Access & Keys

No. You can provide access in whatever secure way works best for you. That might mean being at home, using a key safe, arranging access through reception or concierge, leaving a key with an authorised person, or another agreed method. You should not feel that giving a cleaner their own key is the default. The important thing is that access is clear, secure and practical for the booking.

Yes. If you use a key safe, you can provide the relevant instructions as part of the booking. Make sure the code is correct and the key safe is accessible at the agreed time. If the code changes, update the booking before the cleaner arrives. Access information should be shared through the appropriate Mundoria booking process rather than in a public note.

Yes, where the building allows it and the arrangement has been agreed beforehand. If reception or concierge staff need the cleaner's name, booking details or identification before releasing the key, make sure that has been arranged. It also helps to explain where the key should be returned afterwards. The cleaner should not have to arrive and work out the process at the desk.

Yes, where it is practical and agreed before the booking. We will need to know where the estate agent is, when the office is open, how the key can be collected and whether it needs to be returned afterwards. If collecting the key involves extra travel, that should be known in advance because it can affect timing.

Yes. A neighbour, relative, partner or another authorised person can provide access if that is easier for you. Make sure they know when the cleaner is expected and what they need to do. If they are also responsible for locking up afterwards, that should be clear too.

No. Mundoria does not routinely hold customer keys. Access should be arranged through you being at home, a key safe, reception or concierge, an estate agent, a neighbour or another authorised person. The cleaner uses the access method you provide for that booking only.

Keys should only be used for the purpose of completing the booking and should be handled according to the access instructions provided. If a key is collected from reception, an estate agent or another authorised person, it should be returned as agreed. If a customer uses a key safe, the key should be replaced and the property secured after the clean. The key should never be labelled in a way that unnecessarily identifies the full address.

Tell Mundoria immediately. Losing a key can be a security issue. Mundoria will review where the key was collected, who had access to it and when it was last accounted for, and advise on the next steps. You should also take any immediate security measures you need for the property, such as changing locks or codes where appropriate.

Yes. If the way the cleaner will enter the property changes, update the booking as soon as possible. That might mean a new key safe code, a different reception desk, someone else providing access or a change in where the key is collected. The earlier the information is updated, the less chance there is of the cleaner arriving with instructions that no longer work.

If the cleaner arrives and cannot get into the property, contact Mundoria as soon as possible. After check-in there is a 5-minute grace period, then a waiting charge of £0.50 per minute can apply. If access is sorted quickly, the clean may still go ahead. If it cannot be arranged, the booking may need to be shortened, rescheduled or cancelled depending on the remaining time and circumstances.