Guest Accommodation Agreement (Cloud9 Terms and Conditions)

IMPORTANT: By making a booking with Cloud9 and completing the registration process (e.g., checking the acceptance box online), you acknowledge that you have read, understand, and agree to all the terms and conditions of this Guest Accommodation Agreement (“Agreement”). This is a legally binding contract that affects your rights and remedies, so please read it carefully. In this Agreement, “Cloud9” refers collectively to The Cloud9 Dominus Company, The Cloud9 Windy City LLC, and any of their current or future affiliates or subsidiaries. “Guest” or “you” refers to the person named on the booking and all members of the travel party. “Accommodation” refers to the rental property detailed in your booking. All monetary amounts are in United States Dollars (USD) or the equivalent in local currency where applicable.

PLEASE NOTE: This Agreement is not a lease or residential tenancy. It does not convey any property or tenancy rights to you. You are granted a limited, non-exclusive license to occupy the Accommodation for the duration of your confirmed stay (the “Accommodation Period”). You are not a tenant and must depart at the end of your Accommodation Period with no right to renewal or extended occupancy. Any breach of this Agreement or Cloud9’s House Rules (defined below) may result in immediate termination of your stay and removal from the Accommodation without refund.

Booking Confirmation and Payment

• Condition of Booking: Your booking is confirmed only after you have agreed to this Agreement and received a written Confirmation of Booking (via email or booking platform message) from Cloud9. Until you receive a Confirmation of Booking, Cloud9 is not obligated to provide the Accommodation and no binding contract exists. If you fail to accept these terms, your reservation will not be completed.
  
• Authorized Charges: By confirming a booking, you authorize Cloud9 to charge your credit/debit card for all fees, deposits, and taxes applicable to your reservation, as outlined in your booking summary. This includes the accommodation fees, cleaning fees, security/damage deposits, and any applicable taxes or service fees. You also agree that Cloud9 may collect additional charges from you as described in this Agreement (for damages, penalties, etc.) using the payment method on file.
  
• Booking Platform Policies: If you booked via a third-party platform (OTA) or agency, note that Cloud9’s own rules and this Agreement still apply in addition to any platform policies. In case of a direct conflict between a platform’s terms and Cloud9’s terms, the stricter or more protective rule will apply for enforcement purposes (for example, both the platform’s policies and Cloud9’s rules must be followed, and where they differ, the one imposing a higher standard of conduct or penalty will govern).
  
• Cancellation by Cloud9: Cloud9 will not cancel a confirmed booking except in extenuating circumstances (e.g. emergency maintenance rendering the property uninhabitable). If Cloud9 must cancel, we will attempt to arrange a suitable alternative accommodation for you. If a suitable alternative is not available, you will receive a full refund of amounts paid. Cloud9 and its partners shall not be liable for additional compensation in such cases beyond refund of your booking amount.
  
• Cancellation by Guest: Your booking is subject to the cancellation policy provided at the time of booking (e.g. on our website or the listing platform), including any non-refundable periods or fees. If you cancel a booking (or are deemed to have canceled as a result of failing to meet requirements of this Agreement), any refund will be determined by that cancellation policy. Exceptional circumstances: In rare cases of extreme events beyond your control (e.g. natural disaster, serious illness) leading you to cancel, Cloud9 may at its sole discretion authorize a full or partial refund outside of the normal policy. Such exceptions are not guaranteed and are evaluated case-by-case.
  

Guest Registration Requirements

Upon booking, you are required to complete Cloud9’s guest registration and verification process before check-in. This process is mandatory for security and insurance purposes. Failure to complete all steps of the registration in time will result in denial of access to the Accommodation and will be treated as a guest cancellation subject to the standard cancellation policy (i.e., you may forfeit rent and fees). The registration process includes the following steps and conditions:

1. Security Deposit Hold: You must approve a pre-authorization hold on a valid credit or debit card for a refundable security/damage deposit. This hold is typically placed up to 7 days before check-in and is generally equivalent to the security deposit amount stated in your booking (or the booking total, as specified by Cloud9 or the booking platform). Cloud9 reserves the right to test authorize your card earlier than 7 days before arrival to verify sufficient funds or credit; any such early test charge will be voided or released immediately. By accepting this Agreement, you agree that Cloud9 may pre-authorize and/or charge your card up to the full amount of the security deposit or any applicable fees without additional consent, in accordance with this Agreement’s terms.
   
