At the time of John’s arrival, the state of the property was definitely not filthy by anyone's standards. Exit cleaning was perform according to our normal standard procedure as described below. However, a few oversights by our cleaners at this unit due to improvements made in the kitchen during tenant transition was missed: cleanup of a small part of the kitchen floor area, a few food stains in 1 kitchen cabinet, and the entry carpeted staircase resulting in a final product not meeting our thorough cleaning standards.
After each exit the same professional crew spends several hours thoroughly cleaning the entire unit: Kitchen, living room, bathroom and bedrooms. Furniture is dusted, floors are vacuumed and mopped several times; removable couch/cushion covers are laundered. All bed linen, pillows, mattress pads, comforter/blankets, towels, and rugs are also laundered. All lights and bathroom fixtures are cleaned and disinfected. Special attention is given to kitchens by deep cleaning all appliances, counters, cabinets, the floor, the sink, and all kitchenware items; every effort is made to ensure the incoming tenant arrives to a fresh and clean unit.
We also had an inconsiderate previous tenant who allowed her pet on the furniture and bed. Every effort was made to launder/clean all linens/bedding/mattress, and all nooks and crannies, baseboard and walls. In this case, the cleaning crew had laundered the bedding and couch covers at least twice, and the white love seat was hand shampooed and dried in the sun before putting back in the unit.
Over the years in the business, I've learned the renters’ personal circumstances, background, and experience greatly influences their perception on many aspects of living away from home, including cleanliness, age of furnishings, and even the cost of laundering clothes. As John indicated, his mother was tired from travelling from Eastern Canadian time zone, and came into unfamiliar environment with certain expectations similar to her own home’s comfort. As soon as she found one item not meeting her personal standard, she went through the whole apartment with a fine tooth comb. Adding to the frustration was that English is not her primary language making effective communication difficult at best. We take full responsibility for the cleaning misses, but all linens were laundered to our rigid standard.
When I greet new tenants, I always do whatever is necessary to satisfy the tenant’s needs. If the existing accommodations do not meet their expectations, we offer alternatives that we have at our disposal at the time. In this case, we made an unprecedented effort and offered them the choice of changing out the mattress from another unit which was cleaned and awaiting the new arrival. John’s mother inspected and accepted the replacement and we summoned immediate moving help to make the change within 30 min. on a Saturday night when all stores and services were not available for any other options.
In the end, all tenant concerns were immediately addressed that ultimately resulted in an enjoyable and pleasant stay for John and his mother.