Cloud9 House Rules

Housekeeping services:

Deep Clean ($450): Includes trash removal, linen and towel change, full cleaning of all spaces (bathrooms, kitchen, vacuuming, and mopping).

Refresh Clean ($400): Same service without linen and towel change.

1. Trust and Safety: Prior to accepting a reservation, we conduct thorough screening of every guest to ensure that they comply with our policies. We do not permit anyone with a criminal record to stay on our properties. By submitting your personal information, you consent to our performing background checks to verify your identity, criminal history, and other relevant information. If you or any of the guests fail to provide the required information within 24 hours of booking and do not pass the screening procedures, you will be required to cancel your reservation and bear any associated costs according to the cancellation policy. If the required information is not submitted through our pre-check-in process prior to 24 hours before check in or if the screening is not passed, the booking will need to be cancelled by the guest, and full cancellation fees will apply.

2. Information Request: a. All guests, including those staying or visiting, are required to send identification for a trust and safety check. For safety and security reasons, only registered guests are allowed on the property. Acceptable forms of identification include a driver's license, state ID, and/or passport. For guests under the age of 18, we require their name and age for registration purposes. The building management may request additional information for identity verification and check-in purposes, if deemed necessary. Failure to provide the required identification and information will result in the cancellation of the booking by the Guest. The guest will be responsible for any associated costs and penalties resulting from the cancellation. b. Video Meeting for PH Collection. A video meeting is required to confirm your identity and finalize details for your stay. C. Background Check. Some bookings may require a background check as per the standards of the Property Management companies. If necessary, you agree to allow us to search public government databases for criminal and sex offender lists. D. Use of Data. We will use your information solely for registration and, when needed, for background checks. For any other uses, we will require your express approval. Video meetings will be recorded for training purposes. Under no circumstances will your data be shared with third parties, except for the names of the occupants. Failure to comply with the registration process may result in the need to cancel your booking, with our cancellation policy applying. If the background check reveals that you are listed on criminal or sex offender lists, your booking must be canceled, and our cancellation policy will also apply.

3. Security Deposit: A damage deposit of USD 5000 is mandatory for all bookings and must be approved prior to check-in. By making a reservation, guests agrees to the hold upon a major credit card for the required deposit to cover any potential damages to the property or the building during their stay. If guests do not agree to this payment, they must cancel their booking, the terms of our cancellation policy, as posted on the booking platform, will apply in these circumstances. For the purpose of holding the damage deposit, the credit card used to make the booking must be in the name of the Primary Guest, and a picture of the credit card back and front should be included in the pre-checkin process. We take the responsibility of holding onto these funds seriously and will only use them to cover damages or other fees incurred during the guests' stay. If no damages are incurred, the deposit will be fully refunded within a reasonable timeframe following the conclusion of the guests' stay. If a damage was caused by the guest or any occupant of the unit, and the booking was done through Airbnb, we will proceed to ask for the payment directly through the platform. If the guest does not accept the payment or if Airbnb does not cover the damage, we are authorized to charge the guest directly from the deposit.

4. Cancellation Policy: For guests who make reservations through any booking engine different than direct bookings, the cancellation policy will be clearly posted and available for review prior to booking. For guests who make reservations directly with us, the following policy applies: 50% refund for cancellations made within 48 hours of booking, if the check-in date is at least 21 days away. If the guest postpones their booking for later than 21 days from the original check-in date and then cancels the booking, a 75% refund cancellation fee will apply. No refunds for cancellations made within 21 days of check-in.

5. Check-In and Check-Out: Check-in is available any time after 4:00 PM and before 10:00 PM. Check-out must be completed any time before 11:00 AM. Guests who require an earlier check-in or later check-out time must send a request at least 24 hours prior to their desired check-in or check-out time. Please note that this request does not guarantee approval for an earlier check-in or late check-out. An earlier check-in or later check-out time is subject to availability and may incur an additional charge. Unauthorized late check-out may result in delays in the cleaning of the unit and additional charges. If a guest checks out later than 1:00 PM without prior authorization, they will be charged for an additional night's stay.

