FAQ

HouseCare only accepts the top applications based on experience and background checks. Identification, address, and social network profiles are verified.

Cleaners are confirmed by email with a link to their profile for name, gender, and rating. All cleaners have strong experience, most are mothers or female students, but some are male. Our cleaners come from all over the world, but speak either English or Japanese fluently. Gender and language can be requested.

Customers can request repeat cleanings by the same staff by writing their name in the comments of the booking form, but we cannot guarantee they will confirm the booking. Please email us to specifically request a different cleaner, or blacklist someone. We encourage you to try multiple cleaners to find the perfect match. Gender and language can be requested.

Yes, payment is made by credit card online at the time of booking.

HouseCare does not officially cover Yokohama, but some new cleaning staff live nearby. Please make a booking and we will promptly reply to confirm if your address is covered or not.

HouseCare has diverse cleaning staff, both Japanese and non-Japanese. We match customers with staff that share a common language, so most English-speaking customers get non-Japanese staff who speak English fluently.

HouseCare is a quality service with experienced cleaners that arrive on short notice with cleaning supplies. Housecare is a web service that efficiently matches customers with staff, so there are no managers or offline marketing that expensive traditional services have. Staff get a flexible schedule with high pay, and many staff are working mothers.

No, HouseCare does not have babysitters at this time.

We will create two LINE groups for you.

  1. 'U Chat' (This is the LINE group that starts with a 'U') -> This is a group made for you. Please use this group to communicate with out Customer Service team. We are happy to help you with general matters such as cleanings, payments, scheduling, and so on. We will also contact you here if there are any emergencies during the cleaning. Please leave the notifications for U Chat on if possible.

if emergency please call us 03-4510-8888

  1. 'C Chat' (This is the LINE group that starts with a 'C')

-> This is a group for your listing. We will make one C Chat for every listing you register with HouseCare. It is mainly used for reporting purposes. The cleaner will send you their scheduled start time, pictures of the room before and after the cleaning, and so on. Our Cleaner Support staff is also in this group, and they will be assisting the cleaners with minor problems that may occur.

if you want to know immediately please check C Chat all the time.

《Airbnb cleaning area》

Tokyo 23 Wards

Kanagawa (Kawasaki)

Osaka (some areas)

Kyoto (some areas)

Future plans : Fukuoka / Okinawa

Please do let us know if you’d like a cleaning in the above areas. Thank you.

《HouseHould area》

Tokyo 23 Wards

Airbnb Questions

Once you add a listing to our system, we will give you an estimated Basic Service Time*. Please book your cleaning according to this estimate. If you’d like to book a cleaning for tomorrow, but you still haven’t gotten an estimated time from our staff, please call us at 03-4510-8888.

*The Basic Service Time may be adjusted after the first cleaning.

Yes. The cleaners will wash all of the used linen and towels. They will wash with the washing machine in your room, and go to the nearest coin laundry for drying. Meanwhile, the cleaners will use the extra bedsheets to prepare the room for the next guests. Please make sure you have at least one extra set of linen for each bed.

No, you don’t have to let them in. You can just hide the key near your house, just like you would for your guests. The cleaners will retrieve the key and let themselves in.
Prior to your first cleaning, please give us detailed information on where the key is located.

Please pay by card when you’re making your booking. If you wish to pay by invoice, please contact our Customer Service staff.

Yes. The cleaners will take the trash out to the designated areas. Please give us detailed information on the location. If the trash area at your building is not available 24 hours, please contact the Customer Service staff.

We definitely feel your pain! We understand that ordering every cleaning manually can be a serious bottleneck for busy hosts. That’s why we offer Automatic Orders. It’s very simple to set up – all you have to do is give us the calendar link for your Airbnb, and our system will automatically order a cleaning for you every time there’s a guest check-out.

Subscribe to a 12-month Plan on your property using your Airbnb iCal on the properties page: https://housecare.tokyo/en/property/list

No. All you have to do it give us detailed information on where the key is and how the cleaners can get it. The cleaners can then let themselves in for the cleaning.

We ask our clients to prepare basic cleaning tools, such as vacuum cleaners and swiffers. We’ll also need you to prepare extra bedsheets and towels. Our cleaners will use the extra linen and towels to set the room while they wash the used ones. Multitasking like this is what makes HouseCare’s speedy service possible!
We also need you to prepare basic cleaning supplies and other items that make the cleaning go as smoothly as possible. Here is a full list of items:

CLEANING TOOLS & SUPPLIES
-Vacuum cleaner
-Swiffer
-Swiffer wet sheets
-Dish soap
-Laundry detergent (liquid only)
-Bathtub cleaner
-Toilet cleaner (spray)
-Toilet cleaner (wet wipes)
-Mold removing agent
-Air freshener spray
-Trash bags

