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. For reservations of $5,000 or more you may choose split payments: half is charged at booking and the remaining half is automatically charged to the same card 60 days before check-in — the non-refundable boundary.
• Card on file. When you complete checkout we securely store your card with our payment processor (Authorize.net / Stripe — never on our servers) so the second installment can be charged without you re-entering details. You will receive an email receipt the moment the auto-charge clears.
• If a scheduled installment is declined we will email you immediately and attempt the charge again within 24 hours. Two consecutive failures may result in cancellation of the reservation.
• 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 of accommodation and taxes if cancelled within 2 days of booking (the “Free Cancellation” window).
• 50% refund of accommodation and taxes if cancelled at least 90 days before check-in.
• No refund from 60 days before check-in onward — this is when the second installment auto-charges (if split-pay) and the booking becomes fully non-refundable.
• Between 60 and 90 days before check-in, refunds follow the 50% schedule above on a case-by-case basis.
• For rare, major events (government travel bans, natural disasters, etc.), we’ll review on a case-by-case basis.

Booking Fee and Damage Waiver are non-refundable regardless of when you cancel. See the Booking Fee and Cancellation Policy sections for full details.

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.

Booking Fee

A non-refundable Booking Fee is added to every reservation at checkout to cover secure payment processing, fraud screening, and confirmation messaging (email, SMS, and access-code delivery). The Booking Fee is calculated as approximately 3.0% of your stay total (accommodation + damage waiver + taxes) plus $0.31, and is itemized separately in your Charge Summary on the checkout and confirmation pages.

The Booking Fee is non-refundable under all circumstances, including:

• Free-cancellation refunds within 48 hours of booking acceptance
• 50% refunds for cancellations 30+ days before check-in
• Approved extenuating-circumstances refunds
• Host-initiated cancellations

The Booking Fee is the same regardless of payment method (card, Apple Pay, Google Pay, etc.) and is not a credit-card surcharge. It is collected by Gilson Property Group on behalf of our payment processor; we do not retain or profit from this fee.

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.

Equipment

The Equipment, which the Customer(s) hereby rents from the Company pursuant to this Agreement, consists of oxygen concentrator machinery and related components, including but not limited to oxygen concentrators, hoses which supply oxygen to the user of the Equipment, electrical cords and components, and any and all other parts and components delivered to Customer(s) by the Company pursuant to this Agreement.

Operation & Return of Equipment

Customer(s) will comply with all applicable instructions for use of the Equipment and shall use the Equipment only for purposes for which the Equipment is intended. Upon expiration of the Rental Term, Customer(s) shall return the Equipment in the same condition as when received from the Company, normal wear and tear excepted. Customer(s) shall be responsible for any damage, loss, destruction, or other inability to return the Equipment to the Company in accordance with this Agreement.

In the event the Equipment sustains damage, loss, or destruction, either in whole or in part, while in the possession of the Customer(s), the Customer(s) authorizes and directs the Company to charge any credit card of the Customer(s), the information of which is in the possession of the Company or otherwise provided to the Company, for any repair and/or replacement costs of Equipment as necessary. Whether damaged Equipment is repaired or replaced is solely at the discretion of the Company.

In the event the Customer(s) fails to return to the Company the Equipment at the end of the Rental Term, Customer(s) shall pay to the Company thereafter a Daily Rental Rate of twice that specified above in this Agreement until the Equipment is returned to the Company. Additionally, the Company may retake possession of the Equipment at any time after expiration of the Rental Term of this Agreement, or if the Customer(s) uses the Equipment in violation of the terms of this Agreement. Customer(s) shall reimburse the Company for all expenses of the Company in retaking possession of the Equipment.

Use of the Equipment

Customer(s) understands and agrees that use of the Equipment is solely and exclusively recreational. The Equipment is not for medical use and shall not be used for medical purposes of any nature whatsoever. The Equipment is not for or intended to be for medical use. The Company is not a medical provider. The Company does not fill prescriptions for oxygen or oxygen concentrator rentals, and the Equipment shall not be used pursuant to a prescription from a medical provider. The oxygen produced by the Equipment does not diagnose, treat, cure, or prevent any disease or illness. Customer(s) with any pre-existing and/or current medical conditions should consult with their physician or other medical provider prior to use of the Equipment. The Equipment is intended for recreational, intermittent use only and is not to be used as a medical or lifesaving product. The Customer(s) assumes all risk and liability for any loss, damage, injury, or death to the Customer(s) or other person(s) or property arising out of or related in any manner to Customer(s)’ rental of and use of the Equipment.

Delivery of Equipment

The Company will deliver and pick up the Equipment between the hours of 8:00 AM and 8:00 PM free of charge with a two-day minimum Rental Term of the Equipment. Customer(s) will pay a $50.00 delivery charge and/or $50 pick-up charge, as the case may be, for pick-up and delivery outside the above hours.

Return of Equipment

Any Equipment not available for pick-up on the scheduled pick-up date will incur an additional Daily Rental Rate, at twice the Daily Rental Rate specified above, until the Equipment is available for pick-up, together with an additional $50 pick-up fee.

Cancellation of Reservations

All cancellations with 24 hours or more notice prior to start of rental period will receive a full refund. Cancellations within 24 hours of the rental start time, when the oxygen equipment has already been delivered, may incur a $100 fee. The Company acknowledges and understands that weather and travel conditions may be a factor in a Customer’s cancellation and will consider such factors in determining whether to charge a cancellation fee.