2. Pre Check-In Documentation: You must submit required documentation for all adult occupants (18 years or older) staying at the Accommodation. Only guests who provide the required identification will be registered and permitted to occupy the property. Required documentation typically includes:
   
   • Government-Issued ID: A clear copy of a government-issued photo identification. For U.S. guests, this may be a driver’s license or state ID (for each state-issued ID, it must be valid and unexpired) or a passport. For international (non-U.S.) guests, a valid passport is required (foreign national IDs are not accepted). Cloud9, at its discretion, may require all adult guests in the group to provide identification (not just the primary booker).
     
   • Payment Card Verification: A copy or image of the credit card used for the booking or security deposit hold may be required for fraud prevention. The name on the card should match the booking guest’s name. If a corporate or third-party card is used (e.g. for business travel), you must have authorization to use that card and may need to provide proof of the cardholder’s approval.
     
   • Contact Information: A valid phone number and email address for the primary guest must be provided for verification and communication purposes. This contact information may be shared with building management or security if required for access arrangements.
     
3. Identity Verification: Cloud9 may require additional identity verification steps for security. This could include a selfie photograph or live identity check to match your ID, or answering verification questions. All verification data is used solely to confirm identity and ensure the safety of all parties.
   
4. Background Check: You acknowledge that Cloud9 reserves the right to conduct background screening on the primary guest and/or all adult guests in the reservation, especially for last-minute or high-value bookings, or as required by property management policies. This may include checks of public records, criminal databases, sex offender registries, and other legally available sources. By agreeing to this Agreement, you give consent for Cloud9 to perform such background checks. If a background check is required, Cloud9 will use third-party services to gather publicly available information; specific methods or services (e.g., third-party databases) may change over time and will not be disclosed to avoid circumvention. All adult guests may be subject to screening at Cloud9’s discretion. If the background check returns concerning information (such as a match on a sex offender registry or certain criminal convictions), Cloud9 may cancel your booking in accordance with our cancellation policy (treated as a guest cancellation due to providing false or unsafe information).
   
5. Use of Personal Data: Cloud9 will use the personal information you provide for purposes of verifying identity, processing the booking, facilitating your stay, and complying with legal requirements. This may include sharing relevant details with:
   
   • Service Providers: Third-party providers who help Cloud9 perform services (for example, payment processors, identity verification services, background check services, guest management or check-in software, etc.).
     
   • Property Owners/Managers and HOAs: We may share your name, and contact information (and for building security purposes, possibly IDs or vehicle information) with the property owner, building management or homeowner association as needed to register you as a guest or to comply with building requirements.
     
   • Law Enforcement or Authorities: If required by law, or in the event of an incident, we may share information with authorities as necessary.
     
6. Cloud9 will not sell or misuse your personal data for any marketing or unrelated purposes. All handling of personal data is done in accordance with our Privacy Policy (available on Cloud9’s website), which is hereby incorporated by reference. By providing your personal information, you consent to such usage and sharing. (If you have questions about our data practices, please refer to the Privacy Policy or contact us at legal@thecloud9team.com.)
   
7. Failure to Register: It is crucial that you complete all the above steps by the specified deadlines (usually prior to check-in). Failure to comply with the registration and pre-arrival requirements (including not providing ID, not agreeing to a deposit hold, or refusing a required background check) will result in denial of check-in. In such case, the reservation will be canceled with no refund for any nights or services lost due to non-compliance, as this is a breach of your obligations. Cloud9 will treat this as a guest-initiated cancellation under the applicable cancellation policy, meaning you will be responsible for any losses or fees as per that policy. Simply put: if you do not complete the check-in requirements, you will not be allowed to enter the property, and you may lose some or all of the amount paid for the reservation.
   