GENERAL
-extra bedsheets (Please prepare at least one extra set of sheets for each bed. We recommend synthetic fibers to reduce the drying time.)
-extra towels (Please prepare at least one extra towel for each guests. Lightweight towels help reduce the drying time.)
-laundry bag or cart (Carrying a load of wet laundry to the coin laundry is a lot of work. Please help our cleaners work faster by preparing a large laundry bag or cart. We prefer: http://goo.gl/m7FCKR or http://goo.gl/RRjZiS)

Yes. Here’s a list of things our cleaners will refill / replace:

-Shampoo
-Conditioner
-Body soap
-Toilet paper
-Hand soap
-Tissue box

We’ll take the refills and replacements from whatever stock is available in your house. If there is no stock left, the cleaners will buy from a nearby store, unless you specifically request us not to buy refills. Please note that we will not be able to accommodate preferences for brands.

The cleaners will also buy stock for the following cleaning goods:

-Swiffer wet sheets
-Dish soap
-Laundry detergent (liquid)
-Bathtub cleaner
-Toilet cleaner (spray)
-Toilet cleaner (wet wipes)
-Mold removing agent
-Air freshener spray
-Trash bags

If the cleaner buys any refills, you will be sent a picture of the receipt. We will charge you for the month’s refill costs at the beginning of the following month.

We have LINE group for report each listing.

-> This is a group for your listing. We will make one Report Chat for every listing you register with HouseCare. It is mainly used for reporting purposes. The cleaner will send you their scheduled start time, pictures of the room before and after the cleaning, and so on. Our Cleaner Support staff is also in this group, and they will be assisting the cleaners with minor problems that may occur.

if you want to know immediately please check C Chat all the time.

We provide the following services:

● Cleaning

● Changing bedsheets

● Wash and dry laundry (We will use the washing machine in the property, or use the coin laundry if one is not available)

● Clean the mailbox (We will throw flyers out, and put letters away at your instruction)

● Check and Charge wi-fi

● Refill amenities

● Restock amenities

● Report about the cleaning via LINE

Cleaning Times
When you book a cleaning, you will be asked to choose a start time. However, we may start the cleaning outside the time you requested. Please note that all cleanings will take place in between the checkout time and check-in time.

If you have no same day check-in, we may go in to clean during evening time. If you’re okay with this, please uncheck the ’same day checkin?’ box. It will help us find a cleaner faster.

actual cleaning time will tell C chat at LINE group the day before yesterday or the day cleaning day.

Fees for Extended Hours

Sometimes, we will have to ask for an extension of the cleaning hours. We will make photo reports to you when necessary.

we will make the decision to extend on your behalf, up to the first 60 minutes.

Some of the common reasons for extensions are:

-The previous guest was late checking out

-Misplaced key (sometimes the key isn’t where it’s supposed to be)

-Shopping for special items (if there are any special shopping requests, such as light bulbs, we may need to extend the cleaning time in order to get to the store)

-Problems at the coin laundry (the cleaner may have to wait if all the machines are being used)

-The house is too messy to clean within the appointed time (if it exceeds the limits of a normal cleaning, we may ask for an extension)

-The garbage isn’t separated

-If there are any other problems that can’t be dealt with within the appointed time

We charge for every 15 minutes of extension.

【Ad-hoc Order】 625 yen
【12-Month Subscription】 500 yen

Cancellation

★Cancelling BEFORE 10:00AM on the day before the cleaning

• You may cancel at any time on our website free of charge.
• A full 100% refund will be issued automatically.

★Cancelling AFTER 10:00AM on the day before the cleaning

a. If the cleaning HASN'T been matched with a cleaner yet:
• You may cancel through our website free of charge.
• A full 100% refund will be issued automatically.

b. If the cleaning HAS been matched with a cleaner.
• You may cancel through our website.
• You will be charge a 50% cancellation fee.
• We will automatically refund 50% of the cleaning fee.

Please check here for more info: https://housecare.tokyo/en/cancellation

Before the cleaning

What do we require?

In order to do an effective cleaning, we require that you prepare at least one of the following items.

Vacuum

Vacuum cleaner

Mop

Wiper

Roller

Lint roller


What do we bring with us?

We will bring with us a full set of products to guarantee a good result.

Towels

Towels

Sponge

Sponges

Brush

Brushes


Duster

Dusters

Gloves

Gloves

Cleaner

Cleaners

If you want our cleaners to use other products in your home, please let us know.

How it Works

① Add Properties

Fill in information about your properties, such as address, number of rooms, and how to get in.

② Reserve

Choose a date, time and the rooms to clean. You can get a cleaning tomorrow if you book by 17:00 (5PM).

③ Start

You're all set! We'll add you in a Line group per property so you can see your home get cleaned in real time.


Book a cleaning for your property today

Sign up