Everything about booking, paying, cancelling and staying with us. The homes in our portfolio are privately owned; Gilson Property Group manages and books them on the owners’ behalf.
Last updated September 27, 2026
A reservation is confirmed once payment is received and we have sent your confirmation. The full amount — accommodation, damage protection, lodging tax and the booking fee — is shown before you pay and is due at booking.
For reservations of $5,000 or more you may split the payment in two: half at booking, and the other half charged automatically to the same card 60 days before check-in. If that second charge is declined we will email you and retry within 24 hours; two failed attempts in a row may cancel the reservation under the cancellation policy below.
We accept all major credit and debit cards, Apple Pay and Google Pay. Guest payments are processed by Stripe; your card details are held by Stripe, never on our servers, and we never see or keep your full card number. If you choose split payments, your card is saved with Stripe for the second payment.
Stays of 30 nights or more require our extended-stay agreement, signed before check-in. An extended stay is a mid-term lodging stay with a fixed end date, not a rental of a home to live in: it does not create a lease, a tenancy or a residence, and you keep your permanent home elsewhere. The stay ends on the check-out date in the agreement; staying longer needs a new written agreement.
A booking fee of about 3% of your stay total plus $0.31 is added to every direct reservation. It covers secure payment processing, fraud screening and confirmation messaging (email, text and access-code delivery), is itemized separately at checkout and on your confirmation, and is the same whichever way you pay. The booking fee is not refundable, including when a reservation is cancelled.
If a charge looks wrong, send us a billing question and we will reply within 5 business days. Please contact us before disputing a charge with your bank so we can put it right quickly.
Standard check-in is 4:00 PM and check-out is 10:00 AM; your confirmation shows the times for your home. Most homes use a keypad or smart lock. Your access code is sent before arrival once verification is complete — no office visit required.
Early check-in and late check-out are requested in your guest portal. One extra hour is complimentary when the cleaning schedule allows; two- and four-hour options have a fixed price set by your home’s Collection, shown in the portal, and are charged only once we confirm them. Staying past check-out without approval disrupts the next guest’s arrival and is charged as one additional night at the home’s current nightly rate, plus any cost it causes the next guest.
For reservations made directly with us:
If you book 60 days or less before check-in there is no 50% period: the reservation is refundable for 24 hours and non-refundable after that. The exact dates and amounts for your stay are shown at checkout before you pay.
The booking fee and damage protection are not refundable in any case, including a cancellation within the first 24 hours. Add-on services booked with your stay follow the same cancellation policy as the stay, except ski and gear rentals, which have their own terms (see Add-ons & extras). Refunds go back to the original payment method and can take 7–10 business days to appear.
Booked through Airbnb, Vrbo or another platform? That platform’s cancellation policy applies instead.
Cancel through the link in your confirmation, your guest portal, or by sending a cancellation request. Date changes are free of change fees; you pay any difference in the nightly rate for the new dates, and a change is subject to availability.
Rarely, a home becomes unavailable — for example a sale, serious damage or an urgent repair. If that happens we will tell you as soon as we know and either move you to a comparable home, if you accept, or refund everything you paid, including the booking fee and damage protection. That refund or move is the full extent of our responsibility for the cancellation.
If one of the events below happens after you book, could not reasonably have been foreseen when you booked, and prevents your stay, you will receive a full refund of the accommodation and lodging tax for the affected nights — or, if you prefer, a move to a comparable home or to new dates. The booking fee and damage protection are not refunded.
These do not qualify: ordinary winter weather, snow or road conditions, chain laws or pass closures that do not come with an evacuation or closure order; ski-area, lift or terrain closures; personal or family illness or injury; travel advisories; flight cancellations, delays or missed connections; work or school obligations; and events you are travelling for being cancelled or moved. Travel insurance is the way to protect your trip against these.
To use this policy, contact us before your check-in date, or as soon as the event happens if it happens during your stay, and include documentation (for example the official order). Refunds go back to the original payment method within 7–10 business days.
Outside the extenuating circumstances above, we do not give refunds or credits for weather, snow or road conditions, ski-area conditions or closures, amenities closed by a homeowners association (such as shared pools, hot tubs or fitness rooms), short utility or internet outages, or nearby construction. If something in the home stops working, tell us straight away and we will fix it as quickly as we can.
Nights you do not use because you arrive late or leave early are not refunded.
To protect the homes and the neighbors who live around them:
There are never cameras, microphones or audio-recording devices inside any home. Some homes have exterior cameras at entrances or driveways, noise sensors that measure volume only and record no sound, or temperature sensors that protect the pipes in winter; where a home has any of these, its listing says so.
How damage is handled depends on where you booked. If you booked directly with us, protection is already part of your reservation. If you booked through Airbnb, Vrbo or another platform, you choose in your guest portal whether to add it.
The Accidental Damage Waiver (the “Waiver”) is part of your reservation. In exchange, Gilson Property Group (“we”) waives your responsibility for accidental damage to the home and its contents that happens during your stay, up to the waiver limit for the home.
The Waiver is not insurance and is not underwritten as an insurance product. It does not cover your personal belongings, travel costs or personal liability; we recommend travel and liability insurance for those.
Subject to the limits and exclusions below, the Waiver applies to accidental physical damage to the home or its furnishings that happens during your stay and is reported as described in Section 6.
Typical examples: a spilled drink staining a rug, a broken dish or glass, an accidentally cracked countertop, or a scuffed wall.
On direct bookings the Waiver is included in the total you pay at checkout. It is mandatory, is not refundable, and is fully earned at booking. The waiver limit is set by the home’s tier, shown on its listing:
| Home tier | Waiver limit per stay |
|---|---|
| Vacation Essentials | $2,000 |
| Curated | $3,500 |
| Signature | $5,000 |
You remain responsible for damage above the limit and for damage excluded in Section 4.
