Frequently Asked Questions

What steps are you taking in response to COVID-19?

AliceHome is committed to ensuring the health and safety of our customers, employees, and  partners. We are constantly monitoring the latest guidelines and standards put forward by the  CDC and requiring our teams to follow the most up-to-date preventative recommendations. We  are taking the following actions:  

Our team:

• Receives training on preventative measures, proper sanitization, and the latest CDC  recommendations and guidelines.

• Avoids contact with people who have been sick or those who may have been exposed to  someone who was sick.

• Attests that they do not have COVID symptoms and have not had contact with anyone sick  or COVID positive.

• Will follow state and local guidelines for masks, vaccinations, and will wear PPE while in unit upon request.

We ask our residents to please alert your Home Manager if you have been exposed to or have tested positive for COVID as we can not perform home visits during your quarantine period. We are happy to pick up any supplies needed for you during this time and deliver them to your residence.

What services do you provide?

In addition to the services listed here (link to services page), we provide a list of services currently available for your area on the AliceHome app. If you don’t see what you’re looking for, ask your home manager and they will do their best to complete your request (either directly or via a third party).

What is a home visit and when does it happen?

A home visit is the main opportunity for your AliceHome manager to pick up items from your home, complete requests, coordinate services, and complete a Home Refresh. 

AliceHome managers will visit your home twice a week on your regularly scheduled service days between 9 AM and 5 PM. We do our best to keep a consistent time range (morning, afternoon, etc) and always let you know when we’re arriving and leaving.

What is a Home Refresh?

A Home Refresh is light cleaning similar to a turn-down service in a hotel. Your home manager will:

• Change your sheets and make your bed

• Change your bath and hand towels

• Take out the trash and recycling

• Wipe down kitchen surfaces

• Load or empty the dishwasher

A Home Refresh is designed to do just that -  make your home feel refreshed. If you want a full house cleaning (things like vacuuming, a more in depth cleaning etc.), your home manager can schedule one-time or recurring cleanings for you or you can schedule it via the AliceHome app.

Do I need to be home when my home manager visits?

Not at all. Your home manager is your trusted assistant to take care of things on your behalf so you’re free to focus on your priorities. They will pick up a key from your building management, complete your requests, lock your door, and return the key to the building. They will only be able to access your residence for as long as they need to complete your requests.

Who is my home manager?

At AliceHome, your trust, security, and health are of the utmost importance. Our Home managers are thoroughly screened, background checked, and are not part of our team unless we would be comfortable allowing them into our own homes. All of our Home Managers are  employees of AliceHome, not contractors.

What are your prices?

We charge exactly what our service partners charge for their services, and DO NOT mark up prices.

How are you different from the concierge in my building?

Think of AliceHome as a personal assistant for your home. Our home managers work both inside your apartment and outside the building to get what you need done. We partner with the concierges, and are an extension to make sure things like packages, deliveries, or items being held are placed inside your apartment where they belong.

How does billing work?

All transactions are billed through the payment method you select upon setup. Subscription services will be charged at the beginning of the month and additional goods and services purchased (like dry cleaning, house cleaning, groceries, etc) will be charged at the end of each week following your last home visit.

How do I pay for additional goods and services

If we purchase something on your behalf (like dish soap) or you use an add-on service (like dry cleaning), we will charge the to your payment method on file at the end of the week.

What if something breaks or happens in my home?

We take great care to operate with the utmost respect inside your home. Should there be an accident, AliceHome is insured for over $1 million against incidents and accidental damage.

How do you work with my building?

We have partnered with your building to offer AliceHome as a service for residents. We value the opportunity to serve and be members of the community. You will likely see us in the building, at resident events, or helping out where we can.

How do you ensure my privacy?

We believe privacy and safety are paramount and go to great lengths to ensure we deliver both. Our home managers are extensively screened, vetted, background checked, and are not part of our team unless they meet our high standards and we would feel comfortable having them in our home. We don’t sell your information or data (we would want anyone to sell ours either) and keep your information secure.