Transparency is a value present in everything we do at Cosmo, and there is no exception to our privacy, service, managment and occupant policies.

Occupant Policy

Thanks for staying with Cosmo, we will do everything we can to make your stay one to remember. To help us do this, we must ask a few things from you too.
We have a legal responsibility to uphold for our clients, who own the property you are staying in. Please respect these conditions, otherwise we may be forced to take further action in line with the law, and our booking terms.

1) Prohibited Activity

  • All Guests must comply with all house rules and any other instructions from Cosmo during their stay. Parties are strictly prohibited during your stay. Events, functions or visitors can be permitted upon prior request on initial booking. Extra fees apply.
  • Excessive noise is prohibited at all times and may result in termination of the Accommodation Agreement, eviction, extra charges or deduction of the Security Deposit.
  • Guests are reminded that smoking is not permitted inside the property. Cigarette butts must be disposed of properly and not thrown on property grounds. Failure to do so will result in a deduction from the security deposit.
  • 2) Residence

  • Guests must notify Cosmo of any disputes or complaints from neighbours as soon as reasonably practicable.
  • Guests are fully responsible for the safety and security of their guests/children at all times, as well as any disturbance caused to other residents in the neighbourhood. Guests must notify Cosmo of any disputes or complaints from neighbours as soon as possible.
  • Guests must keep noise to a minimum as not to disturb the occupants of neighbouring properties – especially during night-time hours (e.g. 11 pm – 8 am), and upon arrival and departure.
  • Any small gathering must comply with other rules set regarding Noise, the Neighbourhood and Visitor numbers.
  • 3) Departure

  • Your assistance in leaving the property clean and tidy with all cookware, cutlery and utensils washed and put away is much appreciated.
  • Please note that we will charge additional cleaning fees should you choose to leave the property in an unclean or untidy manner. Do not leave any food or drinks in the refrigerator when vacating the property. Please clean up all kitchenware, place in dishwasher and start cycle when leaving.
  • Tenants must place council garbage, recycling, general waste, and green waste bins for collection on relevant nights. (We will let you know).
  • Please ensure 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. Please ensure the all lights are off and keys are left in the lockbox when vacating the property.
  • 4) Cancellations

  • Please ensure cancellations are made within our cancellation period, otherwise guests will not be able to receive a full refund on their booking.
  • Cosmo reserves the right to retain fees on cancellation and offer travel credit for any Cosmo properties at a later date if a cancellation is made after the cancellation period.
  • Guests who redeem Cosmo travel credit are subject to future availability and price, Cosmo is not required to facilitate guests if it is not viable. Please note when rebooking in busier periods guests may be required to pay a difference in accommodation fare.
  • Guests discretion is advised when booking at any of our listed properties in regards to COVID-19. If a guest is a close contact, tests positive or has reason to believe they are infectious due to symptoms or visiting an exposure site, they must notify us and cancel their booking. Our standard cancellation policy period still applies.
  • 5) Damages, missing items or unexpected cleaning

  • All breakage and damages must be reported to the agent - or (03) 7035 5800. Failure to report them will likely result in a penalty deduction from the security deposit. No contents are to be removed from the property. Penalties apply if an item/s is taken and not returned.
  • To avoid Damages and Breakages, no furniture or contents are to be moved from one room to another without prior agreement.
  • 6) Pets

  • Pets are allowed to stay with guests at our ‘pet friendly’ properties.
  • Please note that there are fees included when bringing your pet with you to our properties. All guests must inform us prior to arrival that they wish to bring a pet. If not stated prior, this could result in termination of your booking.
  • Any damages cause to the property by the pets will result in a deduction of your security deposit or an additional damage charge.
  • Pets must remain outside for the entire duration of your stay, unless requested and approved prior to arrival. If a pet is seen inside during your stay, please note your booking could be terminated or result in additional fees.
  • Our pet fee is a flat rate of $100.
  • 7) Cleaning

  • If there is a cleaning issue upon arrival, please contact our Guest Support via the booking channel, or (03) 7064 9360 for immediate assistance.
  • Photos will be required if you wish to claim reimbursement for any cleaning issues, without evidence, compensation cannot be made.
  • Guests are only permitted to use the beds included in their booking, any additional beds used will incur additional fees due to added cleaning and linen. To avoid this, please ensure guests read through the terms of booking and notify our support team if they wish to use an additional bed.
  • This policy is effective as of 1 January 2022

    We contribute to the Stripe Climate program, to help scale emerging carbon removal technology.

    🇦🇺 © Cosmo AU Pty Ltd. 22/120 Spencer St, Melbourne.