At FIBI, we don’t micromanage our cleaning vendors—we empower them to do great work.
We learned the hard way that long checklists and heavy oversight don’t guarantee better cleans. In fact, they often slow cleaners down, reduce morale, and create the very quality issues we were trying to avoid. So, we pivoted.
Today, we motivate performance through transparent expectations, consistent feedback, and clear consequences—without bogging cleaners down in paperwork. Our system is optimized for results, not red tape.
Why We Ditched the Checklist
Early on, we required cleaners to complete extensive checklists and dozens of photos after every clean. But here’s what we discovered: good cleaners don’t need micromanagement—they need trust and clear incentives.
The lengthy checklists became a burden. Cleaners were more focused on ticking boxes than delivering a guest-ready space. In response, we streamlined our process:
- Cleaners now submit a short form + photo/video proof.
- We conduct our own inspections via those submissions.
- We reward results—not paperwork.
The outcome? Higher compliance, better cleans, and happier cleaners.
How We Score Cleaners (And Why It Matters)
We track guest feedback on cleaning quality across all platforms. Each cleaner is assigned a monthly average “clean score” based on guest reviews specifically referencing cleanliness.
- 4.8 or higher: Cleaners are in good standing and may qualify for bonuses.
- Below 4.8: Flagged for review, inspection frequency increases, and retraining is initiated.
This scoring system helps us:
- Spot declining performance early
- Identify all-star vendors who consistently deliver
- Replace underperformers before guest satisfaction drops
Clean scores aren’t just vanity metrics—they’re directly tied to occupancy, review averages, and ultimately, revenue.
The Role of Our Cleaning Coordination Department
We don’t just hire cleaners and hope for the best. Our Cleaning Coordination team works exclusively with our cleaning vendors, ensuring quality from onboarding to performance reviews.
This department is responsible for:
- Daily audits of photo/video submissions
- Tracking monthly cleaning scores
- Reviewing and escalating guest complaints
- Providing real-time cleaner feedback
- Initiating retraining and, when necessary, vendor offboarding
Their #1 priority? Making sure no guest ever checks into a dirty property.
How Retraining Works
When a cleaner fails an inspection or receives a flagged review, our team steps in. Retraining is handled remotely and quickly, using:
- The cleaner’s own video/photo submission
- Screenshots or timestamps of problem areas
- Guest complaint data (if applicable)
- A clear, written improvement plan
Cleaners are coached on what went wrong, what’s expected, and how to fix it on the next clean. We look for responsiveness. If they correct course quickly, they stay. If not, we take action.
When It’s Time to Offboard
Offboarding doesn’t happen on the first mistake—but it does happen if:
- A vendor continues to receive poor reviews
- They fail multiple inspections without improvement
- They’re unresponsive to feedback or unwilling to improve
Offboarding is a business decision. Poor cleans impact:
- Guest experience
- Platform visibility and ranking
- Revenue (via refunds or reduced bookings)
Cleaners who can’t protect our client’s revenue are replaced. We don’t wait for things to spiral—we act preemptively.
Cleaners Who Deliver Are Rewarded
High performers aren’t just retained—they’re recognized.
Our bonus structure rewards cleaners who:
- Maintain a high clean score
- Receive consistent 5-star guest reviews
- Submit quality documentation on time
This helps us retain the best vendors, attract new talent, and ensure our clients get consistent service nationwide.
Quality at Scale Requires a Smarter System
Micromanaging doesn’t scale. Our approach does. We rely on:
- Performance-based incentives
- Remote media audits
- A human coaching system
- Accountability tracking
It’s how we manage STR turnovers nationwide—without compromising on the guest experience or overcharging our clients.
Want to see how we actually inspect properties remotely? Read Blog 3: How We Inspect STR Properties Without Being There
