Four policies, written in plain words.

Most of our turnovers begin at a smart lock or a lockbox. These are the rules we follow, and the ones we ask you to hold us to.

• Where your lock allows it, each person gets their own code, set to the turnover window and removed when it ends.
• Keys and fobs we hold are numbered and signed out by name. You can ask for the log at any time.
• We never copy a key, and we never leave one in a lockbox you did not set up for us.
• The crew texts you if a code fails, and waits at the door for you to reply before trying anything else.
• We don't post codes in the report. We ask for them by phone, never in the contact form.

We photograph every room at the start and the end of a turnover, so we can say what we found and what we left.

• If we find damage or a missing item, it is in the report the same day, with a photo, and flagged before the next guest arrives.
• If we break something, we tell you in the report and replace it with the same item or pay its replacement cost.
• For anything larger than a small item, our insurance applies up to the limits on the certificate we send you.
• If you find something wrong, tell us within seven days, with photos, and Cierra reviews it with the crew's photos.
• We can't cover wear, anything we never saw in your photos, or what a guest broke.

Some stays leave more behind than a normal turnover covers.

• We photograph the mess and text you before we start extra work.
• If it would add more than an hour, you reply yes or no. No reply means we do the normal turnover and flag the rest.
• Extra time is billed at the hourly rate on your plan, and the report shows the time and the photos.
• We don't clean up biohazards, mold or anything that looks like a crime scene. We tell you and step out.

Your calendar changes, and the plan is built to follow it.

• A turnover that comes off the board a day ahead, or earlier, is free.
• One that comes off after the crew is assigned is billed at half the turnover rate.
• If the crew can't get in, we wait 30 minutes, call you, and charge half the turnover rate if the visit can't happen that day.
• You can end a plan with 30 days' written notice, with no fee.