Fees, Security Deposit, and Authorizations

• Accommodation Fees: You agree to pay all rental fees, taxes, and charges for the Accommodation as disclosed at the time of booking in full, without set-off or counterclaim. Typically, the total accommodation fee (including rent, cleaning fee, and taxes) is paid upfront at booking or according to the schedule on the booking platform.
  
• Taxes: Cloud9 will collect and remit any required taxes (such as hotel taxes, occupancy taxes, VAT, or sales tax) as applicable to your booking. These will either be included in your total or listed separately as required by local laws.
  
• Security/Damage Deposit: All bookings require a refundable security deposit to cover potential damages or fines. This may be handled as a credit card pre-authorization hold rather than an actual charge. By booking, you agree to the following terms regarding the security deposit:
  
  • Pre-Authorization Timing: Cloud9 will normally pre-authorize your card for the deposit amount up to 7 days before check-in (or immediately if your check-in is sooner than 7 days at time of booking). In some cases, Cloud9 may process a test authorization or charge well in advance to verify your payment method, especially for long lead-time bookings, high reservation amounts, or at its discretion. Any early test charge will be promptly voided or refunded, and is only to confirm your card has sufficient funds (this will typically appear as a pending charge that is then removed).
    
  • During Stay: The pre-authorization hold will usually cover the duration of your stay and a short period after check-out. Cloud9 reserves the right to renew or extend the authorization if the stay is extended or if an inspection after check-out is pending.
    
  • Post-Stay Release: If no damage, loss, or rule violation is reported after you check out, Cloud9 will instruct the hold to be released or will refund any collected deposit within a reasonable timeframe. Typically, releases are processed within 7 business days after the end of your stay, but the exact timing for the funds to become available in your account may depend on your bank or card issuer.
    
  • Use of Deposit for Damages/Fees: If any damage to the property, missing items, excessive cleaning, unpaid fees, or rule violations (such as fines for smoking or unauthorized guests) are discovered, Cloud9 is entitled to charge the appropriate costs to your credit card on file, first using the security deposit hold. Cloud9 may charge the full cost of remediation, repair or replacement of damages even if it exceeds the deposit amount. The security deposit is not a limit of liability – you are liable for the total actual costs of damage or loss you or your invitees cause. If you booked via a platform like Airbnb which has its own resolution center, Cloud9 may first attempt to recover damages through that platform’s process; if those attempts fail or are insufficient, Cloud9 is authorized to charge your card directly up to the amount of the deposit and further bill you for any remainder as needed.
    
  • Name on Card: The credit card used for the security deposit hold should belong to the primary guest who made the booking (the person responsible for the reservation). If you need to use a card under a different name (e.g. a company card for a business trip), you must notify Cloud9 and ensure proper authorization. Cloud9 may require documentation to confirm that you have permission to use a card that is not in your own name.
    
  • Damage Claim Process: Cloud9 will notify you of any claims against your deposit (usually within a few days of checkout). Where possible, photographic or documentary evidence of damage will be provided. You will have an opportunity to respond or dispute before any charge is finalized (except in clear cases of non-compliance like smoking fines or missing item fees which are as per agreement). However, Cloud9’s determination of damages and costs is final and by agreeing to these terms, you acknowledge that Cloud9 has the right to charge your card for such damages or fees as outlined. You are not entitled to shop for or demand cheaper repair/replacement options – Cloud9 or the property owner will handle repairs/replacements at their discretion, and you will be responsible for the costs incurred. In addition to direct costs of repair or replacement, Cloud9 may charge a 20% administrative fee on top of the cost of any damage remediation or missing item replacement to cover the effort of coordinating repairs or purchases. (Example: If you break a $100 item, Cloud9 may charge you $120 to cover the item plus admin handling.) You agree that you will not challenge such charges, provided they are supported by evidence of damage and an invoice or estimate for the cost.
    
