Frequently Asked Questions
We’re here to help
Our customer service team is available for any questions or requests that you may have, ensuring an exceptional customer experience.
Do you service my area
We service all homes and apartments within a 14 mile radius of our offices in Denver. Click here to view a map of our service area.
How far in advance do I need to book my cleaning?
We typically ask that all cleanings be scheduled 48 hours in advance, but if life gets in the way just give us a call and we’ll make it happen!
How far in advance do I need to book my cleaning?
We will send one or two cleaners for nearly all jobs. While we can send more cleaners for exceptionally large homes, we have found that sending more than two cleaners is redundant and inefficient in most circumstances. We equip each of our cleaners with full cleaning kits so that they won’t waste time running across your home to get supplies.
Can I cancel or reschedule my cleaning?
We will happily accommodate your cancellation or reschedule any time up to the day before your scheduled appointment. If you need to cancel or reschedule any time within 48 hours of your appointment, you will incur a $50.00 cancellation fee for recurring cleanings or a $100 cancellation fee for a one-time cleaning. Part of this fee goes to our cleaners to compensate them for not getting paid that day.
How can I request an invoice?
You can request an invoice by sending us an email with your appointment information to [email protected].
How can I book a cleaning?
Just click the link at the top of this page to book a cleaning online in 60 seconds. If you’d prefer to book over the phone, please call (720) 507-6208 to speak with a support representative
What day and time should I choose?
Pick any available block between 8:30am and 2:30pm. We will reach out to you (during business hours) to confirm that the requested day and time works for our team.
Can I book a cleaning for the weekend?
We only service homes Monday – Friday.
When I book an appointment will I receive a confirmation?
Yes, we will reach out to you (during business hours) to confirm that the requested day and time works for our team. You will receive a confirmation email with a summary of your appointment details. You will also receive a reminder email as your appointment approaches.
Do you provide move-in or move-out cleanings?
Yes! We’d love to assist you with preparing your home for a move-in or move-out cleaning. When you go to book your cleaning, just specify any extras (such as cleaning the inside of the oven) that you’d like us to help with.
What is included in a move-in / out clean?
A move out cleaning includes all of the items in a deep cleaning plus the inside of all cabinets and drawers, inside the refrigerator, and pretty much all of the surfaces in the home. Oven cleaning, and window cleaning are extras that are not included by default in a move-in / out cleaning.
The day of service
What should I expect?
Your cleaning professionals will arrive within the booking window and deliver a thorough cleaning. They will leave after the job is complete and you will be billed electronically within 24 hours if you paid by card.
What should I do with my pets?
We make sure that all of our cleaners are pet lovers! However, we do require that all dogs are secured away so that we can spend out time cleaning instead of being distracted :). We will charge a lockout fee if we arrive to a home with pets loose and no pet parents present.
Do I need to be home for my appointment?
Nope! If you need to be out and about that day, don’t worry. Just be sure to provide specific entry instructions to avoid a lock-out fee. We can store your key in our office safe so that we can access your home each visit.
How long will my appointment take?
1 hour per bedroom is the rule of thumb. We clean until we are finished no matter how long it takes. If we need to clean for longer than our estimate we will reach out by the half way point to let you know, but we will never bill you extra without approval.
When can I expect my cleaning professionals to arrive?
We ask that Alpine Maids arrive in your appointment window. Cleaning homes can be unpredictable. On the occasion your cleaning professional is running late, we will call you to notify you and talk about options.
When will I be charged?
Payment is collected for appointments only after a service has been successfully rendered. Final appointment costs will be automatically billed to the credit card on file. Typically, this takes place within 24 hours of the completed appointment. Your card will not be charged if you paid by cash or check.
Services & pricing
Do you bring your own cleaning supplies and equipment?
All Alpine Maids come equipped with their own Green Seal Certified supplies made for us by Denver based Ecolab. If you have specific cleaners that you prefer to use on precious surfaces such as countertops or floors just leave them out for your cleaner and they’ll substitute our normal products for yours.
What if I don’t want my entire home cleaned?
The neighborhood and number of bedrooms and bathrooms in your home gives us an idea of how large your home is overall, meaning that our pricing takes into account how long it will take to clean your entire home. If you would like to customize the cleaning to certain areas in your home we offer hourly cleanings so that you can have your home cleaned exactly how you want it.
What does it cost to clean my home?
We base our estimate based on the number of bedrooms in your house or the overall square footage. Please visit our booking page to price out your home cleaning or give us a call at 720-507-6208. We do offer hourly services for homes that need a customized cleaning.
What forms of payment do you accept?
We accept credit, debit, cash, and checks. Simply click on the link at the top of this page to book a cleaning online in 60 seconds. Booking online at Alpine Maids is safe and secure. If you are paying by cash or check we will still need your credit card information to hold your reservation, but you will never be charged.
What is your 100% satisfaction guarantee?
Our mission is to make you happy! If you are not completely satisfied with your cleaning, please Contact Us within 24 hours of your service and we will send out a new team to fix any errors. Not only will we fix any errors, but we will crawl every square inch of your home to make sure that everything (even if you didn’t notice it) is 100% up to yours and our standards!
Trust & safety
Can I trust your cleaning professionals in my home?
Yes! All of our maids are thoroughly bonded and insured to $2,000,000. Our professionals undergo a rigorous screening and verification process in accordance with local, state, and federal laws – as well as in-person assessments. To ensure a consistently high-quality performance, our partners are also evaluated on an ongoing basis. Be assured, you’re in good hands!
What happens if something goes wrong during my appointment?
We do understand that accidents can happen, and in the rare and unlikely event of an incident, our team is here to support you. Please call (720) 507-6208 and we will assist with finding a resolution. For ultimate protection and peace of mind, we recommend securing or removing any valuable or personal items prior to your appointment. Please be advised that our policy does not cover theft or missing items.
Do your cleaning professionals undergo background checks?
Yes! All cleaning professionals are screened using a rigorous background check service provided by the Corra Group.
Is my billing information secured online?
Yes! Rest assured, all payments are processed through Stripe, a third party service provider. Stripe is a secure, SSL-encrypted, PCI-compliant system.
Why do you need my credit card information?
Billing information is required to hold a reservation. Your credit card will be pre-authorized when you book an appointment, but you will not be charged until we have confirmed the appointment is completed. We do accept cash and check payments, and your credit card will not be charged if you pay in cash. Cash must be delivered to cleaning professionals on arrival.
You’re a Step Away from a Happy Home
It is our goal to build a cleaning company that we’d want to do business with ourselves. To do that we strive to impress you with every level of the cleaning process; beginning with the booking, followed by the customer service, and ending with the maid service itself.