Confirm the Location
Double-check the address and unit number in your booking details.
For apartments or gated communities, confirm you have the correct access code or entry instructions.
Contact the Client
Call or message the client to let them know you’ve arrived.
Wait at least 15 minutes for a response before contacting Cleopatra support.
Example message:
"Hi [Client’s Name], I’m here for your scheduled cleaning but I’m unable to enter. Please let me know how I can access your home. I’ll wait for a few minutes before reaching out to Cleopatra support."
Review Entry Instructions
Some clients leave key codes, lockbox details, or special notes in the booking.
Check your booking confirmation for any access instructions before reaching out to support.
Notify Cleopatra Support
If the client doesn’t respond after 15 minutes, contact Cleopatra support and provide details such as:
The time you arrived
How you tried to reach the client
Whether any access instructions were given
Example message to support:
"I’ve arrived for [Client’s Name]’s cleaning but I can’t enter. I’ve called and messaged them, but there’s no response. No access instructions were provided. Please advise on next steps."
Wait for Further Instructions
Support will tell you whether to wait, leave, or reschedule.
If the client responds later and asks you to stay, only continue if Cleopatra support approves the change.
If the Client Arrives Late
If the client arrives after the delay and still wants the cleaning:
You can proceed, but let them know if you may not finish everything due to other jobs.
Example message:
"I can still complete the cleaning, but I may not have enough time to finish everything if I need to leave for another scheduled job. Please let me know how you’d like to proceed, or you can contact Cleopatra support to adjust your booking."
Always stay professional and never enter a home without proper authorization. Report repeated access issues so Cleopatra can address them with the client.
Contact Our Team
You can contact Cleopatra support at [email protected], +1 (888) 265-4440, or through the in-app chat.