• Credit Card Authorization: By entering this Agreement, you irrevocably authorize Cloud9 to charge your supplied credit or debit card for all amounts due under this Agreement. This includes, but is not limited to: accommodation fees, taxes, security deposit claims, additional cleaning fees, late checkout fees, key replacement fees, fines for violations, and any legal costs or damages owed. This authorization remains in effect until all claims are settled. If you provide multiple card accounts, Cloud9 may charge any of the cards on file to collect amounts due. If a charge is declined or a hold cannot be processed, you agree to provide an alternative payment method immediately upon request.

Check-In and Check-Out

• Standard Check-In: Check-in time is between 4:00 PM and 10:00 PM on your arrival date. Cloud9 will provide you with check-in instructions prior to arrival (such as access codes or key pickup information) once all registration steps are completed. Do not expect early access without prior approval – the property may still be being cleaned or inspected up until 4:00 PM.
  
• Standard Check-Out: Check-out time is 11:00 AM on your departure date. You must fully vacate the Accommodation (including removal of all personal belongings and trash, and return of keys/fobs as instructed) by that time, unless a later checkout has been approved in writing.
  
• Early Check-In / Late Check-Out: If you require an earlier check-in or later check-out, you must request and obtain approval at least 24 hours in advance. Cloud9 will accommodate requests when possible, but approval is not guaranteed and may depend on cleaning schedules or other bookings. Additional fees may apply for early check-in or late check-out, which will be disclosed at the time of approval (if granted). Do not assume a request is approved until you receive written confirmation.
  
• Unauthorized Late Check-Out: If you remain in the property beyond the agreed check-out time without explicit permission:
  
  • Minor Overstay (up to 2 hours late): You may be charged a late check-out fee. This could be a fixed fee or a prorated amount up to a full day’s rent, at Cloud9’s discretion, to cover inconvenience to cleaners or incoming guests.
    
  • Major Overstay (more than 2 hours late): You will be charged for an additional full night at the prevailing rate (150% of the effective daily rate may be charged as an overstaying fee). Cloud9 also reserves the right to enter the premises, pack and remove your belongings, change locks, and take any other necessary action to regain the property. You will be liable for any costs associated with such action (locksmith fees, storage of belongings, etc.) and any loss Cloud9 incurs (such as compensating the next guest or relocating them). You agree that any personal items left behind after the check-out time are deemed abandoned, and Cloud9 is not responsible for their safekeeping.
    
• Key Return: All keys, access fobs, garage openers, or other access devices provided must be returned upon check-out, as instructed (either left in the unit, returned to a lockbox, handed to staff, etc.). If any keys, fobs, cards, or devices are lost or not returned, a replacement fee of $150 per item will be charged. This covers the cost of replacing locks or reprogramming security systems if needed.
  
• Check-Out Condition: Upon departure, please leave the Accommodation in a reasonably clean and tidy state:
  
  • Trash and perishables should be disposed of properly (follow any instructions for trash disposal or recycling).
  • Dishes should be washed or at least gathered in the sink/dishwasher.
  • Towels can be left in one pile in the bathroom.
  • Do not leave any major mess, stains, or debris. Normal cleaning is included, but excessive cleaning requirements (e.g. confetti, spills on carpet, unwashed dirty dishes everywhere, stubborn stains, etc.) will result in additional charges as detailed under House Rules (see Additional Cleaning clause).
    
• There is no need to wash linens or do a deep clean—that is our job—but leaving the place extraordinarily dirty or disorderly (beyond normal use) is a violation of this Agreement.
  

House Rules and Guest Obligations

During your stay, you agree to abide by all of Cloud9’s house rules and any rules imposed by the building or community in which the Accommodation is located. These rules are paramount – any breach can result in fines, loss of deposit, eviction, or other penalties. By signing this Agreement, you acknowledge these key House Rules:

• No Unregistered Guests or Visitors: Only the individuals specifically listed and approved in your booking are allowed to be on the premises. This means no additional visitors or invitees at any time without prior written permission from Cloud9. Daytime visitors are not permitted unless explicitly authorized, and absolutely no overnight visitors beyond the registered guests. If you wish to have any friend or family visit the property, you must request permission in advance, and Cloud9 may require ID and registration for that person as well. Unauthorized persons at the property will be considered a serious breach:
  
  • For any unauthorized person found at the property (day or night), a penalty of $500 will be immediately charged as a base fine (per incident).
    
