# Billing and Subscriptions
Source: https://help.betweenguests.com/account/billing-and-subscriptions
Manage your subscription, payment method, and billing history.
Between Guests uses a subscription model for owner accounts. Manage everything billing-related from **Settings → Billing**.
## Subscription overview
The billing page shows your current plan status:
* **Plan name** — which subscription tier you're on
* **Status** — active, past due, or cancelled
* **Renewal date** — when your next billing cycle starts
## Payment method
Click **Manage Payment Method** to:
* Add or update your credit card
* Switch between payment methods
Payment processing is handled securely through Stripe. Between Guests never stores your full card details.
## Billing history
View past invoices and payment receipts. Each entry shows:
* Date
* Amount charged
* Payment status
* Link to download the invoice
## Updating your subscription
To change your plan, click **Manage Subscription** on the billing page. You can upgrade, downgrade, or cancel from there.
Changes to your subscription take effect at the start of your next billing cycle. If you upgrade mid-cycle, you'll receive prorated access to the new plan immediately.
Cancelling your subscription doesn't delete your account or data. Your properties, cleanings, and history are preserved. You can resubscribe at any time to regain full access.
# Managing Your Account
Source: https://help.betweenguests.com/account/managing-your-account
Update your profile, notifications, appearance, and security settings.
Your account settings control your profile, how you receive notifications, and how the app looks. Both owners and cleaners have access to these settings.
## Profile and team settings
Go to **Settings → Account** to update:
* **Team name** — the name of your account (visible to your team members)
* **Team slug** — the URL-friendly identifier for your account
## Notification preferences
Go to **Settings → Notifications** to control how and when you're notified.
### Per-notification toggles
Each notification type can be independently enabled or disabled for email and SMS:
| Notification | When it fires |
| ---------------------- | ------------------------------------------ |
| **Cleaning assigned** | A new cleaning is posted |
| **Cleaner accepted** | A cleaner claims a job |
| **Cleaning completed** | A cleaner submits their work |
| **Cleaning verified** | An owner approves the work |
| **Escalation alert** | An urgent job hasn't been accepted in time |
| **Issue reported** | A cleaner flags a property issue |
| **Payment ready** | A payment status changes |
### Quiet hours
Enable quiet hours to silence notifications during specific times (e.g. overnight). Set your:
* **Start time** — when quiet hours begin
* **End time** — when quiet hours end
* **Timezone** — ensures times are correct for your location
Notifications received during quiet hours are held and delivered when quiet hours end.
## Appearance
Go to **Settings → Appearance** to switch between:
* **Light mode** — warm cream background
* **Dark mode** — warm charcoal background
Your preference is saved and applies across all devices.
## Security
Go to **Settings → Security** to manage:
* **Password** — change your account password
* **Sessions** — view and manage active sessions across devices
If you're accessing Between Guests from a shared or public device, use the sessions panel to sign out remotely.
## Privacy
Go to **Settings → Privacy** to review and manage your data privacy settings.
## Team members
Go to **Settings → Members** to manage who has access to your account. You can:
* View current team members and their roles
* Invite new members
* Update roles (owner or member)
* Remove team members
Team members are different from cleaners. Members have access to your dashboard and settings. Cleaners only see the job feed and their own earnings. See [Managing Your Team](/owners/managing-your-team) for cleaner management.
# Accepting a Job
Source: https://help.betweenguests.com/cleaners/accepting-a-job
How to claim a cleaning from your job feed.
Jobs are claimed on a first-come-first-served basis. Here's how to accept one.
## Accepting from the feed
1. Open the **Cleaner** page and find the job in **Available Opportunities**
2. Tap the card to view the full details
3. Review everything in the confirmation dialog:
* Property address (now revealed in full)
* Date and start time
* Estimated duration
* Your expected pay
* Any notes from the owner
4. Tap **Accept Job** to confirm
The job immediately moves to **My Jobs** and is removed from the feed for all other cleaners.
## First-come-first-served
Because all cleaners on the roster see the same opportunities, there's a small chance someone else accepts a job at the same moment you do. If that happens:
* You'll see a message: "This job was just accepted by another cleaner."
* The job disappears from your Available Opportunities
* You haven't lost anything — look for the next opportunity
If you're consistently missing jobs because they fill up quickly, talk to your owner about their roster size or notification timing.
## After accepting
Once you've accepted, the job is yours. Your owner is notified that someone has claimed the cleaning.
You can view the full job details at any time in **My Jobs**. On the day of the cleaning, open the job and tap **Start Cleaning** to begin.
See [Completing a Cleaning](/cleaners/completing-a-cleaning) for the full walkthrough of what to do when you arrive.
# Completing a Cleaning
Source: https://help.betweenguests.com/cleaners/completing-a-cleaning
Walk through the checklist, upload photos, and submit your work.
## Starting the cleaning
When you arrive at the property, open the job in **My Jobs** and tap **Start Cleaning**. This starts the time log and unlocks the checklist.
## Working through the checklist
The checklist is organized by room (e.g. Kitchen, Bedroom 1, Bathrooms, Common Areas). Each room has a list of tasks to complete.
As you finish each item, tap the checkbox to mark it done. A progress bar at the top shows how much of the checklist is complete.
