Vacation rental guest policy
Effective May 1, 2026. Applies to all vacation rental bookings on kozahtravels.com. By booking a stay, you agree to these policies together with the marketplace terms that apply to your account.
Host eligibility, listing standards, and host payout rules are in our host policy.
Part 1 — Guest policies
2.1 Booking requirements
- Guests must be at least 18 years of age to make a booking.
- Guest must provide accurate contact information.
- Number of guests must not exceed the maximum capacity stated in the listing.
- Guests must read and agree to the house rules before booking.
2.2 Guest responsibilities
- Treat the property and its contents with respect.
- Follow all house rules set by the host.
- Report any pre-existing damage to kozah Travels within 2 hours of check-in.
- Leave the property in a clean and orderly condition.
- Do not exceed the maximum guest capacity.
- No smoking unless explicitly permitted by the host.
- No pets unless explicitly permitted by the host.
- No parties or events unless explicitly permitted by the host.
2.3 Guest fees — what you pay
When you book a vacation rental on kozah Travels, you pay:
| Fee | Amount |
|---|---|
| Nightly rate | Set by the host (shown in the listing) |
| Cleaning fee | Set by the host (if applicable) |
| kozah Travels guest service fee | 10% of nightly subtotal |
| Lodging taxes | ~14.975% (varies by location) |
| Total | All of the above combined |
Example booking
- Property: $100/night × 3 nights = $300 nightly subtotal
- Cleaning fee: $50
- kozah Travels guest service fee (10%): $30
- Lodging taxes (14.975% of taxable base per checkout): $56.91 (illustrative; see checkout)
- Total charged to guest (illustrative): $436.91
Part 2 — Cancellation policy
3.1 Guest cancellation
Cancellation refunds depend on the policy set by the host. There are three standard policies:
| Policy | Full refund | Partial / no refund |
|---|---|---|
| Flexible | Up to 5 days before check-in | No refund within 5 days of check-in |
| Moderate | 14+ days before check-in | 50% refund when cancelling within 14 days of check-in |
| Strict | 30+ days before check-in: 50% refund | Non-refundable within 30 days of check-in |
The kozah Travels guest service fee (10%) is non-refundable in all cases unless the cancellation is due to kozah Travels error or a covered extenuating circumstance.
3.2 Host cancellation
If a host cancels, guests receive a full refund. Host penalties and repeat-cancellation enforcement are described in the host policy.
3.3 Extenuating circumstances
Full refunds may be issued regardless of the cancellation policy in the following situations:
- Death of a guest, host, or immediate family member.
- Serious illness requiring hospitalization.
- Government-mandated travel restrictions or border closures.
- Natural disasters making the property uninhabitable.
- Property significantly misrepresented in the listing.
Extenuating circumstances must be documented and submitted through the kozah Travels dispute system within 24 hours of the event.
Part 3 — Commissions and how it works
4.1 How kozah Travels earns
kozah Travels earns commission from both sides of every rental transaction:
- Guest side: kozah Travels adds a 10% service fee on top of the nightly subtotal. This is paid by the guest.
- Host side: kozah Travels deducts a 6% platform fee from the nightly subtotal. This is paid by the host from their earnings.
- Total kozah Travels revenue per booking = guest service fee + host platform fee.
4.2 Complete booking example
Host lists at $100/night. Guest books for 3 nights.
| Item | Amount |
|---|---|
| Nightly rate × 3 nights | $300.00 |
| Cleaning fee | $50.00 |
| Guest service fee (10% of $300) | $30.00 |
| Lodging taxes (14.975% of $380) | $56.91 |
| Total charged to guest | $436.91 |
| Host line | Amount |
|---|---|
| Host receives: $300 − 6% host fee | $282.00 |
| Host receives: + cleaning fee | $50.00 |
| Total host payout | $332.00 |
| kozah Travels | Amount |
|---|---|
| Guest fee | $30.00 |
| Host fee (6% of $300) | $18.00 |
| kozah Travels total earnings | $48.00 |
4.3 Taxes explained
kozah Travels collects lodging and occupancy taxes from guests and remits them as required by local law. These taxes vary by location:
- Quebec, Canada: ~14.975% (GST 5% + QST 9.975%).
- Other provinces: varies by province.
- International: varies by country and municipality.
Hosts are solely responsible for their own income taxes on rental earnings. kozah Travels provides annual earnings summaries to hosts for tax reporting purposes.
Part 4 — Disputes and support
5.1 How to report an issue
- Go to My Bookings on kozahtravels.com.
- Click “Report an Issue” on the relevant booking.
- Describe the issue and upload any supporting photos or documents.
- Our team will respond within 24 hours.
5.2 Damage claims
- Hosts must report any damage within 48 hours of guest check-out.
- Evidence (photos, receipts) must be provided.
- kozah Travels will mediate between host and guest.
- If damage is proven, kozah Travels may charge the guest’s payment method on file.
5.3 kozah Travels mediation role
kozah Travels acts as an intermediary and mediator. We do not guarantee specific outcomes in disputes between hosts and guests. Our decisions are final within the platform but do not affect either party's legal rights.