Frequently Asked Questions

We want to make sure you have a wonderful Charming Casa experience.  The following are some basic details regarding what you can expect from your charm-up visit.  Please contact us directly should you need any additional information or have special circumstances that should be considered.

How many crew members will tend to my casa?

We usually send two charming cleaners to every appointment. However, due to scheduling needs, we reserve the right to send more or less people to accommodate our clients’ needs. Please contact us if you have special needs or time constraints.

What types of cleaning products do you use?

Good question!  We believe in doing our part in preserving our beautiful planet.  That’s why we only use the following Earth-Friendly products to transform your home: Mrs. Meyers, Dr. Bronner’s, Method, Seventh Generation, Ecos, Elements, Ecover, Barkeeper’s Friend, Bon Ami, Bio Green Clean and Biokleen.

What about bleach?

Some casas require a little deeper clean and stain-removing solution.  For those special cases, we use chlorine-free bleach products that are dye-free and biodegradable, but still extremely effective!​ Not all stains can be removed in the first appointment, sometimes not at all.

Do you bring your own cleaning equipment?

Yes, in addition to using our own earth-friendly supplies, we also bring our own materials and equipment.

What if something is broken or damaged during a cleaning?

While we don’t believe you will ever have this concern with our charmers, accidents do happen and we want to ensure any such mishap is handled promptly and to your utmost satisfaction.  Therefore, we ask that you communicate the incident right away, so that we may find a proper solution. We are self-insured to provide peace of mind for our clients.

How do I know I can trust your employees in my home?

Rest assured that all of our charmers have passed a criminal background check, have been trained, and are always under the guidance of our management and team leaders. Also, the Team Lead on-site before and after each visit to perform a walk-through and ensure everything is done properly. Many of our clients schedule on-going appointments for weekly or monthly visits and they often feel comfortable supplying us with access to their casa in their absence.  Please call us to discuss such arrangements.

Are you licensed, bonded and insured?

Yes, because we are committed to your satisfaction and the proper care of your home, we are a state-licensed LLC, bonded, and self-insured.

What if I need to cancel or reschedule my appointment?

We understand scheduling hiccups sometimes occur.  We just kindly ask that you provide us with 48 hours notice, so that we may make the appointment available to other homes in need of cleaning.

No-shows will be billed at the full price of the scheduled appointment. Appointments canceled or rescheduled within 24 hours of the scheduled start time will incur a fee of 25% of the full price. By booking any appointment you acknowledge that you understand and agree with these terms.

Do I need to be home for the appointment?

We value your satisfaction.  Therefore, we do require first-time clients to be present at the start and finish of our first visit for a Pre & Post Walk-through to ensure we can address you needs. We also recommend that you are home for the first 2-3 visits so that we may discuss your casa’s specific needs upon our arrival and to go over the visit upon completion to ensure you are pleased with the cleaning.

What if I am not entirely satisfied with the service?

Your satisfaction is our #1 priority!  If you are unhappy with any portion of our service, please share it with us during our post-cleaning walk-thru or call our office immediately and we will return within 24 hours to remedy the situation.

What if I have pets?

No problem!  We love pets.  Just let us know if you have any special instructions for them.  If you have shy, nervous pets, you may consider placing them in a separate room while we vacuum other areas to ensure they are not uncomfortable or scared by the noise.

What forms of payment do you accept and when do I pay?

Payments are due at the time of service, please! We require credit card information to hold your appointment and will collect payment using this method by default.  You may also prepay for your service prior to our visit at the time of your booking using our Online Scheduling option (currently disabled, please call us), or you may pay using cash on-site during our visit.