What a Turnover Clean Covers and What It Doesn't

Two people can use the words "turnover" and "deep clean" and mean different things. That gap is where most disputes start. The host thinks the oven was included. The cleaner thought it was an extra.

The fix is simple. Write the line down before the first job, in plain words, and have the host agree to it.

Start with what the platforms treat as routine

Airbnb's page on damage cover gives a useful hint about what counts as normal. It says the cover doesn't pay for "Cleaning associated with normal checkout tasks (e.g. laundry, dishes or rubbish removal)"¹. So laundry, dishes and rubbish sit inside a routine turnover.

The same page lists the kind of cleaning that is unusual: stains left by guests, "pet accidents, smoke odour removal" and cleaning needed because of "additional unapproved guests"¹. Those make a good starting list of things that are not routine.

Note the limits of that source. It describes one platform's cover for hosts, not a rule for cleaners. Use it as a guide to what hosts may expect, then agree your own list.

A working split

This table is one way to divide the work. Change it to suit the property and the host.

The columns say "usually" because no source sets one standard. A property with a small kitchen and an owner who wants the fridge wiped every time may move that row across. What matters is that the row is written down.

What the written scope should say

The Victorian health department's cleaning guidance is written for health services. Even so, its advice on schedules carries over well. It says cleaning schedules "should state the surface to be cleaned, the product used, the cleaning process and who has responsibility for cleaning"².

Turn that into a checklist for each property. For every item, record:

• the surface or item, such as "bathroom mirror"
• what you use on it
• how it's done, in a line or two
• who does it, you or the host

Add a short list of exclusions. Then add a price list for extras, so the host can say yes before you start.

Match the listing

A host has a duty to present the property honestly. In New South Wales, Fair Trading says "The premises must be provided in a state consistent with how it is represented in advertisements"³. Other states have their own rules, so check with your state's fair trading body.

For you, the practical point is that the listing sets what guests expect to find. If the listing promises a spotless kitchen and fresh towels, the scope has to cover it. If the host promises more than the scope pays for, raise it early.

When something falls outside the list

Sooner or later you'll walk into a mess that isn't on the checklist. The steps below keep it tidy.

1. Photograph the problem before you touch it.
2. Message the host with the photos and a short description.
3. Say what you can do and what it would cost.
4. Wait for a yes before you start, unless the property can't be let without it.
5. Record what you did on the job report.

The photo reports page goes through the photos and messages in more detail. The pricing page covers how to price extras.

Review the scope now and then

The EHL guide on hotel procedures says to "Look at both external and internal data sources" when writing a procedure⁴. It also says to "Amend any steps that create inefficiency or delay service"⁴. For a small cleaning business that means looking at your own job notes. If the same extra comes up every month, move it into the standard list and change the price. If a step never matters, remove it.

Chemicals and the scope

A scope that includes oven cleaning or limescale removal brings stronger products. Read the label and the safety data sheet for each one. Wear the gloves the label calls for and open a window. Never combine products. If a task would need you to mix chemicals, it doesn't belong in the scope.