  • If an unauthorized guest stays overnight, you will be charged an additional $100 per night for each night that person stayed beyond the first, AND/OR Cloud9 may deem the entire security deposit forfeited. Cloud9 reserves the right to choose the penalty that results in the greater charge in order to deter breaches (for example, Cloud9 may charge the full security deposit amount if it exceeds the $500+$100/night calculation). These fees are in addition to Cloud9’s right to evict you for the violation with no refund.
    
  • If the number of guests found on the property exceeds the maximum occupancy stated at booking (or violates municipal occupancy limits), Cloud9 may terminate your stay immediately and/or charge significant additional fees (up to 100% of the nightly rate per extra person). Always ensure your booking accurately reflects the total number of adults and children staying.
    
• No Parties or Events: Absolutely no parties, events, large gatherings, or commercial photoshoots are allowed at the Accommodation without explicit prior consent from Cloud9. The property is for residential use only by the registered guests. Any unauthorized party or event will result in immediate eviction and forfeiture of the entire security deposit, plus a minimum fine of $500 (or higher, as appropriate) to cover damages and nuisance. You will also be responsible for any additional cleaning costs and any fines imposed by the building/homeowner association or local authorities as a result of the disturbance. Quiet get-togethers of the registered guests are fine, but anything that disturbs neighbors or falls outside normal use of a home is not permitted.
  
• Quiet Hours / Noise: The Accommodation is in a residential area with neighbors who must be respected. Quiet hours are from 10:00 PM to 8:00 AM daily. During this time, please keep noise to a minimum (under approximately 70 dB as measured inside or outside the unit). At all other times, noise levels should not exceed 75 dB and should not be disruptive to neighbors. Loud music, yelling, or any other disturbance that can be heard outside of the unit (or in adjacent units) is prohibited at all times. Cloud9 may utilize noise monitoring devices (which measure decibel levels only, without recording audio) to detect excessive noise. If you violate quiet hours or cause a noise complaint, you may receive a warning. Repeated or egregious noise violations can result in fines up to the entirety of the Security Deposit or immediate eviction for serious cases. 

• No Smoking or Vaping: Smoking and vaping are strictly prohibited inside the Accommodation and in any indoor common areas of the building. This includes tobacco, marijuana, e-cigarettes, hookahs, or any substance. If you need to smoke, do so in a designated outdoor area off the property (at least 30 feet from entrances, and subject to local laws or building rules). If any evidence of smoking is found (e.g. smell, ashes, burns, smoke residue), you will be charged a $500 fine per occurrence, plus the cost of any additional cleaning or ozone treatment required to remove odors. This fine applies per incident or per day of violation. Smoking violations also void any right to return of the security deposit, and may result in immediate eviction without refund.
  
• No Pets: Pets or animals are not allowed in the Accommodation, except for registered service animals as required by law. If you have a service animal, you must notify Cloud9 in advance and may be required to provide documentation or certification per applicable laws. Emotional support animals (ESAs) are only permitted if the law in the jurisdiction requires their accommodation and if you have provided proper documentation before booking (note: ESAs are not recognized as service animals under many local laws and may be treated as pets). Unauthorized pets will result in an immediate $500 base fine. If the unauthorized pet stays overnight, you will be charged an additional $100 per night, for each night that the pet stays or remained in the unit or building. Additionally, you will be charged for any cleaning or damage caused by the animal. Cloud9 also reserves the right to evict you for bringing an unauthorized pet, with no refund. If an authorized service animal is approved, you remain fully liable for any damage or mess caused by the animal.
  
• Cleanliness and Damages: You must keep the property reasonably clean and tidy during your stay. Do not cause any damage to the unit or its contents. Some specific rules:
  
  • No rearranging furniture or decor: Do not change the layout of the furniture, mount anything on walls, or move décor or appliances. If you absolutely need to move something (e.g. to open a sofa bed), return it to its original position before checkout. Never remove any item from the property that belongs to the property.
    
