Policies & Standard Procedures

Who We Are

All properties in our portfolio are individually owned and operated by private homeowners. Gilson Property Group serves as the booking and management agent on their behalf, ensuring a consistent, high-quality guest experience.

Your Reservation

• Who's Staying: Your reservation should include everyone spending the night. Please let us know if that changes so we can stay within the property's occupancy limit (shown on each listing).
• Check-In & Check-Out: Arrival and departure times are listed in your confirmation. Need a little extra time? Please ask in advance—late departures without approval may incur a fee.

During Your Stay

• Care for the Home: Treat the property as you would your own. Keep it tidy and report any issues or damage as soon as you notice them.
• Guests & Visitors: Overnight guests beyond your confirmed party aren't allowed unless we've approved them in writing.
• Noise & Respect: Please be considerate of neighbors and keep noise to a minimum, especially in the evening.
• Smoking & Pets: No smoking indoors. Pets are welcome only if the property listing allows it and you have pre-approval.
• Furniture & Décor: Please don't move furniture or appliances.

Payment & Security

• Your full rental amount (including taxes and fees) is due at booking. Guests may also choose to use split payments or
  use Klarna to pay over time.
  
  Terms apply — missed or declined payments may result in cancellation within 24 hours without refund.
• Some stays may require a security deposit. If so, we'll refund it within 7 days of check-out as long as there's no damage or extra cleaning needed.

Cancellations

(For direct bookings only—platform policies apply if you booked through Airbnb, VRBO, etc.)

• 100% refund if canceled within 24 hours of booking.
• 50% refund if canceled at least 60 days before arrival.
• No refund if canceled within 59 days of arrival.
• For rare, major events (government travel bans, natural disasters, etc.), we'll review on a case-by-case basis.

Access & Safety

• We may need to enter the home for repairs or inspections, but we'll always give reasonable notice.
• Check-in details and door codes arrive the morning of your stay. Please don't change locks or duplicate keys. Lost keys and key cards may require a locksmith and a replacement fee.

Insurance & Liability

We recommend travel insurance for your belongings and plans. Gilson Property Group and the property owner aren't responsible for injuries or lost/damaged personal items.

By booking with Gilson Property Group, you acknowledge that each property is privately owned, represented by Gilson Property Group as the management agent, and you agree to these terms.

Accepted Payment Methods

• Credit/Debit Cards: All major cards are accepted and processed securely through Zoho Payments.
• ACH / Bank Transfer: Guests and clients may pay directly from a U.S. bank account using Zoho’s secure ACH platform.

Authorization & Security

• All payments are encrypted and PCI-DSS compliant through Zoho Payments.
• By submitting payment, you authorize Gilson Group to charge the approved amount to your selected method.

Deposits & Timing

• Reservations & Bookings: A valid payment method is required to secure all bookings. Deposits are charged at the time of reservation unless otherwise specified.
• Invoices & Services: Payment is due upon receipt unless a superseding written agreement with Gilson Property Group provides different terms.

Cancellations & Refunds

• Cancellations or refunds follow the terms of the specific booking or service agreement.
• Approved refunds are returned to the original payment method within 5–7 business days.

Late or Failed Payments

• Payments not received by the due date may incur a 5% late fee of the invoice total, plus any external bank or processor charges associated with the failed payment.
• If a payment method is declined, the customer agrees to provide an alternate method within 24 hours to avoid suspension of services or additional collection actions, including legal remedies.

Processing Fees

• Credit card processing fees are included in published pricing unless explicitly stated otherwise in a signed agreement.

Disputes

To dispute a charge, contact billing@gilsonpropertygroup.com within 7 business days of the transaction date. Gilson Group will review and respond within 5 business days.

Privacy & Data Handling

Payment details are stored and processed solely through Zoho Payments’ secure systems. Gilson Group does not retain full credit card or bank account numbers.

Personal Information Collection:

We collect the following personal information when you engage with our services:

• Guest name
• Guest email
• Guest phone number
• Guest address
• Guest ID

How We Use Your Information:

Your personal information is vital to providing a personalized and efficient experience for your stay. Here's how we use it:

• Guest Verification: To confirm the identity of guests and maintain the security of our properties.
• Payment Processing: Securely process credit card payments via Stripe.
• Rental Agreement Preparation: Use this information to draft necessary rental agreements through our guest verification portal.
• Marketing Communications: With your consent, we may use your contact information to share updates, offers, and promotions.
• Reservation Communications: Contact you with details regarding your reservation, including access instructions and emergency information.
• Service Improvement: Cookies and tracking technologies help us understand preferences and improve our services.

Refund Policy:

• 100% Refund: Cancellations made within 48 hours of booking acceptance.
• 50% Refund: Cancellations made up to 30 days before check-in.
• 0% Refund: Cancellations made less than 29 days before check-in.

Refunds will be processed through our payment processor and may take 7-10 business days to reflect in your account.

Qualifying Events:

This policy allows for cancellation in cases of the following events, provided they occur after booking and were not reasonably foreseeable:

• Altered Government Travel Regulations: Unexpected changes to visa or passport requirements that prevent travel to the destination.
• Declared Emergencies and Epidemics: Officially declared local or national emergencies, epidemics, and public health crises, excluding common diseases in the region.
• Government-Imposed Travel Restrictions: Restrictions that prohibit travel to, accommodation at, or return from the destination. Non-binding travel advisories are not included.
• Hostile Acts and Military Conflicts: War, civil disorder, terrorism, or other significant disruptive events.
• Natural Disasters: Major natural events, such as earthquakes, hurricanes, and significant outages of essential services. Regular weather events like snow in winter are not included.

Non-Qualifying Circumstances:

The following scenarios are not covered by this policy:

• Personal sickness, injuries, or ailments.
• Legal obligations like jury duty or military service.
• Travel advisories or warnings.
• Cancellation or postponement of events for which the reservation was made.
• Transportation disruptions unrelated to a qualifying event.

Security Deposit Authorization Process

• Pre-Authorization: Seven days before check-in, Stripe will pre-authorize your credit card for the full security deposit amount, which depends on the level of risk presented by the reservation. This amount can range from $0 to $1,000. A $2 pre-authorization payment validation will also be conducted to confirm the card details.
• Weekly Renewal: For stays longer than seven days, the pre-authorization will renew weekly until two days after checkout.
• Deposit Determination: The security deposit amount is calculated based on the risk score identified in our guest verification portal. Higher-risk reservations may require a higher deposit.

Coverage and Responsibility

Our refundable security deposit policy covers unintentional damages to the interior of the rental unit during your stay. It does not cover:

• Intentional acts or gross negligence.
• Damage caused recklessly or by pets.
• Normal wear and tear.
• Loss, theft, or damage to personal effects.

In the event of damages or violations of the usage agreement, the guest will be fully responsible. The deposit will be refunded in full if no issues are reported at checkout.

Penalties and Fees: