Resident FAQ

We cover your general questions as well as service-specific questions.

General

Who do I contact if I need help enrolling or booking services?

Amenify’s Concierge is available to all residents. You can email concierge@amenify.com with any and all questions!

What hours is your Concierge available?

Our Concierge can be reached Monday through Friday between 7:00am and 5:00pm Pacific Time.

How do I manage my bookings?

Under the “Bookings” tab in the upper right hand corner of your screen, you can change, edit or update your bookings. You can also reach out to our Concierge to help you reschedule, cancel, or add a new appointment.

What is the cancellation policy?

You may cancel a service up to 24 hours in advance. If your request to cancel is received less than 24 hours prior to the scheduled time of service, a fee may apply.

How do I cancel or deactivate my Amenify account?

Please email concierge@amenify.com with “Cancel” in the subject line to deactivate your account.

Are your providers insured?

You bet. We thoroughly vet all providers, and partner with only the best service providers around. They are always bonded and insured.

What is your holiday schedule?

In observance of National Holidays, we are closed on the following days:

New Years Day: Jan. 1
Memorial Day: The last Monday of May
Independence day: July 4
Labor Day: The first Monday of September
Thanksgiving: The fourth Thursday of November
Christmas Eve: Dec. 24
Christmas Day: Dec. 25
New Years Eve: Dec. 31

Payment

Can I leave a tip?

Tips are always welcome! Your service provider receives 100%. Just come back into your Amenify account within 3 days after a service and you’ll be prompted to leave a rating and a tip.

When will I be charged for a service?

Each service is billed differently, please note the language upon booking your service within the resident portal or application. There is a refund window for each service, and you can cancel services at any time. Please note that for subscription services, your services are paid in advance, and the cancellation will take effect at the next billing cycle(similar to a gym membership). Please review our detailed Terms of Service.

Where can I see and edit my current payment information?

Under your profile tab in the upper right-hand corner of your screen, you can find the“Payments” tab. There you can change, edit or update your payment information.

How do I see what I have been billed for?

Access the “Bookings” tab in the upper right-hand corner of your screen and click“Invoices” to view your invoice history. Here you will be able to see all transactions made under your account. Please note, you will be billed for a service 3 business days after the service is completed.

Cleaning

How does cleaning work?

We hire a dedicated team of professionals to come to each property at specific times each month. This allows Amenify to create unique efficiency, which we pass through as an amenity service. However, there are limited spots available in this model.

What’s included in a cleaning?

The cleaners are onsite twice per month to clean the below items.

Entire Unit: Trash and recycling, dusting of all surfaces
Floors: Sweeping, mopping, and vacuuming
Bathroom(s): Countertops, sinks, toilets, tub/shower, mirrors
Kitchen: Countertops, appliances (front), sinks, and stoves
Bedroom(s): Make the bed(s)

How much is a cleaning service?

Pricing will vary by market and by unit size, so please check your resident portal. Our goal is to provide two cleanings for less than the price of one, by creating efficiency at your community.

Do I need to be home for an apartment cleaning?

You do not need to be home for the apartment cleaning. If you have a front desk or leasing office, the cleaners will pick up your apartment key there. If your complex does not have a front desk, and you will not be home, please inform Amenify’s Concierge and we can work with you to set-up an access plan.

When can I expect the cleaning team to arrive?

All of our cleanings are set up between 9am and 5pm on your community’s designated day. Please check your resident portal to see what days are scheduled.

Can I modify what’s included or book a one-time cleaning?

Yes, but we will refer you directly to your community’s trusted partner directly to handle this order. In order to create best-in-class pricing, Amenify limits optionality around scheduling and standardizes each clean.

What if my cleaning was not a ‘five-star’ experience?

We are here to make things right, so please contact concierge@amenify.com with any issues.

Are your providers insured?

Yes. We thoroughly vet all providers and partner with only the best service providers around. They are always bonded and insured.

Still have questions?

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