Hi Sinthu, thank you for taking the time to write a review. Thank you also for speaking with myself earlier on the matter. It is important we listen to any feedback customers relay to us. Just to summarise our conversation, I understand you had booked a full end of tenancy clean booked in on your requested day. As part of the end of tenancy clean, we always ask that all items, personal belongings and food are fully packed away in the apartment. This ensures we can do a full end of tenancy clean to the specification required. When our team arrived, belongings were still in wardrobes, food items in cupboards, kitchen utensils were still present. We understand you were in the process of moving and some boxes were made up, but items were still visible, making it more challenging for the team. Upon vacating the apartment, all items would need to be packed away. As you were still in the process of moving, I emailed the manager and rescheduled the clean to be completed the following Monday, so the apartment would be fully vacant. The oven needed commercial oven gel to stay on due to the heavy amount of burnt carbon. The team arrived the next day to complete the oven only, as instructed by myself. The following Monday the full end of tenancy was completed to the standard required. This should of been communicated better to you on the day.
In regards with the extra charge, this was for maintenance touch ups, which isn’t part of the end of tenancy clean. Any cleaning missed, our team would go back and resolve, free of charge, as this is included in your end of tenancy quote. The cleaning was completed to specification and signed off by the onsite team. There was a charge for a mattress clean, as this is separate. I have since spoken to the manager and they have removed this charge for you. I am also willing to deduct £30 as a gesture of good will. Thank you again for your feedback Sinthu, I am happy we have resolved this matter and you are happy with the outcome. Many thanks.
