Frequently Asked Questions

We answer all phone calls and emails received between 9 a.m. and 5:00 p.m. If you leave a voicemail or send an email outside these hours we will respond no later than 10:00 a.m. the following day. Please feel free to leave a note with comments, needs, likes, dislikes, etc. We are here to serve you and your input is greatly appreciated. Email us is another way to let us know what your needs are and how we are doing.
We often send a team of two and occasionally a team three. We take into consideration the cleaning team schedule for the day and the size of the home or business that they are cleaning.

We make every effort to assure you have your regular cleaning team/staff each visit, but this is not a guarantee. Due to illness, vacations, promotions, etc. we may occasionally need to replace your cleaning team/staff. We strive to train our teams to give the same consistent service to every one of our customers. However, if you ever feel that you are not receiving the same service from all our cleaning teams, please call the office so we can address it and rectify your concerns.

We will always be respectful in your home or your place of business. There will be no smoking, eating or drinking (other than water), nor do they watch TV or play the radio. They do not answer the phone or door. Our only purpose is to clean.

We have found it helps the team stay fresh, able to verify each other's work and to create a safe and secure work environment for everyone.
It always helps the cleaning team if you pick up clothing, toys, office paperwork and other personal household items. They do not know where you would prefer the personal or office items to be placed and would rather not open your closets or drawers that might invade your privacy. The better your house is picked up the better job we can do for you. Often putting clutter in a container (Dollar Store is good for this) helps. Getting things up off the floor by putting them on beds or the couch helps too. If you just can’t get things organized before we come, no problem, just know we will clean what we can get to.
We have built our business on reputation by providing our clients with the best possible service available anywhere. Still, we realize that because we are human, things will from time to time get missed or you are not happy; should this happen call our office or email us within 24 hours and we will make a note to rectify this on our next visit at no charge to you. The managers and home office personnel go out in the field to do random checks on the cleaning teams. We also reward our cleaning teams monthly that get compliments from our customers and high scores from the random field visits.

We provide our own green cleaning products, including cleaning agents and microfiber towels. We pride ourselves in our state of the art cleaning practices. We use color coded microfiber technology ensuring the avoidance of cross contamination. Our cleaning agent is a citrus based, commercial green cleaning product that works great and leaves only a light citrus scent behind. If you have specific products you prefer, just leave them out and we will gladly use them. To avoid the transference of dirt and dander we ask that you provide a good working vacuum and a roll of paper towels.

However we have clients that use both standard cleaning products and green cleaning products. We customize the product and methods to your request. We also have clients that prefer to select all green products. For those clients we use Naturally Green Products. Other clients prefer a selection of commercial grade and over-the-counter standard cleaning products and cleaning methods. We also have clients that prefer us to clean the bathroom with standard products and the rest of the home or office with green products. Please let us know what you prefer during your personal interview. "We Clean to Please and satisfy your cleaning needs!"

The first time cleans take longer because there are normally areas that have been neglected and we would like to ensure that they are addressed before you get into the cleaning rotation. For the first time clean we charge hourly like we charge our one time and special events cleaning. We only charge the time that our cleaning team is there.
Please allow us the flexibility of scheduling our cleaning between 8:00 a.m. and 3:00 p.m. We try to schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain our prices and avoid trip fees. If you require an AM or PM clean time we will make every effort to accommodate your request however no times are guaranteed. We can also do late night cleaning just let us know.
Please close the door to any rooms you do not wish to have cleaned and we will focus our energies elsewhere.

We require payment at the time of service. Payment by check or cash is due in full at the time of service and should be left on the kitchen counter if you are not going to be home. Checks are to be made out to Anchorage Cleaning Services. If payment is not received or is not left a $5.00 Billing Service Charge will be added unless prior arrangements have been made. You may also mail or leave a check for the entire month at the time of your first cleaning. A fee of $25.00 will be charged for each NSF check returned by the bank.

We also accept Visa, Master Card, Discover and American Express. If you decide to pay by credit card, just simply go to our website and submit your payment via our merchant gateway online.

Our office hours are Monday through Friday from 8:00 am to 5:00 am. We select the schedule date depending when our cleaning teams are in your area of town. If you require a specific time we will try to accommodate you but want to remind you that from time to time some homes or offices take longer than others to clean. We do not want our cleaning team to leave a job without completing the service correctly. We can offer you an estimated time of arrival or have a cleaning member call you when they leave their last job.
Please call the office and give us at least 24 hours advance notice for cancellation and to reschedule. We do our best to stay on schedule. However, if a change is necessary we will let you know as soon as possible and would ask that you do the same. If you are going out of town, rather than cancel we would like this opportunity to do some deeper cleaning projects such as scrub baseboards, clean the oven or refrigerator, organize the pantry, etc. We allocate a block of time for the cleaning of your home. If you request a schedule change, we require 24 hours advanced notice to avoid a $50 fee. If we do not receive a personal phone call or email within 24 hours of your cleaning time, or we are locked out you will be charged $50.00. The best way to assure this does not happen is to have a key kept somewhere discreet near your home. Your time slot is yours, it is reserved for just you, and if you cancel last minute it cannot be filled! Scheduling arrangements and changes need to be done through our office. Our cleaners do not have the ability to change schedules.
If your home is equipped with a security system, please ensure that it is in the “off” position or call our office with the code and proper directions for use. If the code should change please let us know so you do not incur a lock out charge.
If you have something that is priceless and/or irreplaceable please put it away. It is very rare, but occasionally something gets broken. Your house cleaner will let our office know right away, leave you a note and the item. If you would like us to replace it, we will do our best, but this is not always possible. Please inform us at your initial cleaning of items in your home that we should avoid and/or are in ill repair, i.e. a picture not professionally hung, loose knobs/handles, glasses, antiques and bases that are so valuable to you that may have been pass down from your ancestors or from generation to generation.
We work every day with exception of Christmas, Thanksgiving, New Years day and Easter. Please check your calendar in advance and let us know if we need to reschedule to avoid a Late Cancellation Fee.
We reschedule your cleaning day and notify you of the new date at least 2 weeks in advance.
We perform a comprehensive background investigation on each and every one of our team members as well as random drug testing.
We are licensed and insured and will be glad to provide proof of both upon request.
We do not have a term contract but do ask you to sign a form that has the service and type of payment you are selecting.
Most of our clients give us a key and code since they are often not at home when we clean. The keys are signed in and out by our team leader. We keep your profile and key in our office in a locked and secure place.
We love all animals but sometimes your pet does not love us and they need to be acknowledged a special way. Please let us know if your pet becomes anxious with unknown visitors or cleaning equipment that we use. We will follow the directions you give us with your pets. Due to potential health risks, we do not clean litter boxes, urine or feces. If you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning.
If we have missed a question that you need answered, please call the office 907-602-8546.