FAQ: *Questions that may or may not be added right now and are saved for a later date.
Who do I contact if I have any issues or questions?
You can contact us on our phone lines: 514-743-4825 or 438-824-0416 during our business hours. Or you can email us at soaprenoscleaningmtl@gmail.com. We are available for phone calls during our hours of operation; however, if we are not available our email service is open 24/7. We will do our best to return all attempts of contact within 24 hours of receiving your correspondence.
What hours are you open?
Our hours of operation are from 8am to 5pm Monday through Fridays. We are not open on the weekends but are willing to take appointments on Saturdays or Sundays if the weekdays are absolutely out of the question or if you are in need of an emergency cleaning. Rates for services provided on the weekends will double. If the appointment is made within 24 hours of the appointed schedule time the rate will triple.
What if I’m not there to let the cleaning person in?
That is not an issue. All you have to do is give us a key ahead of time or leave one in a hidden place while sending us instructions on how to enter and leave your home.
Do I have to stay home while you’re cleaning?
That is completely your choice. You can give us a key or leave one in a hidden place while sending us instructions on how to enter and leave your home. You also are more than welcome to remain home. We leave this decision up to you.
Will the same cleaner or maid show up for all of my appointments?
This is your choice. We have a team of highly motivated individuals who will all deliver the same level of excellent service. If you are pleased with the work of one of our housecleaners or maids you can request to have that individual continue to clean your house for the duration of your contract. Should the housecleaner or maid in question be unable to cover your scheduled appointment then we will contact you ahead of time about a replacement or to reschedule another time when that housecleaner or maid is available.
Can I book an appointment over the phone? Through an email?
Yes. You can book an appointment over the phone on our phone lines: 514-743-4825 or 438-824-0416. You can also book an appointment through our email at soaprenoscleaningmtl@gmail.com.
What are your service areas?
Our services are mainly concentrated in the West Island extending into the Greater Montreal Area (Montreal North, Downtown and Laval).
How do I schedule a cleaning?
Booking a cleaning appointment is easy as we have multiple ways for you to do so. You can call in on our telephone lines: 514-743-4825 or 438-824-0416 to schedule an appointment. Or you can email us at soaprenoscleaningmtl@gmail.com. You can also use our easy online booking service to set up a cleaning appointment here.
What are your prices?
You can find our prices on our pricing page: click here
How often do you clean my house/apartment?
The frequency of our service depends on you. We offer one time cleans where you can schedule a singular appointment or if you want, you can sign a contract with us detailing a recurring appointment where we will come and clean weekly, bi-weekly, monthly or as frequently as you need our services. When SOAPrenos works for you it is totally at your discretion.
Who provides the cleaning supplies?
We ask that our customers provide the basic cleaning necessities if possible. (Click here to find the list of basic cleaning supplies). If those supplies are unavailable, then additional fee of $50 will be added to your service charge. If you'd rather we use Organic cleaning products then it will be another additional $10 fee.
Are pets a problem?
No. All of our employees are avid cats and dogs lovers. In the special instructions box at the bottom of our online booking page, please mention any and all pets that are in the home and we will let you know if your pet would interfere with our work. We will be more than happy to do our best to accommodate you and your pets. We also offer pet sitting and dog walking services. (Click here to see more information on the additional services we provide.)
What method of payment do you accept?
We accept Cash, Cheques, Credit (Visa and MasterCard; American Express is not accepted), Debit and E-transfers.
Are there any cancellation fees?
A cancellation fee will be applied if appointments are cancelled within 24 hours of the booking appointment. The fee will amount to 50% of the minimum flat rate for the appointment.
How do I cancel or reschedule appointment?
You can call one of our business lines: 514-743-4825 or 438-824-0416 to cancel or reschedule an appointment. You can also email us at soaprenoscleaningmtl@gmail.com to cancel or reschedule an appointment. All cancellations or rescheduling must be made at least 24-48 hours in advancement of the scheduled time or service fees will be incurred.
Do I need to tip my cleaner?
Tipping will be left to your discretion, however, we feel that it is customary to tip your professional house cleaner or maid if they are providing excellent service. It is customary to tip professional servants and housecleaners and/or maids, like a waitress or a bellboy, are providing a professional service that is subject to the judgment of their clients and are deserving of gratuity.
Our professional housecleaners and/or maids work extremely hard to ensure that not only the company’s but also our clients standards are being met at all times and that is physically demanding. There is no better way to say thank you or to show appreciation towards our employees than giving them a tip. If you have a regularly scheduled maid, then it would be customary to provide a larger tip during the holidays and year-end celebrations. If you should decide to leave a tip, please do so by placing it in the middle of the counter with note. For our housecleaners, there is nothing more rewarding than knowing that our hard work is being appreciated and not only do they appreciate it but it also goes a long way in aiding in their livelihood.
Anything I should know as a new client?
No. All of the information regarding the services we provide is listed here or you can print a pdf version of our contract, rates and services provided by clicking here.
What if my home needs less time? More time?
If your house needs less time than the minimum hours required for scheduling an appointment, we will accept the appointment, however, service rates will be doubled for every hour of service provided.
If you home needs more time than what was allotted then our housecleaner or maid will stay at the appointment until all the clients’ needs are met. The rate for service will remain the same for each additional hour the housecleaner or maid stays at that particular appointment. Service rates will increase, however, if the housecleaner or maid in question is being detained from another appointment.
What if I want only certain rooms cleaned?
On the booking page, simply choose the option for the least amount of rooms to be cleaned and organized. In the special instructions box located on the bottom of the booking page, write down which rooms you specifically want done and how. We will then provide you with a new quote for services requested and work to fulfill your needs.
Are your house cleaners screened?
All of our cleaners have been thoroughly screened through background checks.
How can I provide feedback on the house cleaning service provided?
You can call one of our business lines at 514-743-4825 or 438-824-0416 or email us at soaprenoscleaningmtl@gmail.com. It is important to us to have your feedback on the services provided as cleaning is a personalized and subjective service and we want to ensure the clients’ needs are always being met.
Can I make special requests?
If you have specific needs, such as in the use of certain cleaning products you can make those requests in the special instructions box at the bottom of online booking page. You can also email us at soaprenoscleaningmtl@gmail.com or call us on either business lines: 514-743-4825 or 438-824-0416 and we can add your requests to your file.
Do I need to sign your contract?
No, we just want to have a concrete agreement made between our clients and us to provide security for both our employees and those they serve. When booking recurring appointments, then a formal contract will need to be signed.
