> ## Documentation Index
> Fetch the complete documentation index at: https://help.betweenguests.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> Common questions from owners and cleaners.

<AccordionGroup>
  <Accordion title="Why hasn't my cleaning been accepted?">
    A few reasons this can happen:

    * You haven't invited any cleaners yet — go to **Team → Invite Cleaner** to add someone to your roster
    * Your cleaners don't have the app open or haven't seen the notification yet
    * All of your cleaners have declined the job or are unavailable

    If a job sits unaccepted for too long, you'll receive an escalation notification. You can also manually reassign the job or cancel and reschedule.
  </Accordion>

  <Accordion title="How do I change a cleaner's rate?">
    Rates are set when the invitation is sent and can't be edited after acceptance. To update a cleaner's rate:

    1. Remove them from your roster (or keep them — they can have multiple)
    2. Send a new invitation with the updated rate
    3. Have them accept the new invitation

    The new rate applies to all jobs posted after they accept the new invite.
  </Accordion>

  <Accordion title="Can a cleaner see my guests' names?">
    No. Guest names and personal guest information are never shown to cleaners. Cleaners see only the property type, the property address (revealed after accepting), the scheduled date, estimated duration, and any notes you've written for that specific job.
  </Accordion>

  <Accordion title="What if a cleaner doesn't show up?">
    If a cleaner has accepted a job but doesn't start it within a reasonable window of the scheduled time, you'll receive an escalation notification. You can then:

    * Contact the cleaner directly
    * Cancel the cleaning and create a new one so other cleaners can accept it

    Between Guests doesn't manage no-shows directly — you'll need to handle that conversation with your cleaner outside the app.
  </Accordion>

  <Accordion title="Does the invitation link expire?">
    Yes. Invitation links expire **24 hours** after they're generated. If your cleaner hasn't accepted in time, go back to **Team → Invite Cleaner** and generate a new link. You can re-use the same rate and settings.
  </Accordion>

  <Accordion title="How is payment calculated?">
    Payment depends on the rate type set when the cleaner was invited:

    * **Flat fee** — the cleaner earns a fixed dollar amount per job, regardless of how long it takes
    * **Hourly** — the cleaner's hourly rate is multiplied by the cleaning's **estimated duration**

    Payment is informational in Between Guests — the actual transfer of money happens outside the platform (bank transfer, Venmo, etc.).
  </Accordion>

  <Accordion title="Can I have multiple cleaners for the same property?">
    Yes. Every active cleaner on your roster sees every available opportunity across all your properties. Multiple cleaners can be in your team, but only one will accept each individual cleaning (first-come-first-served).

    Having multiple cleaners increases the chance that someone accepts quickly.
  </Accordion>

  <Accordion title="What is 'Owner Cleans First'?">
    Owner Cleans First is a per-property setting that gives you first right of refusal on each cleaning. When enabled:

    * For **manually created** cleanings: you see a checkbox to claim it yourself when creating the job
    * For **calendar-synced** cleanings: you get a 12-hour window to accept before the job is released to your cleaner roster

    If you claim a cleaning, you complete a simplified workflow (no full checklist or photos required). If you decline or the window expires, the job goes to your cleaners as normal.

    See [Owner Cleans First](/owners/owner-cleans-first) for the full guide.
  </Accordion>

  <Accordion title="How do I connect my Airbnb calendar?">
    Go to your property settings and look for **Calendar Sync**. Paste your Airbnb iCal URL (found in your Airbnb hosting settings under Availability → Sync Calendars). Between Guests will check for new checkout events and create cleaning jobs automatically.
  </Accordion>
</AccordionGroup>