Work room by room to stay organized. The checklist auto-saves as you go — if you close the app and come back, your progress is preserved.
## Uploading proof photos
Photos are how your owner verifies the job was done correctly. To add a photo:
1. Tap **Add Photo** at the bottom of any room section (or from the main Photos tab)
2. Take a new photo or choose from your camera roll
3. Optionally tag it to a room and add a short caption
You must upload **at least one photo** before you can submit. More is better — cover each room and any specific items the owner mentioned in their notes.
## Submitting
The **Submit** button becomes active when:
* All checklist items are marked complete
* At least one photo has been uploaded
Tap **Submit** to send your work for owner review. The job status changes to **Completed** and your owner is notified.
You can't edit the checklist or add photos after submitting. Make sure everything is in order before you tap Submit.
## Handling a redo
If your owner isn't satisfied with the work, they'll send it back with a status of **Redo** and written notes explaining what to fix.
You'll receive a notification. Open the job in **My Jobs** to see:
* The owner's redo notes at the top
* The checklist with all items reset to unchecked
* Your previously submitted photos (still visible for reference)
Go back to the property, address the owner's notes, re-check the relevant items, upload new photos of the fixed areas, and tap **Submit** again.
Re-check all checklist items — even ones you completed the first time. The owner needs to see the full checklist re-confirmed, not just the items they flagged.
# Reporting an Issue
Source: https://help.betweenguests.com/cleaners/reporting-an-issue
Flag damage, maintenance needs, or safety concerns at a property.
If you notice something wrong at a property during a cleaning — damage, a broken appliance, a safety hazard, or missing supplies — you can report it directly from the job. Your owner is notified immediately.
## When to report
Report an issue whenever you find something that the owner should know about, even if it doesn't prevent you from completing the cleaning. Common examples:
* Broken furniture or fixtures
* Appliances not working
* Water leaks or mold
* Missing cleaning supplies or amenities
* Safety hazards (broken locks, exposed wiring, etc.)
## Creating a report
From an active cleaning (in progress or completed), tap **Report Issue**.
### Issue fields
| Field | Required | Notes |
| --------------- | -------- | -------------------------------------------------------------------------- |
| **Category** | Yes | Damage, maintenance, safety, missing item, or other |
| **Severity** | Yes | Low, medium, high, or urgent |
| **Description** | Yes | Explain what you found — be specific about location and condition |
| **Photos** | No | Strongly recommended — tap to take a photo or choose from your camera roll |
You can add captions to photos to clarify what they show.
### Choosing a severity
| Severity | Use when |
| ---------- | ------------------------------------------------------------------------------------ |
| **Low** | Minor cosmetic issues — scuff marks, small stains |
| **Medium** | Things that should be fixed but aren't urgent — a sticky door, a missing towel rack |
| **High** | Significant issues affecting guest experience — broken appliance, plumbing problem |
| **Urgent** | Safety hazards that need immediate attention — gas leak, broken lock, exposed wiring |
## What happens next
After you submit, the owner receives a notification with your report details and photos. The issue goes through these statuses:
| Status | Meaning |
| ---------------- | --------------------------------------------------- |
| **Reported** | You've submitted the issue |
| **Acknowledged** | The owner has seen it |
| **Resolved** | The owner has fixed the issue |
| **Dismissed** | The owner has reviewed and closed it without action |
Always include photos when reporting issues. A clear photo is worth more than a paragraph of description and helps owners understand exactly what needs attention.
Reporting issues doesn't affect your cleaning progress. You can continue working through the checklist while the report is submitted in the background.
# Tracking Your Earnings
Source: https://help.betweenguests.com/cleaners/tracking-your-earnings
View your completed jobs, earnings, and payment status.
The **Earnings** section gives you a clear picture of how much you've earned, what's been paid, and what's still pending.
## Earnings overview
At the top of the earnings page you'll see summary cards for your selected time period:
| Metric | What it shows |
| --------------------------- | ----------------------------------------------- |
| **Jobs completed** | Total cleanings you've finished |
| **Estimated earnings** | Total pay based on your rate for completed jobs |
| **Average completion time** | Your typical time to finish a cleaning |
## Date range
Use the date range selector to view earnings for different periods:
* This week
* This month
* Last 3 months
* Custom range
The summary cards and chart update automatically when you change the range.
## Earnings chart
The chart shows your earnings over time — daily, weekly, or monthly depending on the selected range. This helps you spot trends and plan for busy or slow periods.
## Breakdown by owner
Below the chart, your earnings are broken down by owner and property. This is useful if you clean for multiple owners and want to see where your income is coming from.
## Payment status
Each completed job has a payment status:
| Status | Meaning |
| ------------ | ----------------------------------------------------- |
| **Pending** | Cleaning completed, payment not yet approved by owner |
| **Approved** | Owner has approved the payment |
| **Paid** | Payment has been made |
Between Guests tracks payment status but doesn't handle the actual money transfer. Payment happens outside the platform (bank transfer, Venmo, etc.) — your owner will pay you through your agreed method.
