Each guest staying with Cosmo must comply with our policies, alongside any other instructions we provide during the stay.
We reserve the right to cancel your booking if you do not comply with our policies. We also reserve the right to charge you for any damage or loss caused by you or your guests.
We ask that all booking communications be made through your booking channel (Airbnb, Vrbo, etc.) to avoid delays. Additionally, we provide text or telephone support for emergencies.
If you are unable to comply with any of our policies, please let us know as soon as possible before your arrival.
1) Prohibited Activity
Smoking inside is strictly prohibited, and all cigarette butts must be disposed of correctly. We may charge additional cleaning fees for incorrectly disposed waste.
Parties are strictly prohibited. All events, functions or additional visitors must be requested and approved before arrival. Any small gathering must comply with other rules. Extra fees may apply.
Excessive noise is prohibited at all times and may result in the termination of the booking; this is especially important during quiet hours (11 pm – 8 am). In case of a dispute or complaint from a neighbour, you must notify Cosmo as soon as reasonably practicable.
Pets are allowed to stay with guests at properties listed as Pet Friendly. Prior approval is required. We charge a pet fee to allow for additional cleaning. If you are staying in a pet-friendly property (if you need more clarification, please ask), let us know if you are bringing a pet before arrival.
We appreciate you leaving the property as you found it by ensuring that any cookware, cutlery and utensils are put back and that you take all your belongings (including anything in the fridge!). If the property has a dishwasher, please start the cycle for us on your way out.
Please ensure waste is in the proper council garbage, recycling, general waste, and green waste bins for collection on relevant nights. (We will let you know).
Check that you secure and lock all windows and doors whenever you are not on the property. Any losses or damage caused by leaving the property unsecured may result in extra fees. Ensure that all lights are off and the keys are where you found them.
Ensure you have taken all your belongings with you, we do not assume any liability to lost items or belongings left in the property.
If the property is left untidy or unclean, we will charge additional cleaning fees in line with booking platform policies.
4) Cancellations and Alterations
If you would like to cancel your booking, you must do so within our cancellation period. Otherwise, you are not eligible for a full refund.
If you would like to alter your stay to be shorter, request an early check-in or a late check-out, your alteration must be requested and approved before your arrival. Unfortunately, we may only be able to facilitate limited/no alternations, particularly during busy periods.
Restricting other guests from booking due to reserving extended dates will likely result in partial refunds of the nights removed; some cases may not allow any refund to the shortening of the alteration. Please note when rebooking in busier periods, guests may be required to pay a difference in accommodation fare.
We cannot facilitate same-day check-ins after 3 pm. Fees for early check-ins and late check-outs apply, and are subject to availability.
5) Damages, Breakages and Losses
Any breakage or damage must be reported to Cosmo immediately. No contents are to be removed or moved from the property. No furniture or contents are to be moved from one room to another without approval to avoid damages and breakages.
We may be required to charge a damage fee if breakages/damages are not reported or home contents are missing.
If you notice a cleaning issue upon arrival, get in touch with us via your booking channel immediately with photos and details.
Reimbursement is subject to photographic evidence, and Cosmo will make no compensation without it. Photos will be required if you claim reimbursement for any cleaning issues without evidence.
Guests may only use the beds that have been paid for; if additional beds are used, we will charge an extra cleaning fee.
Cosmo AU Pty Ltd — ABN 22 139 144 915.
Last updated: 1 January 2023