Picture this: it’s 2:30 PM, your guests are checking in at 4:00, and you still have not received a notification that your property has been cleaned. You frantically call your cleaner, only for it to go straight to voicemail. Text messages go unanswered. They’ve completely ghosted you with just 90 minutes to spare before your guests arrive.
This nightmare scenario happens quite frequently. Suddenly, hosts have to drop everything and rush to clean their properties in extreme time crunches. And it’s not an isolated incident. Industry surveys reveal that the majority of STR hosts have experienced cleaner turnover and last-minute cancellations.
When cleaners ghost, the ripple effects are brutal: stressed hosts scrambling at the last minute, delayed check-ins that frustrate guests, potential negative reviews that damage your reputation, and lost revenue if you have to comp stays or deal with cancellations.
The root problem: over-reliance on single points of failure
Most hosts fall into the same trap when it comes to cleaner ghosting: they find one reliable cleaner and stick with them for months or even years. It makes sense: you’ve built a relationship, they know your properties, and everything runs smoothly. Until it doesn’t.
This “it’s worked fine until now” mentality creates a dangerous dependency. You’re essentially running your business on hopes and crossed fingers, betting that nothing will ever go wrong with your single cleaning solution.
The problem becomes even more acute with same-day turnovers. When checkout is at 11 AM and check-in is at 4 PM, there’s zero margin for error. One missed cleaning appointment can derail your entire operation and leave you scrambling to put out fires for incoming guests.
The solution isn’t to find a “more reliable” cleaner. It’s to build systems that make your business ghosting-proof when things eventually don’t work out as planned.
Strategy 1: take control with DIY cleaning and buffer days
Best for: 1-3 properties within a reasonable distance
Sometimes, the most reliable cleaner is you. Before you dismiss this as too time-consuming, let’s look at the math that actually works in your favor.
Professional cleaning services typically charge $80-150 per turnover. If you’re doing 20 turnovers per month across multiple properties, that’s $1,600-3,000 monthly. Cleaning yourself could save you $15,000-30,000 per year. Money that goes straight to your bottom line.
But the real game-changer is setting up buffer days using Guesty Lite’s booking calendar. Instead of same-day turnovers, build in a full day between guest bookings that automatically adjusts to all OTAs you’re listed on. This gives you the flexibility to clean at your own pace without the crushing time pressure that leads to stress and mistakes, whether you choose to clean by yourself or use a cleaning service.
How to implement DIY cleaning successfully:
- Set up buffer days: In your Guesty Lite dashboard, adjust the “preparation time” to block one day after each check-out
- Increase minimum stays: Reduce cleaning turnover frequency by requiring 2-3 night minimum bookings
- Create detailed checklists: Document every cleaning task to maintain consistency
- Time your process: Most properties take 2-4 hours, depending on size
- Prepare supply kits: Keep fully stocked cleaning supplies at each property
- Develop standard procedures: Create step-by-step processes for efficiency
The guest experience benefits are significant, too. When you clean your own properties, you catch details that rushed professional cleaners might miss. Many successful hosts consistently receive “spotless” reviews, specifically because of their extra attention to detail.
Strategy 2: professional cleaning integration through your PMS
Best for: multiple properties or hosts who value time over cost
If you have multiple properties or simply value your time more than the cost savings, professional cleaning integration is your path to ghost-proof reliability.
The key difference is moving beyond individual freelance cleaners to integrated cleaning systems. Instead of depending on one person, you’re tapping into a network with built-in redundancy and accountability, sourcing multiple high-quality cleaners within your local area.
The Guesty + Turno solution
Turno (formerly TurnoverBnB) is a prime example of how integrated cleaning should work. Available across six continents with support in six languages, Turno connects you to over 55,000 vetted service providers, eliminating the single point of failure that creates ghosting situations.
Here’s what makes integrated solutions like Turno iron-clad:
True automation: The system syncs directly with your guest calendar from all major booking platforms. Cleanings are automatically scheduled based on your check-out/check-in times, removing the manual coordination that creates gaps.
Two-way communication: Turno retrieves all your listings and reservations while simultaneously updating Guesty on cleaning status. You’ll know immediately if there’s an issue, not 90 minutes before check-in.
Built-in accountability: Photo sharing, detailed checklists, and problem reporting create transparency. Cleaners must document their work, and you can see exactly what was done and when.
Seamless payments: Auto payment systems eliminate the need to chase invoices or coordinate manual transactions. Everything happens automatically through the platform.
24/7 support: When emergencies do happen, live customer support can help find alternative solutions quickly.
Mobile management: Both hosts and cleaners have mobile apps for real-time updates and communication.
The accountability factor is what prevents ghosting. When cleaners work through integrated platforms, they’re part of a larger ecosystem with ratings, reviews, and consequences for no-shows. Individual freelancers can disappear without repercussions, but platform-based cleaners maintain their reputation and income through reliability.
Using Turno is super straightforward. Get started with Turno now.
Emergency backup plans for both strategies
Regardless of which primary strategy you choose, smart hosts always have emergency plans ready.
Build a network of backup cleaners by connecting with local cleaning services, even if you don’t use them regularly. Many companies appreciate being added to backup lists and will prioritize your emergency calls.
Consider the “surge pricing” approach popularized by ride-sharing apps. When you need emergency cleaning, offer premium rates (1.5x, 2x, or even 3x normal pricing) until someone accepts. It’s expensive, but often cheaper than the alternative consequences.
And, as previously mentioned, keep a full set of cleaning supplies at each property. If you need to handle emergency cleaning yourself, you won’t waste precious time running to the store for supplies.
Choose your path based on your portfolio size
The decision between DIY and professional cleaning isn’t about right or wrong; it’s about what best fits your situation.
Choose DIY cleaning with buffer days if you have 1-3 properties within a reasonable distance, want maximum control over quality, and prefer keeping cleaning costs in your pocket. Or choose professional cleaning integration if you have multiple properties, value your time over cost savings, or want the peace of mind.
At the end of the day, choose what you think is right for your business at the moment. Your future self will thank you the next time a cleaner ghost. You’ll be ready, and your business will keep running smoothly.