## How your rate is calculated
Your pay for each job depends on the rate type set when you were invited:
* **Flat fee** — you earn a fixed amount per job, regardless of how long it takes
* **Hourly** — your hourly rate is multiplied by the cleaning's estimated duration
The rate used for each job is locked in when you accept it, so rate changes don't affect jobs you've already taken.
# Your Calendar
Source: https://help.betweenguests.com/cleaners/your-calendar
View your upcoming jobs and available opportunities at a glance.
The calendar gives you a visual overview of your schedule — both jobs you've accepted and new opportunities waiting to be claimed.
## Calendar views
Switch between views using the controls at the top of the calendar:
| View | Best for |
| --------- | --------------------------------------------------- |
| **Month** | Seeing your overall schedule and spotting open days |
| **Week** | Planning your upcoming week |
| **Day** | Checking the details of a specific day |
Use the navigation arrows to move between dates, or tap **Today** to jump back to the current day.
## What's on the calendar
Jobs are color-coded by status:
| Color | Meaning |
| ---------------- | ---------------------------------------------------------- |
| **Blue** | Accepted — you've claimed this job but haven't started yet |
| **Amber** | In progress — you're currently working on this cleaning |
| **Green** | Completed — submitted and awaiting owner review |
| **Gray outline** | Available — an open opportunity you haven't accepted yet |
Each event shows the property name, cleaning type, and estimated duration.
## Viewing job details
Tap any event on the calendar to open the full job details — property info, checklist, scheduled time, and any notes from the owner.
From the detail view you can:
* **Accept** an available opportunity
* **Start** an accepted job
* View the full checklist and property access details
Check your calendar at the start of each week to see what's coming up. Available opportunities appear as outlines so you can quickly spot days where you could pick up extra work.
# Your Job Feed
Source: https://help.betweenguests.com/cleaners/your-job-feed
Find available cleaning opportunities and track your accepted jobs.
The Cleaner page is your home base in Between Guests. It's divided into two sections.
## Available Opportunities
This section shows all cleanings posted by owners you work for that haven't been claimed yet.
Each opportunity card shows:
| Detail | Notes |
| ---------------------- | ---------------------------------------------------- |
| **Property type** | Apartment, house, cabin, etc. |
| **Date and time** | When the cleaning is scheduled |
| **Estimated duration** | How long it should take |
| **Your pay** | Calculated from your rate and the estimated duration |
Full property addresses are only revealed after you accept the job. Before accepting, you'll see the general area only.
Jobs disappear from Available Opportunities as soon as another cleaner accepts them — it's first-come-first-served.
## My Jobs
This section shows cleanings you've accepted, organized by status:
* **Accepted** — upcoming jobs you've claimed but haven't started yet
* **In Progress** — jobs you've actively started
* **Redo** — jobs the owner has sent back for corrections
Tap any card to open the job detail and take action.
## Pay calculation
Your pay for each job depends on the rate type your owner set when inviting you:
| Rate type | How pay is calculated |
| ------------ | ---------------------------------------------------- |
| **Flat fee** | Fixed amount per job, regardless of time |
| **Hourly** | Your hourly rate × the cleaning's estimated duration |
Pay is based on the *estimated* duration set by the owner, not the actual time you spend. If a job regularly takes longer than estimated, ask your owner to adjust the duration.
## If you work for multiple owners
If you've accepted invitations from more than one owner, their opportunities all appear in the same **Available Opportunities** section. Your **My Jobs** section shows accepted jobs from all owners.
# Frequently Asked Questions
Source: https://help.betweenguests.com/faq
Common questions from owners and cleaners.
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.
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.
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.
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.
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.
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.).
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.
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.
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.
# Getting Started: For Cleaners
Source: https://help.betweenguests.com/getting-started/for-cleaners
Accept your invitation, set up your profile, and complete your first job.
You don't sign up for Between Guests on your own — you join when a property owner invites you. This guide walks you through everything from receiving that invite to finishing your first cleaning.
Your owner will send you a unique link by text, email, or messaging app. The link looks like:
```
https://betweenguests.com/invite/...
```
Invitation links expire after **24 hours**. If your link has expired, ask your owner to send a new one.
Click the invitation link and follow the sign-up flow:
1. Enter your **email address** and create a password
2. Confirm your email via the verification link sent to your inbox
3. Fill in your **display name** and **phone number**
Your profile is now created and linked to your owner's team.
After sign-up, you'll see a confirmation screen showing which owner's team you're joining and the **rate** they've set for you (hourly or flat fee). Review this and confirm acceptance.
You're now on the roster and will start seeing their cleaning opportunities.
The **Cleaner** page is your home base. It has two sections:
* **Available Opportunities** — cleanings posted by your owner(s) that haven't been accepted yet
* **My Jobs** — cleanings you've accepted that are upcoming or in progress
Each opportunity card shows the property type, date, estimated duration, and your pay for the job.
Full addresses are only revealed after you accept a job.
Tap **Accept Job** on any available opportunity. A confirmation dialog shows all the details and your expected pay. Confirm to claim the job.
On the day of the cleaning:
1. Open the job in **My Jobs** and tap **Start Cleaning**
2. Work through the checklist room by room
3. Upload at least one proof photo
4. Tap **Submit** when everything is complete
See [Completing a Cleaning](/cleaners/completing-a-cleaning) for the full walkthrough.
