Who this is for: Hosts and Cleaning Companies who complete jobs on the Landing platform. If you manage a cleaning company, you are responsible for making sure your team follows Landing standards during every job.
How Landing reviews job performance
Landing reviews completed jobs to make sure homes are clean, ready, safe, and completed according to Landing standards.
A job may be reviewed based on:
Feedback from a Landing member
Feedback from Landing
Photos, forms, or other job submissions
Chat history or communication during the job
Whether the job was completed on time
Whether the home met Landing standards after the job
Landing may review Member Check-In, Turnover, Member Home Cleaning, installation, access, store pickup, and other jobs completed through the Landing Host App.
How hosts earn ratings
All Landing jobs have the potential to be rated by either a Landing member or Landing.
If a job is rated by both a member and Landing, the job rating is an average of the two ratings.
Members can rate cleaning jobs and Member Check-In jobs. Landing can rate all job types.
Overall ratings and credential ratings
Host ratings are shown in two ways in the Landing Host App:
Overall host rating
Credential rating
Your overall host rating is an average of your current credential ratings. It appears in the black box under your profile picture.
Your credential ratings are based on the ratings earned from jobs that require that specific credential. These ratings appear in the light gray boxes on the profile tab.
Why you may only see some credential ratings
The Landing Host App shows ratings for the credentials you currently have.
If you see a credential rating box with no rating, that means the jobs you have completed with that credential have not been rated yet.
Can I see individual job ratings?
Landing does not currently show ratings for each individual job in the Landing Host App.
When ratings are updated
Ratings are updated on a regular schedule, but they are not updated in real time.
Your rating may change from day to day after Landing reviews completed jobs and receives member feedback.
How ratings affect job access
Landing uses ratings and job performance to review host access to jobs on the Landing platform.
Strong ratings and reliable job performance can help you stay eligible for jobs. Poor ratings, missed job requirements, or repeated performance issues may affect what jobs you can claim.
What Landing reviews
Landing reviews both job quality and professional conduct.
Job quality includes:
Completing all required job tasks
Cleaning the home to Landing standards
Submitting required forms
Submitting clear and accurate photos when required
Reporting issues during the job
Bringing the supplies needed to complete the job
Completing the job during the scheduled time in the Host App
Professional conduct includes:
Communicating respectfully with Landing
Communicating respectfully with members
Communicating respectfully with leasing offices, property managers, and property staff
Responding to Landing during the job
Following access instructions
Only entering a home when assigned or approved by Landing
Using a PEX card only for approved Landing job purchases
Issues that can lead to a review or warning
Landing may review a job or issue a warning when a host or cleaning company does not meet Landing standards.
Examples of issues that can lead to a review or warning include:
Incomplete jobs
Late arrival to a job
Poor cleaning quality
Poor installation quality
Missing, late, blurry, blank, or inaccurate photo submissions
Missing, late, or inaccurate form submissions
Not reporting issues found during the job
Not bringing the supplies needed to complete the job
Not responding to Landing during the job
Unprofessional communication with Landing
Unprofessional communication with a member
Unprofessional communication with leasing office staff, property managers, or property employees
Completing work before or after the scheduled job time without written approval from Landing
Bringing another person to a job who is not approved to complete Landing work
Leaving a job before it is complete without approval from Landing
If you find an issue during a job that prevents you from completing the work, report it to Landing in the Host App before leaving the home or marking the job complete.
Issues that can lead to removal from the Landing platform
Some issues may result in removal from the Landing platform, depending on the severity of the issue and the host or cleaning company’s job history.
Examples of issues that can lead to removal include:
No call no show for a claimed job
Dropping a job in the middle of the job
Marking a job complete when the work was not complete
Entering a Landing home without approval from Landing
Going to a member’s home unannounced
Using a PEX card for personal purchases or unapproved purchases
Smoking inside a Landing home or on property premises
Sleeping in a Landing home
Staying overnight in a Landing home
Staying in a Landing home without an approved reservation through Landing’s booking process.
Intentionally damaging a home, furniture, or property
Repeated poor cleaning reviews
Repeated poor member interactions
Repeated poor property interactions
Repeated failure to follow Landing standards
Landing reserves the right to remove any host or cleaning company from the Landing platform due to performance, conduct, trust and safety concerns, or failure to follow Landing standards.
If Landing removes a credential from your account
If performance issues are limited to one credential, Landing may remove access to that credential instead of removing the host or cleaning company from the full Landing platform.
For example, if a host repeatedly has issues with one credential but performs well on other credentials, Landing may remove that credential from the host’s account.
Member Check-In punctuality expectations
Member Check-In jobs are time-sensitive because members expect to meet a Landing representative at their scheduled check-in time.
For Member Check-In jobs, arrive on time and use the time before the member arrives to:
Resolve any access issues
Enter the home
Confirm the home is clean and staged to Landing standards
Complete light cleaning if needed
Review property features and facilities so you can help the member
Property features may include:
Mailboxes
Gym
Pool
Media center
Dog walking area
Visitor parking
Arriving late to a Member Check-In can prevent you from completing the required pre-arrival tasks and may negatively affect the member’s experience.
What happens if you are removed from the Landing platform
If Landing removes you from the platform, you will no longer be able to claim jobs in the Landing Host App.
Any future claimed jobs in your queue may be removed.
Landing will still pay you for completed eligible jobs on the regular payment schedule.
A host or cleaning company removed from the Landing platform is not eligible to return unless Landing gives written approval.
If you have questions about a rating, review, warning, or removal
If you have questions about a rating, performance review, warning, credential removal, or platform removal, start a chat with Landing in the Host App.
Include:
The job date
The job type or credential
The home or market
A short explanation of your concern
Any photos, screenshots, forms, or messages that help explain what happened