By booking with Cosmo Homes (COSMO AU PTY LTD) you agree to follow our Rental Policy. This policy applies to all bookings made through Cosmo Homes or third-party platforms (e.g., Airbnb, Booking.com, Vrbo, Stayz, Homeaway, Homes & Villas by Marriott). This helps ensure an excellent stay for everyone.

We may need to cancel bookings or charge additional fees if guests violate our Rental Policy.

Don't hesitate to contact us anytime with questions or concerns. You can reach us through your booking platform or by emailing [email protected].

Guest Verification

Welcome to Cosmo Homes! For the safety and comfort of all our guests, we have a simple verification process:

Identity Verification

We are required to verify your identity when booking for all guests. Airbnb has built-in ID verification features. For bookings through other platforms or on our website, we'll ask you to provide your ID at the time of booking, which is similar to a hotel check-in process.

Tailored Stays

We'll collect brief details about you and your stay to help us personalise your experience. During the booking process, you'll also be asked to provide either a security deposit or opt for a damage waiver, if available.

Your Privacy Matters

We use AutoHost, a trusted screening provider, to verify IDs securely and manage security deposits or damage waivers. Your privacy is our priority—all data is encrypted and handled securely. You can find AutoHost's Privacy Policy here: https://www.autohost.ai/privacy and Airbnb's ID and verification information here: https://www.airbnb.com/help/topic/1389. Please note that we can only proceed with your booking after verifying your details and validating your security option.

Security & Damages

We take the protection of our properties seriously. Here's how we ensure a smooth experience for everyone:

Security Deposits

We do not require security deposits for bookings made on Airbnb.

However, for bookings made on Booking.com or other booking platforms, we place a temporary AUD 500 authorisation hold on your credit or debit card prior to check in. This is not a charge; it simply ensures funds are available if needed. The hold is released within 3-7 days of check-out, provided the property is in good condition. A small bank processing fee (typically around AUD 2) may apply. Banks require us to renew the authorisation hold weekly. Security deposits may vary for more extensive listings. Please check the specific listing details for any variations.

Damage Waiver (Optional)

Damage waivers are not available for bookings made on Airbnb.

However, for selected bookings made on Cosmo Homes or other booking platforms, you may have the option of a non-refundable damage waiver instead of the security deposit. This is a much smaller percentage of the security deposit amount. You can choose either the security deposit or the damage waiver during the booking process, depending on availability.

The damage waiver covers limited accidental damage to the property or its contents, such as broken dishes or minor spills. The damage waiver does not cover intentional damage, theft, or loss of property.

Responsibilities & Potential Charges

Please immediately report any damage, spills, or security issues to Cosmo Homes. This helps us address them quickly and minimise potential costs. You might be responsible for charges exceeding the security deposit or damage waiver if the property or its contents incur damage during your stay.

Property Condition

Enjoy our properties and help us keep them welcoming for future guests! Before you depart, please ensure the following:

Report Issues Promptly

Please notify us immediately of any cleaning issues or damages found upon check-in with photos. We'll work to resolve them quickly.

Clean & Tidy

Wash, dry, and put away dishes (or ensure the dishwasher is empty). Clean the barbecue if used. Remove all trash and food items according to guidelines. An additional fee may apply if the property is not left in a respectful condition upon check-out.

Respect the Space

Please leave furniture, items, and decor in their original locations. Ensure all doors and windows are locked, lights are off, and keys are returned as instructed. Reported missing home contents may incur a replacement fee to the value of the item.

Lost & Unclaimed Property

We are not liable for items left behind. If you leave something, please contact us. We will do our best to locate and return your items. Guests will be required to pay a handling and shipping fee. Items not retrieved within 30 days will be donated or discarded.

Excessive Cleaning

Additional cleaning fees will apply if the property requires cleaning beyond normal wear and tear.

Lost or Stolen Key/Fob

A lost or stolen key/fob can compromise the security of the property. In this event, a replacement fee will be charged. Please ensure all keys/fobs are returned as instructed, where applicable.

Prohibited Activities

To ensure everyone has an enjoyable and respectful experience, please follow these important guidelines:

Smoke-Free Property

All of our properties are strictly non-smoking. Please use designated outdoor areas (if available) and dispose of smoking materials responsibly. If smoke is detected inside the property, a penalty fee of AUD 400 applies. Cigarette butts should not be left anywhere on the property. If cigarette butts are found, a AUD 150 penalty fee will be applied.

No Unauthorised Events

Parties or events are not allowed without our prior approval. Please contact us to discuss if you'd like to host a gathering.

Respect Quiet Hours

Please be mindful of noise levels, especially during quiet hours (10:00 PM – 8:00 AM). Specific quiet hours may vary by property, so please check the listing details.

Guest Limits

Please do not exceed the maximum number of guests specified in your booking. Additional guests may incur fees or result in the cancellation of your reservation.

Pets & Service Animals

We love to welcome both pets and their owners! Here's our pet policy to ensure a comfortable stay for everyone:

Pet-Friendly Stays

Pets are welcome at designated pet-friendly properties, as noted on the listing. Please inform us in advance for approval and note that a non-refundable AUD 100 pet fee applies.

Unauthorised Pets

An AUD 200 fee will be charged for pets brought to a property without prior approval.

Service Animals

Service animals are welcome. While not required by Airbnb, disclosing your service animal before your stay helps us provide any necessary arrangements for a comfortable experience. No fees apply to service animals.

Cancellations & Alterations

Things happen! If your plans change, here's what you need to know about cancellations and alterations:

Cancellations

Cancellation policies vary depending on your booking platform. Please refer to our standard cancellation policy for Cosmo Homes bookings or the policy provided when booking for other platforms.

Extending Your Stay

Want to stay longer? Let us know, and we'll check availability. If approved, you must pay for the additional nights in advance. Please note that an AUD 100 fee applies for overstaying your approved check-out time.

Early Check-in/Late Check-out

Need an early check-in or late check-out? Contact us before your stay, and we'll see if it's possible. Additional fees may apply.

Shortening Your Stay

You may be able to shorten your stay before check-in. Please contact us to discuss. It is not possible to shorten your stay after check-in.

Same-Day Bookings

We cannot accommodate same-day bookings after 1:00 PM.

Risk & Indemnity

We want you to have a safe and worry-free stay. Please be aware of these important responsibilities:

Guest Responsibility

You are responsible for your safety and the safety of your visitors while on the property. This includes any injuries, damages, or losses that may occur.

Indemnity Agreement

By staying at our property, you agree to indemnify (compensate) Cosmo Homes, the property owner, and related parties for any liabilities or losses arising from your actions or those of your visitors, particularly if they violate this Rental Policy or local laws.

Policy Violations

Guests who breach our Rental Policy will be denied future bookings.