If you work for multiple owners, you'll see opportunities from all of them in the same feed — just filtered to jobs you haven't already accepted.
# Getting Started: For Owners
Source: https://help.betweenguests.com/getting-started/for-owners
Create your account, add a property, invite a cleaner, and run your first cleaning.
This walkthrough takes you from a brand-new account to a completed and verified first cleaning.
Sign up at [betweenguests.com](https://betweenguests.com). After confirming your email you'll be prompted to:
* Enter your **display name** (shown to your cleaners)
* Select your **timezone** (used for scheduling)
Your account is personal to you. You can manage multiple properties from it without creating separate logins.
From your dashboard, click **Add Property** and fill in:
| Field | Notes |
| -------------------- | -------------------------------------------------------- |
| Name | A short label for your own reference (e.g. "Lake House") |
| Address | Full street address |
| Type | Apartment, house, condo, etc. |
| Bedrooms / Bathrooms | Used for cleaner estimates |
| Notes | Parking instructions, entry codes, etc. |
You can also enable **Owner Cleans First** during setup — see [Owner Cleans First](/owners/owner-cleans-first) for details.
Click **Save**. Your property is now available for scheduling.
Go to **Team** → **Invite Cleaner** and fill in:
* **Rate type**: Hourly or flat fee
* **Amount**: The agreed rate in dollars
* **Notes**: Any message to include in the invitation
Copy the generated **invite link** and share it with your cleaner (text, email, or messaging app). The link expires after **24 hours**.
Once the cleaner accepts, they'll appear in your roster and will start receiving your cleaning opportunities.
You can invite multiple cleaners. All of them will see available jobs and can accept on a first-come-first-served basis.
Open the **Cleanings** section and click **New Cleaning**. Select:
* **Property**
* **Date and start time**
* **Type** (standard, deep clean, etc.)
* **Estimated duration**
* **Notes** for the cleaner (optional)
Once saved, the cleaning appears as **Available** in your cleaners' job feed.
When your cleaner marks the job as complete, you'll receive a notification. Open the cleaning to see:
* Completed checklist items
* Proof photos with timestamps
* Time log
If everything looks good, click **Verify**. If something needs attention, click **Request Redo** and add notes explaining what to fix.
See [Verifying a Cleaning](/owners/verifying-a-cleaning) for the full review workflow.
Once your first cleaning is verified, the full cycle is in place. Future cleanings follow the same flow — you can also connect your Airbnb calendar to auto-create cleanings on checkout.
# Welcome to Between Guests
Source: https://help.betweenguests.com/introduction
Help center for owners and cleaners using the Between Guests platform.
Between Guests is a cleaning management platform built for short-term rental owners. It connects you with your cleaning team, tracks every job from scheduling through verification, and keeps your property turnover running smoothly.
Set up your account, add properties, invite cleaners, and manage your cleaning schedule.
Accept your invitation, browse available jobs, and complete cleanings with photo verification.
## Most common tasks
Register your rental unit and configure its settings.
Create a cleaning job and track its status.
Send an invitation link to bring a cleaner onto your team.
Walk through the checklist and submit photo proof.
## How it works
1. **Owners** add their properties and invite cleaners to their team.
2. When a guest checks out, the owner schedules a cleaning (or it's auto-created from a calendar sync).
3. The cleaning appears in the **cleaner's job feed**; they accept and complete it with a checklist and photos.
4. The owner reviews the submitted work and **verifies** it — or requests a redo.
Have a question that's not answered here? Email us at [support@betweenguests.com](mailto:support@betweenguests.com).
# Adding a Property
Source: https://help.betweenguests.com/owners/adding-a-property
Register a rental unit and configure its settings.
Each property in Between Guests represents a single rental unit. You can have as many properties as you need — each one gets its own cleaning schedule, checklist, and team.
## Creating a property
From your dashboard, click **Add Property** in the Properties section.
### Property fields
| Field | Required | Notes |
| ----------------- | -------- | ----------------------------------------------------------------------- |
| **Name** | Yes | A short label you'll use internally (e.g. "Downtown Loft") |
| **Address** | Yes | Full street address, visible to cleaners only after they accept a job |
| **Property type** | Yes | Apartment, house, condo, cabin, etc. |
| **Bedrooms** | Yes | Number of bedrooms |
| **Bathrooms** | Yes | Number of bathrooms (include half baths) |
| **Notes** | No | Anything a cleaner needs to know: parking, entry codes, building access |
### Owner Cleans First
At the bottom of the form you'll see the **Owner Cleans First** toggle. When enabled:
* You'll be notified first whenever a cleaning is scheduled for this property
* You have a window to claim the job yourself before it's released to your cleaner roster
* You can complete a simplified workflow (no full checklist or photos required)
See [Owner Cleans First](/owners/owner-cleans-first) for the full explanation.
Click **Save Property** to create it.
## Editing a property
Open the property from your Properties list and click **Edit**. All fields can be updated at any time. Changes don't affect in-progress cleanings.
## Deleting a property
Open the property and click **Delete**. This is permanent and removes all associated cleanings from your schedule.
Deleting a property cannot be undone. Make sure you've recorded anything you need before proceeding.
