Review cleaning progress, completion, and evidence

Completed is an operational signal, not a quality inspection by itself. Before releasing the property to the next process, compare the task, checklist, and evidence.

What each role can do#

• Administration and manager: review and, with update permission, correct assignment or status. The full view also allows evidence to be added while the task is In progress; use that action only when you are responsible for carrying out or documenting the work.
• Front desk: reviews status to coordinate arrival and escalates discrepancies. It must not edit the checklist, reopen, or complete a cleaning through this path.
• Employee or external cleaner: performs the task from the assigned view only on a device and browser combination the agency has tested; if it has not been verified, hand the work to the responsible person. Follow Complete a cleaning and provide evidence.

A button being visible does not replace the agency's role and responsibility policy.

Review during the day#

1. Open the cleaning from Daily PMS Agenda or PMS > Cleaning tasks.
2. Confirm the property, reservation, date, and every assignee. Under The stay, check the reservation's Check-in Date, Check-out Date, and nights.
3. Interpret the status:
   • Assigned: no one has started yet;
   • In progress: the work is open;
   • Completed: completion was recorded;
   • Pending: preparation is incomplete and it may not appear in the Daily Agenda.
4. Check the completion time (Completed at) when present.
5. Review the Cleaning progress card: the progress of the Cleaning Checklist and the Cleaner evidence section.

The page shows how many checklist items are checked and the percentage, not each individual item.

A shared task has one status and one gallery for all assignees. Agree internally who supplies each item when that distinction matters.

Review photos and videos#

For every file:

1. confirm it belongs to the correct property and job;
2. open the full item when a thumbnail is insufficient;
3. review the file name and size;
4. avoid downloading unless necessary; and
5. follow the agency's privacy policy and note when the files are deleted (see How long evidence is kept).

Evidence may contain private property information. Do not forward it to guests, owners, or third parties without a clear purpose and authorization.

Unavailable evidence#

A Client-reported local video optimization failure card with the notice The video file was not uploaded. records an incident, not a video. The file name, size, and reason it shows came from the device and were not server-verified.

In that case:

1. do not treat the file as available;
2. confirm what happened with the cleaner;
3. request a new photo or shorter video if the procedure requires it;
4. retain the incident details for support; and
5. do not close quality control based only on the marker.

For upload failures and safe retries, see Complete a cleaning and provide evidence.

Completion check#

Before accepting the cleaning:

• every required checklist item must be checked;
• at least one real evidence item must exist when the checklist requires it;
• status and time must match the operation;
• no damage, missing key, or access failure may remain un-escalated; and
• the property must be ready for the next operational phase.

A task may have been set manually to Completed in an edit form. Status alone therefore does not prove that the checklist or gallery is complete.

Reopen or escalate#

Administration or management may return a task to In progress when the same job needs correction. Before doing so:

1. confirm this is not a separate new cleaning;
2. notify assignees and front desk;
3. preserve existing evidence (press Keep if you need it past the retention period); and
4. define what is missing and who will resolve it.

Front desk should escalate the discrepancy instead of changing status. For personal risk, impossible access, lost keys, or damage, follow the agency's urgent protocol and use Get help if Holidario is the problem.

How long evidence is kept#

Each cleaning belongs to the booking it prepares the property for, so its photos and videos show how that guest found it. They are kept until 30 days after that booking's checkout, then deleted automatically. A cleaning without a booking counts the 30 days from the cleaning itself. The period is the same for every agency.

• See the date: each cleaning's Cleaner evidence section shows the day its files will be deleted.
• Keep during a claim: with permission to update cleanings, press Keep. Nothing is deleted until you press Stop keeping.
• After deletion: the cleaning shows "Cleaning evidence removed 30 days after the booking's checkout" with the date, both on its page and in the cleaner's view. The checklist still counts the evidence as delivered. Holidario cannot recover the files.

Airbnb and Booking accept damage claims until 14 days after checkout. Download what you need for a claim before the period ends, or press Keep.

Failures and ambiguous states#

• No evidence section: no visible file has been stored yet and the task is not In progress. While work is in progress, the section remains visible so the first evidence can be uploaded.
• A file does not open: check session, team, and authorization; retry once on a stable connection and keep the task identifier.
• The cleaning says its evidence was removed: it is an old cleaning; the files were deleted 30 days after checkout and cannot be recovered.
• Completed without real evidence: do not accept it automatically; review operational history and contact the responsible person.
• In progress for too long: confirm whether work continues before reopening, reassigning, or creating another task.
• Completion time looks wrong: check timezone and recent activity; do not correct status without confirmation.
• Access denied: only authorized tasks under the active team can be reviewed.