Exclusive Use

The Customer(s) acknowledges, understands, and agrees that he/she has rented the Equipment solely and exclusively for use by the Customer(s), the Customer’s family, and/or those persons living with and/or travelling with and staying with the Customer(s). Customer(s) shall not transfer, assign, sublease, or otherwise allow persons other than those expressly permitted by this Agreement to use the Equipment. Customer(s) shall not allow the Equipment to be used, kept, or stored at any location other than the location to which the Company delivers the Equipment.

Waiver of Claims

Customer(s) does hereby agree, on behalf of Customer(s), any person the Customer(s) allows to use the Equipment (“Additional Users”), their heirs, successors, and any person or entity claiming or attempting to exert a claim against the Company as a result of or in any manner relating to Customer’s rental of the Equipment and/or use of oxygen from the Equipment, to expressly waive, remise, and release any claim, right, or cause of action whatsoever which the Customer(s) may have, acquire, or which may accrue in the future against the Company, its members, managers, officers, employees, agents, and servants arising in whole or in part from, or as a result of, the rental of the Equipment and use of the oxygen generated by the Equipment, including but in no way limited to physical, mental, economic, or emotional injuries or death.

Indemnification

The Customer(s) hereby agrees to indemnify and hold harmless the Company, its members, managers, officers, employees, agents, and servants from and against any and all loss, damage, injuries, claims, causes of action, and/or liabilities, including reasonable costs and attorney fees whatsoever, resulting from or arising out of or in connection with Customer’s and Additional Users’ rental of the Equipment and the use of oxygen generated by the Equipment.

Company Disclaimer

OXYGEN VIGOROUSLY ACCELERATES COMBUSTION AND FLAME. THERE CANNOT BE ANY SOURCE OF OPEN FLAME OR SPARK WITHIN THE SAME ROOM OR OPERATING ENVIRONMENT AS THE EQUIPMENT OR ANY OTHER PARTS OR COMPONENTS. SOURCES OF COMBUSTION INCLUDE, BUT ARE NOT LIMITED TO, ANY FORM OF SMOKING (CIGARETTES, PIPES, CIGARS, OR OTHER), ELECTRIC, GAS, OR WOOD HEATING/COOKING SYSTEMS OR DEVICES, LIGHTERS, MATCHES, CANDLES, OR OTHER OPEN FLAME. THE EQUIPMENT SUPPLIED BY THE COMPANY IS INTENDED FOR PRIVATE USE IN THE HOME OR VACATION RENTAL ONLY. CUSTOMER(S) IS SOLELY RESPONSIBLE FOR THE USE OF THE EQUIPMENT BY OTHER INDIVIDUALS AS PERMITTED UNDER THIS AGREEMENT. UNDER NO CIRCUMSTANCES SHALL THE EQUIPMENT BE OPERATED BY ANY PERSON UNDER THE AGE OF 18, WHILE UNDER THE INFLUENCE OF INTOXICANTS OR NARCOTICS, IN VIOLATION OF THIS AGREEMENT, OR IN AN UNSAFE OR UNLAWFUL MANNER.

Accidents and Damage to Equipment

Customer(s) shall immediately notify the Company of any and all accidents or damage to the Equipment related to the operation of the Equipment.

Responsibility for Costs, Expenses, and Fees

Customer(s) assumes responsibility for all costs, expenses, fees, and attorney fees of every kind and nature arising out of Customer’s use and operation of the Equipment. Customer(s) shall pay all costs, expenses, and attorney fees incurred by the Company in collecting sums due and/or in regaining possession of the Equipment, and/or enforcing and recovering any damages, loss, claims, rights, or defenses against the Customer(s).

Legal Matters

This Agreement is subject to and shall be interpreted under the laws of the State of Colorado. The venue for any action or proceeding of or related to this Agreement, whether in contract or tort, shall be exclusively in the County or District Courts for Summit County, Colorado. The Customer consents to personal jurisdiction over Customer(s) in Summit County, Colorado. THE CUSTOMER WAIVES TRIAL BY JURY.

Independent Parties

Customer(s) and Company are independent parties. Customer(s) and Company agree that this Agreement does not create a partnership, joint venture, or agency relationship of any nature whatsoever.

Execution and Representative Capacity

Any individual executing this Agreement as a Customer in a representative capacity shall be bound personally, jointly, and severally, with such represented party, corporation, or other person or entity, as to all obligations, express or implied, arising under this Agreement.

Refusal to Rent

The Company reserves the right to refuse renting of the Equipment to any person in the sole discretion of the Company.

Headings

The headings in this Agreement are for convenience only and should not be utilized in construing the provisions of this Agreement.

Entire Agreement

This Agreement represents the entire Agreement between the Customer(s) and the Company. There are no prior agreements or understandings between the Customer(s) and the Company. This Agreement may not be modified except in writing by the Customer(s) and the Company.

Refund Policy:

Refund percentages below apply to the accommodation and applicable taxes only. The Damage Waiver and Booking Fee are non-refundable under every tier (see Booking Fee and Damage Deposit Terms of Service for details).

• 100% Refund of accommodation and taxes: Cancellations made within 48 hours of booking acceptance.
• 50% Refund of accommodation and taxes: Cancellations made 90 or more days before check-in.
• 0% Refund: Cancellations made less than 60 days before check-in.

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

What you will receive back on a cancellation: the refundable percentage of your accommodation and taxes only. The Booking Fee and Damage Waiver remain with Gilson Property Group and the property owner respectively, regardless of when you cancel.

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: