one-off charge set by the host for cleaning a home. For unexpected cleaning such as stained linens or smoke odor, you can ask the guest and, if needed, use host damage protection; its terms say only cleaning costs above the cleaning fee are paid.