Frequently Asked Questions

Have your questions answered and learn more about staying with Cosmo Homes. Find out about our booking process and what to expect during your stay.

Are early check-ins and late check-outs available with Cosmo properties?

Whilst we would love to get your trip off to an early start, we can only confirm complimentary early check-ins within 24 hours of your arrival. If you would like to secure an early check-in now, we can arrange to book the night before your arrival at the current rate, pending availability. Depending on whether or not another guest is checking in on the same day as your check-out, we may permit a late check-out subject to a small additional fee. Please consult our team to find out more information. Late check-outs must be arranged at least 24 hours prior to departure.

Can I bring my pet to my stay?

Absolutely! Our furry friends deserve a holiday too! Please always consult with us to confirm if the property is pet-friendly. While we would love to welcome pets at all properties, ensuring your pet's safety is a top priority. Some properties may not be fully secured, so it is important to reach out to our friendly guest support team. They will do their best to assist you and find the perfect accommodation for both you and your pet.

What is an authorisation hold? Do I get my money back?

Guests booking with Airbnb are subject to AirCover claims through the Resolution Center for any damages or other issues, as noted. For other booking platforms or bookings made on our website, we will place a temporary card pre-authorisation of AUD 500.00 on the provided credit or debit card. The authorised amount is not charged to the card. For bookings over seven days, banks require us to renew the pre-authorisation every seven days. Pre-authorisations may also be subject to an AUD 2.00 charge to verify the card, depending on the bank.

Why do I need to fill out a 'Guest Portal Form'?

We are very aware that personal information is sensitive, which is why we have a secure software system in place to ensure that this information is stored safely. It is only accessible by our Guest Support Manager, and they will only access it if they feel it is necessary with regard to damages or breaches of policy. Once your booking has concluded, this information is no longer available to us to prevent the data from being stolen. Please note that we require this on all booking platforms as you are staying in a home that is not owned by Cosmo, and for legal compliance, we must protect our owner's assets. It is similar to when you stay at a hotel, and you are required to provide a passport or license to verify your identity. If you are uncomfortable completing this form, unfortunately, we will request that you cancel your reservation.

Does Cosmo offer luggage storage?

Unfortunately, we do not facilitate luggage storage at our properties. However, arrangements may be possible if you wish to temporarily store your luggage in the property before check-in during the cleaning process. Guests must confirm this with our team.

Do you reward your return guests? Can I get a discount if I book again?

Absolutely! At Cosmo Homes, we value our returning guests and are delighted to offer you an exclusive discount for your loyalty. If you're considering staying with us again or exploring another property in our portfolio, please contact our team

Can I have access to more than 1 set of keys?

Unfortunately, we typically only provide 1 set of keys for our guests. However, we may accommodate an additional set in some cases where multiple key sets are available. Please note that we generally limit guests to 1 set of keys for safety and security reasons. If multiple sets are crucial for your stay, kindly contact our team.

Can I get a mid-stay clean?

Certainly! Depending on the length of your stay, a mid-stay clean can be arranged at an additional cost to the guest. For a standard cleaning service, including a change of sheets, vacuuming, mopping, and sanitising, a second cleaning fee will be applicable at the same rate as the initial cleaning fee. If you have specific requirements or seek a different cleaning service, please contact our team.

Do you provide additional linen and towels upon request?

If you are seeking a mid-stay clean, we can arrange to replace your linen and towels. Please note that an additional cost will apply for this service. For more details and to make arrangements, kindly reach out to our team. Our comprehensive rental policy outlines the terms and conditions for a seamless and enjoyable stay. Please refer to the Cosmo Homes Rental Policy for detailed information.

What is your cancellation policy?

View our standard cancellation policy for all bookings made on Cosmo Homes. Airbnb: Cancel your reservation 5 days prior to check-in to receive a full refund. Cancellation of less than 5 days will acquaint you with a partial refund. Cancel your reservation 14 days prior to check-in to receive a full refund. Cancellation of less than 14 days will not receive a refund. VRBO/Homeaway/Stayz: Cancel your reservation 14 days prior to check-in to receive a full refund. Cancellation between 7-14 days will acquaint you with a 50% refund. Other booking platforms: Please refer to the cancellation policy on the respective booking platform.

Can I have visitors at the property?

Visitors to the property during the day are allowed. However, please ensure the number of guests who stay at the property is the same number of guests on the reservation.

Do you permit functions/can I use the property for a photoshoot?

We do not permit functions or the use of our properties for photoshoots. However, please reach out to our team specific requests.

How far in advance can I create a booking?

Property calendars are typically open and available for guests to book up to 12 months in advance unless otherwise negotiated by the owner. This allows guests to plan and secure their desired dates well in advance.