Upon arrival, guests will encounter automatic doors and a 24-hour concierge service ready to assist with check-in. To initiate the process, guests will need to present their ID for verification. The concierge will then provide them with a one-time FOB access key, granting them entry through the main entrance and access to the elevators, allowing them to reach the 21st floor. Inside the unit, guests can use the same one-time FOB to unlock the door, and they will discover their permanent keys placed on a tray above the kitchen counter.

When a guest is checking out, they should inform Cloud9 of their departure and leave the keys inside the unit, placing them in the same tray where they were initially found. If the guest has used parking facilities, they should also leave the parking key fob in the designated location.

6. Prohibitions and violations

• Parties, gatherings, or events are strictly prohibited on the premises and will result in the forfeiture of the full security deposit and any additional fines set by the condominium rules and regulations where the property is located, and termination of the stay without a refund. Any noise complaints from neighbors or building management may result in termination of the stay without a refund.
• Pets are strictly prohibited on the premises, with the exception of certified service animals, if you have a service animal, please notify the host prior to check-in. Failure to do so will result in a cancellation by the Guests the terms of our cancellation policy, as posted on the booking platform, will apply in these circumstances.
• If the number of guests listed on the reservation exceeds the maximum occupancy will result in a fine equivalent to the full deposit amount a cancellation by the Guests the terms of our cancellation policy, as posted on the booking platform, will apply in these circumstances.
• Additional cleaning fees may apply if extra cleaning is required, at a cost of USD$100 per hour, depending on the unit or more if special cleaning services were required . For stays longer than four weeks, a mandatory cleaning service is required every two weeks, with costs varying depending on the unit and to be informed by the host prior to check-in. Failure to comply with the mandatory cleaning service may result in termination of the stay without a refund.
• Smoking and vaping of any kind are strictly prohibited within the unit and the building. Any violation will result in an immediate fine of USD$500 per occurrence and termination of the stay without a refund.
• Any lost or missing keys, fobs, parking cards, or electronic devices will result in an immediate fee of USD$200 each to replace, which will be taken from the deposit.
• The guest is solely responsible for any damage or loss of property during their stay. The host reserves the right to deduct the cost of damages from the security deposit, and in case of insufficient funds, the guest will be responsible for paying the remaining balance. This is applicable only if the damage claim is not processed through Airbnb (when applicable).
• Quiet Hours and Occupancy Limits: To ensure a peaceful environment, quiet hours are enforced from 10 pm to 8 am, and guests are asked to be considerate of our neighbors. Non registered occupants will be asked to vacate the property, transient visitors are allowed under the condition to comply with the maximum occupancy limit and leave the premisses at 10pm. If the visitor stays further than 10pm it will be charged as extra guest. -Zero-Tolerance Policy: Guests are expected to refrain from engaging in any form of disrespectful, illegal, or inappropriate behavior towards neighbors, residents, building management, hosts, or any representatives of our organization. Any instance of such behavior warrants the immediate termination of the stay, without the possibility of a refund. Guests are explicitly aware that their conduct constitutes a fundamental condition of this agreement, and any violation of this condition may result in damages and losses for the host. Guests further commit to indemnify and absolve the host from any damages, losses, or associated costs arising from their disrespectful or inappropriate behavior. In the event of a breach of the zero-tolerance policy, the full deposit shall be forfeited.

7. Guests Agreement Contract: The guests will sign an agreement contract during their pre-check-in process, agreeing to abide by all of the house rules and acknowledging that any breach of the terms stated may result in the immediate cancellation of the stay without a refund. The guests also agree to indemnify and hold harmless the Host for any damages, losses, or costs that may result from the guests' breach.

8. Contact Information: If guests encounter any inconvenience or have any questions, our guest services team is at their service seven days a week, available from 7:00 AM to 1:00 AM.