The Waiver does not apply to the following, and you remain fully responsible for:
For amounts you remain responsible for, you authorize us to charge the card used for your booking, or another card you provide, after we send you documentation of the damage. We may ask you to add a card in your guest portal before arrival. Nothing is charged unless there is verified damage.
Bookings of 6 or more guests also carry a refundable $750 authorization hold, placed on your card the day before check-in. A hold reserves funds but does not charge them. It is released within 7 days after check-out, less any verified damage, and is in addition to the Waiver.
Tell us about damage as soon as it happens, and no later than check-out; prompt reporting is what lets the Waiver apply. After check-out we assess any reported or discovered damage, apply the Waiver up to the limit, and send you documentation before charging anything you remain responsible for.
On platform bookings, damage protection is optional. Your guest portal offers three levels — $99, $149 or $199 per stay, waiving damage up to $2,000, $3,500 or $5,000 — or you can decline. If you buy one, these terms apply to it, at the level you chose. If you decline, you are responsible for the full cost of any damage.
The lead guest must be 25 or older and stay at the home. Exceptions may be made case by case, at our discretion and in writing.
Before arrival we verify the lead guest’s identity through our verification partner, Didit: a government-issued photo ID and a selfie with a liveness check. Some homes or homeowner associations also require further screening. Access codes are released once verification is complete, and we may decline or cancel a reservation that cannot be verified. If a payment looks fraudulent, the lead guest must show government ID matching the name on the card; if they cannot, we may cancel the reservation and refund the payment to the card.
You will also be asked to sign our rental agreement. It repeats the key terms on this page for your specific home and dates; where it differs from this page, the signed agreement governs.
Ski and snowboard rentals, groceries, chef service and similar extras are arranged through our concierge marketplace.
We want every guest to feel at home, and every home and neighbor to be respected. We may decline or end a stay for misrepresentation, unsafe behavior, or breaking these policies or community rules. The lead guest is responsible for everyone in their party.
Mountain homes come with mountain conditions: high altitude, steep stairs, decks and ledges, snow and ice, hot tubs, fireplaces and wildlife. Adults in the party are responsible for supervising children. In winter, four-wheel drive or traction tires may be needed to reach some homes. Please use every amenity with care. We recommend travel insurance for your trip and belongings. Gilson Property Group and the property owner are not responsible for injuries or for lost or damaged personal belongings.
To the extent the law allows, the total liability of Gilson Property Group and the property owner for any claim arising from your reservation or stay is limited to the amount you paid for that reservation. This does not limit liability that cannot legally be limited, such as for gross negligence or willful misconduct.
You agree to cover Gilson Property Group and the property owner for claims, fines, damage and costs caused by you, anyone in your party or anyone you invite to the home, including reasonable attorneys’ fees.
Your name, email, phone number and address; your reservation and payment details (card data is held by Stripe, not by us); your messages with our team; and, for verification, images of your ID and a selfie and liveness check.
We do not share text-message opt-in data or consent with any third party.
ID images and the selfie and liveness check are used only for identity verification, fraud prevention and the security of our homes. We and Didit keep them only as long as needed for those purposes and to meet legal obligations.
By booking you agree that we may send the agreement, receipts and notices about your stay by email or text, and that these count as being “in writing”. Texts about your reservation are part of the service; marketing texts are sent only with your consent, which is never a condition of booking. Reply STOP to any text to stop them.
To ask what we hold about you, or to correct or delete it, send a privacy request.
We use cookies and similar tools — Google Analytics, Google Ads, Meta (Facebook) and Zoho PageSense — to understand how the site is used and to measure our advertising.
Change your choice any time with the Cookie preferences link in the footer. Inside the guest portal we log only anonymized reliability data (page loads, completed steps and errors), with no personal, payment or ID details.
Your reservation and these policies are governed by the law of the state where the home is: Colorado law for homes in Colorado, and Michigan law for homes in Michigan, together with the Federal Arbitration Act.
Most concerns are resolved quickly. Before starting any claim, please send us a message describing the issue and what you are asking for, and give us 30 days to try to resolve it.
If we cannot resolve it, any dispute arising from your reservation, your stay or these policies will be decided by binding individual arbitration, not in court. Arbitration is run by the American Arbitration Association under its Consumer Arbitration Rules, before a single arbitrator, and takes place in the county where the home is (Summit County, Colorado, or Ingham County, Michigan) or by video or phone if you prefer. For claims we cannot resolve, we will pay any arbitration fees above the filing fee you would pay to start a case in court.
Either of us may instead bring an individual claim in small-claims court if it qualifies there, and either of us may go to court to stop misuse of the home or of our intellectual property.
You and we each agree to bring claims only in an individual capacity, not as a plaintiff or class member in any class, collective or representative action, and each of us waives the right to a jury trial. An arbitrator may not combine more than one person’s claims.
You can opt out of arbitration by sending us a message within 30 days of booking that includes your name, reservation code and a statement that you are opting out of arbitration. If you opt out, disputes are heard by the courts of Summit County, Colorado, for Colorado homes, or the courts in Lansing, Michigan, for Michigan homes. The class-action and jury waivers still apply to the extent the law allows.
Any claim must be brought within one year after it arises, unless the law requires a longer period. If any part of this section is found unenforceable, the rest of it still applies.
The version of these policies in effect when you book applies to your reservation. We may update them for future bookings; the date at the top of this page shows the latest change.
Anything unclear, or a situation these policies don’t cover? Call (877) 566-4595 or send us a message. For billing questions and privacy requests, choose that topic on the contact form.