# Connecting Your Airbnb Calendar
Source: https://help.betweenguests.com/owners/connecting-your-airbnb-calendar
Sync your Airbnb calendar to auto-generate cleanings between guest stays.
Between Guests can automatically create cleaning jobs whenever it detects a gap between guest stays. Connect your Airbnb calendar (or any platform that provides an iCal feed) and cleanings are generated for you.
## Finding your iCal URL
In your Airbnb hosting dashboard:
1. Go to **Listing** → **Availability**
2. Scroll to **Sync Calendars**
3. Click **Export Calendar**
4. Copy the iCal URL
This also works with VRBO, Booking.com, and any platform that exports an iCal (.ics) feed. The setup steps are the same — just paste the iCal URL from that platform.
## Adding the calendar link
1. Open your property in Between Guests
2. Go to the **Calendar** tab
3. Click **Add Calendar Link**
4. Paste your iCal URL
5. Click **Save**
Between Guests will immediately sync and pull in your upcoming reservations.
## Configuring sync settings
After adding a calendar link, click **Sync Settings** to configure how cleanings are generated.
| Setting | What it controls |
| ------------------------- | --------------------------------------------------------------------------- |
| **Default checkout time** | The time guests check out (used to schedule cleaning start times) |
| **Default check-in time** | The time the next guest arrives (cleaning must be done by then) |
| **Minimum cleaning gap** | The shortest gap (in minutes) between stays that should generate a cleaning |
| **Default cleaning type** | Which cleaning type to assign to auto-generated cleanings |
If the gap between two stays is shorter than your minimum cleaning gap, no cleaning will be generated. This prevents impossible schedules.
## How auto-generated cleanings work
When Between Guests detects a gap between a checkout and the next check-in, it automatically creates a cleaning with:
* The date set to the checkout day
* The start time set to your default checkout time
* The cleaning type set to your default
* The appropriate checklist attached
These cleanings behave identically to manually created ones — they appear in your cleaners' job feed, can be edited or cancelled, and follow the same status flow.
## Manual sync
Between Guests syncs your calendar automatically on a regular interval. If you've just updated your Airbnb calendar and want to see changes immediately, click **Sync Now** to trigger a manual refresh.
The last sync timestamp is displayed next to your calendar link so you can always see when data was last pulled.
## Pausing a calendar link
If you need to temporarily stop auto-generating cleanings (seasonal break, renovations, etc.), you can pause a calendar link without deleting it. Click the calendar link and select **Pause**. Resume it anytime to pick back up.
## Removing a calendar link
Click the calendar link and select **Delete**. This removes the link and stops all future syncing. Cleanings that were already generated are not affected.
# Inviting a Cleaner
Source: https://help.betweenguests.com/owners/inviting-a-cleaner
Add cleaners to your team and set their rates.
Cleaners join your team through a personal invitation link. Once they accept, they'll see your cleaning opportunities in their job feed.
## Sending an invitation
Go to **Team** → **Invite Cleaner** and fill in the invitation form:
| Field | Notes |
| --------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| **Rate type** | **Hourly** — pay is calculated from the cleaning's estimated duration. **Flat fee** — a fixed amount per job regardless of time. |
| **Rate amount** | Dollar amount (e.g. `25.00` for $25/hr or $25 flat) |
| **Notes** | Optional message to the cleaner (e.g. parking instructions, what to expect) |
Click **Generate Link**. Copy the link and share it directly with your cleaner via text, email, or messaging app.
The invitation link expires after **24 hours**. If your cleaner doesn't sign up in time, return to the Team page and generate a new link.
## What the cleaner sees
When the cleaner opens the link, they'll be prompted to create an account (or log in if they already have one). After confirming their email, they'll see your invitation details — including their rate — and can accept.
Once accepted, they're on your roster and will see future cleaning opportunities immediately.
## Managing your roster
Your **Team** page shows all current cleaners with their rate type, amount, and the date they joined. You can remove a cleaner from your roster at any time — they'll no longer see your jobs, but their historical cleaning records remain.
## Multiple cleaners
You can have as many cleaners on your roster as you like. When a cleaning is posted, **all** of your active cleaners see it. Jobs are claimed first-come-first-served — the first cleaner to accept gets the job.
If you want to give a specific cleaner a different rate later, simply send a new invitation at the new rate. Each invitation is independent.
## Privacy
Guest names and personal guest information are **never** shown to cleaners. Cleaners see only the property type, address (revealed after accepting), scheduled date, and any notes you add to the job.
# Managing Checklists
Source: https://help.betweenguests.com/owners/managing-checklists
Create room-by-room cleaning checklists for your properties.
Each property can have one or more checklists that guide your cleaners through every task, room by room. Checklists ensure consistent results across cleanings and give you a clear record of what was done.
## Creating a checklist
Open a property and navigate to the **Checklists** tab. Click **New Checklist**.
### Checklist fields
| Field | Required | Notes |
| ----------------- | -------- | ---------------------------------------------------------------------------------------- |
| **Name** | Yes | A label for this checklist (e.g. "Standard Turnover") |
| **Cleaning type** | No | Link it to a specific cleaning type, or leave blank to make it the default for all types |
Click **Save** to create the checklist, then start adding items.
## Adding checklist items
Click **Add Item** within any room section — or create a new room section first if needed.
### Item fields
| Field | Required | Notes |
| ------------- | -------- | ----------------------------------------------------------------------------- |
| **Room** | Yes | Which room or area this task belongs to (Kitchen, Bedroom 1, Bathrooms, etc.) |
| **Task name** | Yes | Short description of the task (e.g. "Wipe down countertops") |
| **Notes** | No | Extra detail or specific instructions for this task |
Items are grouped by room automatically. You can add as many items per room as you need.
## Reordering items
Drag and drop items within a room to change their order. You can also drag items between rooms to reorganize.
Order items in the sequence a cleaner would naturally move through the space — top to bottom, left to right. This keeps the workflow intuitive.
## Cleaning-type-specific checklists
If you use multiple cleaning types (standard, deep clean, post-construction, etc.), you can create a separate checklist for each. When a cleaning is scheduled, the system automatically assigns the checklist that matches its cleaning type.
If no type-specific checklist exists, the default checklist is used.
## How cleaners see your checklist
When a cleaner starts a job, the checklist appears organized by room with checkboxes for each task. As they complete items, a progress bar tracks their overall completion. The checklist auto-saves — if they close the app, their progress is preserved.
Cleaners cannot edit the checklist itself — they can only check off items and add photos.
## Editing a checklist
Open the checklist from your property's **Checklists** tab. You can:
* Add, edit, or remove individual items
* Rename rooms or the checklist itself
* Change the linked cleaning type
Changes to a checklist don't affect cleanings that are already in progress. The updated checklist applies to future cleanings only.
## Deleting a checklist
Open the checklist and click **Delete**. You'll be asked to confirm.
Deleting a checklist is permanent. Completed cleanings retain a snapshot of the checklist that was used, so historical records are not affected.
# Managing Your Team
Source: https://help.betweenguests.com/owners/managing-your-team
View your cleaner roster, track performance, and manage assignments.
Your team roster is where you manage the cleaners who work on your properties. You can view performance, manage property assignments, and track pending invitations.
## Viewing your roster
Go to **Team** (or **Settings → Roster**) to see all active cleaners. Each cleaner card shows:
| Detail | Description |
| -------------- | ----------------------------------------------------- |
| **Name** | Full name from their profile |
| **Phone** | Contact number |
| **Rating** | Average star rating and number of completed cleanings |
| **Rate** | Their pay rate — flat fee per job or hourly rate |
| **Properties** | Which properties they're assigned to |
## Property assignments
By default, every cleaner on your roster sees opportunities for all your properties. You can narrow this by assigning cleaners to specific properties:
1. Open a cleaner from your roster
2. View their **Property Assignments**
3. Toggle which properties they should receive opportunities for
### Preferred cleaners
You can mark a cleaner as **Preferred** for a property. Preferred cleaners receive notifications about new opportunities before other cleaners on your roster.
## Pending invitations
Invitations that haven't been accepted yet appear in a separate **Pending** section. For each pending invitation you can:
* See when it was sent and when it expires
* **Resend** the invitation (generates a fresh 24-hour link)
* **Cancel** the invitation
Invitation links expire after 24 hours. If your cleaner hasn't accepted, resend from the pending section to generate a new link.
## Cleaner performance
Open a cleaner's profile to see their performance across your properties:
* Average rating and total completed cleanings
* Cleaning history per property
* Completion times
This helps you identify your most reliable cleaners and make informed assignment decisions.
## Changing a cleaner's rate
Rates are set at invitation time and can't be edited directly. To update a rate:
1. Send a new invitation with the updated rate
2. Have the cleaner accept the new invitation
3. The new rate applies to all jobs posted after acceptance
The cleaner can hold multiple rate records — the most recent accepted invitation determines their active rate.
## Removing a cleaner
Open the cleaner's profile and click **Remove**. This removes them from your roster and all property assignments. They will no longer see opportunities from your account.
Removing a cleaner doesn't affect cleanings they've already accepted or completed. Any in-progress jobs will continue as normal.
For details on sending invitations, see [Inviting a Cleaner](/owners/inviting-a-cleaner).
# Owner Cleans First
Source: https://help.betweenguests.com/owners/owner-cleans-first
Claim a cleaning yourself before it's released to your cleaner roster.
Owner Cleans First lets you handle a turnover yourself while still having your cleaner team as a fallback. It's useful for last-minute checkouts, off-peak periods, or any time you prefer to do it yourself.
## Enabling it
You can enable Owner Cleans First per property:
1. Open the property from your **Properties** list
2. Click **Edit**
3. Toggle **Owner Cleans First** on
4. Save
You can also set it when creating a new property.
## How it works for manual cleanings
When you create a cleaning for a property with Owner Cleans First enabled, you'll see a checkbox: **"I'll clean this myself."**
* **Checked** — the cleaning is claimed by you immediately. It won't appear in your cleaner's feed.
* **Unchecked** — the cleaning goes to your cleaner roster as normal.
## How it works for calendar-synced cleanings
When a cleaning is auto-created from a calendar checkout event, you'll receive a notification:
> "A cleaning has been scheduled for \[Property]. Do you want to handle this one yourself?"
You have a **12-hour window** to respond. During this window, the cleaning is held and not shown to your cleaners.
* **Accept** — the cleaning is assigned to you
* **Decline** (or no response within 12 hours) — the cleaning is released to your cleaner feed automatically
## Your simplified workflow
When you own a cleaning, you work through a simplified version of the normal flow:
1. Open the job and tap **Start Cleaning**
2. Mark items as done as you go
3. Tap **Mark as Done** when finished — no photos required
Your cleaners always complete the full checklist and photo submission. The simplified workflow is only available to you as the owner.
## "You're cleaning this" badge
Cleanings you've claimed show a **"You're cleaning this"** badge in your dashboard so you can easily distinguish them from jobs assigned to cleaners.
## Reassigning to a cleaner
Changed your mind? You can reassign an owner-claimed cleaning to your cleaner roster at any time before it's started. Open the cleaning and click **Release to Team** — it will immediately appear as available in the cleaner feed.
If you enabled Owner Cleans First globally but want a specific cleaning to go straight to cleaners, just leave the "I'll clean this myself" checkbox unchecked when creating it.
# Scheduling a Cleaning
Source: https://help.betweenguests.com/owners/scheduling-a-cleaning
Create, edit, and cancel cleaning jobs for your properties.
## Creating a cleaning
From the **Cleanings** section, click **New Cleaning**.
### Cleaning fields
| Field | Required | Notes |
| ---------------------- | -------- | ---------------------------------------------- |
| **Property** | Yes | Select from your property list |
| **Date** | Yes | The day the cleaning should happen |
| **Start time** | Yes | Approximate start time |
| **Cleaning type** | Yes | Standard, deep clean, post-construction, etc. |
| **Estimated duration** | Yes | Used to calculate pay for hourly-rate cleaners |
| **Notes** | No | Special instructions for this specific job |
Click **Save** to post the cleaning. It will immediately appear as **Available** in your cleaners' job feed.
## Cleaning status flow
A cleaning moves through these statuses over its lifecycle:
```
created → accepted → in_progress → completed → verified
→ redo (→ completed → verified)
```
| Status | What it means |
| --------------- | -------------------------------------------------------- |
| **Created** | Posted and waiting for a cleaner to accept |
| **Accepted** | A cleaner has claimed the job |
| **In Progress** | Cleaner has started and is working through the checklist |
| **Completed** | Cleaner has submitted the checklist and photos |
| **Verified** | You've reviewed and approved the work |
| **Redo** | You've requested corrections; cleaner needs to re-submit |
| **Cancelled** | The cleaning was cancelled before completion |
## Editing a cleaning
You can edit a cleaning while it's in **Created** or **Accepted** status. Click the cleaning to open it, then click **Edit**.
Once a cleaner has started working (status moves to **In Progress**), the cleaning can no longer be edited.
## Cancelling a cleaning
Open the cleaning and click **Cancel**. You'll be asked to confirm.
Cancelling a cleaning removes it from your cleaner's My Jobs list. If you need to reschedule, create a new cleaning with the updated date.
## Calendar-synced cleanings
If you've connected an Airbnb (or other) calendar, Between Guests can automatically create a cleaning whenever a guest checkout is detected. These auto-created cleanings behave identically to manually created ones — you can edit them, cancel them, or let them flow to your cleaner roster.
# Urgent Cleans
Source: https://help.betweenguests.com/owners/urgent-cleans
Flag time-sensitive cleanings and set escalation alerts.
Sometimes a cleaning can't wait — a same-day checkout, a last-minute booking, or a guest complaint. Marking a cleaning as **urgent** ensures your cleaners see it immediately and you're alerted if nobody picks it up.
## Creating an urgent cleaning
When creating a new cleaning, toggle **Urgent** on. You'll see an additional field:
| Field | Description |
| --------------------- | --------------------------------------------------------------------------------- |
| **Escalation window** | How long to wait (15 minutes to 24 hours) before escalating if no cleaner accepts |
Click **Save** to post the cleaning. It will appear at the top of your cleaners' job feed with an urgent badge.
## What cleaners see
Urgent cleanings are visually distinct in the job feed:
* An **urgent badge** is displayed on the job card
* The escalation countdown is visible so cleaners know the time pressure
* Urgent jobs appear above non-urgent opportunities
## Escalation
If no cleaner accepts the job within your escalation window, you'll receive an escalation notification (via your preferred channel — email and/or SMS). At that point you can:
* Wait for a cleaner to accept (the job remains in the feed)
* Cancel and reschedule
* Handle the cleaning yourself using [Owner Cleans First](/owners/owner-cleans-first) if enabled
## Default escalation settings
You can set a default escalation window so you don't have to configure it every time:
1. Go to **Settings → Notifications**
2. Find **Default escalation minutes**
3. Set your preferred default
This value pre-fills the escalation window when you create a new urgent cleaning. You can still override it per cleaning.
For same-day cleanings, set a short escalation window (30–60 minutes). For next-day urgent jobs, a longer window (2–4 hours) gives cleaners more time to respond.
# Verifying a Cleaning
Source: https://help.betweenguests.com/owners/verifying-a-cleaning
Review submitted work and approve it or request corrections.
When a cleaner completes a job, they submit a checklist and photos for your review. You'll receive a notification, and the cleaning status changes to **Completed**.
## What to review
Open the completed cleaning to see:
* **Checklist** — every item the cleaner was asked to complete, marked as done
* **Proof photos** — timestamped photos organized by room, with optional captions
* **Time log** — when the cleaner started and when they submitted
Work through these systematically: check the photos match the checklist items, and that the property looks guest-ready.
## Verifying
If the work meets your standards, click **Verify**. The cleaning status moves to **Verified** — this is the final state and cannot be undone.
Verified is permanent. Once you verify a cleaning, it's marked as complete in your records.
## Requesting a redo
If something wasn't done correctly, click **Request Redo** and write notes explaining what needs to be fixed. Be specific — your cleaner will see exactly what you write.
The cleaning status changes to **Redo** and the cleaner is notified. They'll return, fix the issues, re-check any relevant items on the checklist, upload new photos, and re-submit.
When they re-submit, the cleaning returns to **Completed** status and you review it again.
## Redo flow
```
completed → (you request redo) → redo
→ (cleaner re-submits) → completed
→ (you verify) → verified
```
There's no limit on the number of redo cycles, but each one requires the cleaner to re-submit and you to re-review.
Use specific, actionable language in redo notes: "The bathroom mirror has streaks" is more helpful than "bathroom needs work."
# Troubleshooting
Source: https://help.betweenguests.com/troubleshooting
Solutions to common issues with calendar sync, cleanings, invitations, and more.
## Calendar sync issues
Check these common causes:
1. **Invalid iCal URL** — make sure you copied the full URL from your Airbnb (or other platform) hosting dashboard. It should start with `https://` and end with `.ics`
2. **Calendar link is paused** — open your property's Calendar tab and check if the link shows as paused. Click **Resume** to reactivate
3. **Source calendar is empty** — if you have no upcoming reservations, there are no events to sync
Try clicking **Sync Now** to trigger a manual refresh. If the issue persists, delete the calendar link and add it again with a fresh URL.
Auto-generated cleanings only appear when there's a gap between guest stays. Check your sync settings:
* **Minimum cleaning gap** — if the gap between checkout and the next check-in is shorter than this setting, no cleaning is created
* **Checkout/check-in times** — make sure these match your actual schedule so gap calculations are accurate
* **Default cleaning type** — a cleaning type must be set for auto-generation to work
Also confirm that the reservation data in your source calendar includes both check-in and checkout dates.
This usually means your checkout or check-in times don't match your Airbnb settings. Go to your property's **Calendar → Sync Settings** and verify the times match what you've configured in Airbnb.
If dates are off by one day, your iCal feed may use a different timezone. Between Guests uses the times you configure in sync settings, so adjust those to compensate.
## Cleaning issues
Cleaning status can only move forward through the normal flow: created → accepted → in progress → completed → verified. If a cleaning appears stuck:
* **Stuck on Created** — no cleaner has accepted it yet. Check that you have active cleaners on your roster and that the property is assigned to them
* **Stuck on Accepted** — the cleaner hasn't started yet. Contact them directly if they're past the scheduled time
* **Stuck on Completed** — you need to verify or request a redo. Open the cleaning and review the submitted checklist and photos
If a cleaning genuinely can't proceed, cancel it and create a new one.
Cleanings can only be edited while in **Created** or **Accepted** status. Once a cleaner has started working (In Progress), the cleaning is locked to protect the cleaner's progress.
If you need to make changes to an in-progress cleaning, contact your cleaner directly with the updated instructions.
The checklist appears when the cleaner opens the job detail. If it's missing:
* Confirm a checklist exists for the property — go to your property's **Checklists** tab
* If you use cleaning-type-specific checklists, make sure one exists for the cleaning type assigned to this job
* If no type-specific checklist exists and no default checklist exists, the cleaner won't see one
Create or update a checklist and it will apply to future cleanings.
## Invitation issues
A few things to check:
1. **Correct contact info** — verify the email address or phone number you used when sending the invite
2. **Spam folder** — ask your cleaner to check their spam or junk folder for an email from Between Guests
3. **Link expired** — invitation links expire after 24 hours. Go to **Team → Pending** and click **Resend** to generate a fresh link
If the cleaner still can't find it, try sending a new invitation using a different contact method (email vs SMS).
Invitation links are valid for 24 hours. If the link has expired:
1. Go to **Team → Pending Invitations**
2. Find the expired invitation
3. Click **Resend** to generate a new 24-hour link
The new link is sent immediately to the cleaner's email or phone.
## Account issues
Check your notification settings:
1. Go to **Settings → Notifications**
2. Make sure the notification types you expect are toggled on for your preferred channel (email and/or SMS)
3. Check **Quiet Hours** — if enabled, notifications are held during your quiet window and delivered afterward
4. Verify your email and phone number are correct in your profile
Also check your email spam folder — notification emails may be filtered.
If you have both an owner account and cleaner access, use the account switcher in your settings. If you don't see the switcher:
* Make sure you're signed in with the same email for both roles
* Check that you've accepted the cleaner invitation (pending invitations don't create full access)
If you used different emails, you'll need to sign out and sign in with the other email to switch roles.