  • No alterations: You may not paint, wallpaper, repair, or alter the property in any way. This also means no tampering with or disabling smoke detectors, WiFi routers, security devices, or noise monitors.
    
  • Damage reporting: If you accidentally break or damage something, inform Cloud9 immediately (during your stay). Even if you believe it’s minor or no one will notice, failure to report damage may result in additional penalties. We understand accidents happen; prompt reporting may mitigate liability. Unreported damages discovered after check-out will be assumed caused by you, and you will be responsible for the full cost of repair or replacement.
    
  • Missing items: Do not remove any items from the Accommodation. This includes towels, linens, electronics, dishes, or any other property inventory. Cloud9 conducts inventory checks; if anything is missing, you will be charged the replacement cost plus a 20% service fee (and any necessary procurement costs like shipping).
    
• Additional Cleaning Fee: Standard cleaning after your stay is covered by the cleaning fee you paid. However, if the unit is left in a condition that requires extraordinary cleaning efforts (beyond normal laundering of linens and general turnover):
  
  • Examples include: excessive trash or food waste left throughout, stained upholstery or carpet, foul odors requiring deep cleaning, dirty dishes or clutter requiring significant staff time, evidence of a party (trash, confetti, spills), etc.
    
  • In such cases, Cloud9 will charge an additional deep cleaning fee at a minimum rate of $150 per hour of extra cleaning required. One hour ($150) is the minimum charge, and if more time or specialized cleaning services are needed, the cost will increase accordingly. Cloud9 will document the condition with photos and provide an invoice of the cleaning work. You agree that these charges can be applied to your credit card on file. If you anticipate a mess (for instance, hosting a dinner), it’s best to clean up promptly to avoid these charges.
    
  • For extended stays (longer than 4 weeks), a professional cleaning by Cloud9’s team every 14 days is mandatory. Cloud9 will coordinate the bi-weekly cleaning with you. The cost of these interim cleanings will be communicated before booking (or before check-in) and will be charged separately if not included in the rent. Refusal of required mid-stay cleaning is a violation of these rules.
    
• Building Rules and Amenities: If the Accommodation is in a building with shared facilities or neighbors (e.g. a condominium or apartment building), you must follow all building rules, regulations, and homeowners association (HOA) policies. These may include rules about using amenities (pool, gym, etc.), moving luggage through service elevators, parking regulations, etc. Cloud9 will provide or point out any known building rules, but you are also responsible for generally behaving in a way that doesn’t violate standard condo/apartment policies. Do not engage in any behavior in common areas that would disturb other residents or draw complaints. If the building has quiet hours or other specific rules that are stricter than Cloud9’s house rules, those must be observed (for example, if the building quiet hours start at 9 PM, you must comply with that). In any case where Cloud9’s rules and the building’s rules address the same topic, the stricter rule will apply. Any fines from the building or HOA due to your actions (e.g., noise violations, smoking, improper trash disposal) will be passed on to you. You also risk immediate eviction if the building management demands it due to your violation.
  
• Respect for Neighbors (Zero Tolerance): Cloud9 has a zero-tolerance policy for disrespectful, disorderly, or unsafe behavior. You and your guests must be respectful to neighbors, building staff, Cloud9 personnel, and anyone else in the vicinity. Harassment, intimidation, hate speech, excessive drunkenness, or any behavior that poses a nuisance or danger is strictly prohibited. If Cloud9 (or building security) receives complaints about your behavior, or if you engage in any hostile or illegal conduct, your stay will be terminated immediately. You will be required to leave the property without any refund, and you will forfeit your security deposit in full as liquidated damages. Additionally, you will be responsible for any costs resulting from your misconduct (such as compensation to neighbors or property damage). Be mindful that you are staying in someone’s home and a shared community—treat it and everyone around with courtesy.
  
• Children and Safety: If your group includes minors (children under 18), they are always to be supervised by a responsible adult. Children are not allowed to be left alone in the unit or in common areas of the building at any time. For their safety, do not leave windows or balcony doors unlocked or open around small children, and ensure any age-inappropriate items (cleaning supplies, breakables) are out of reach. You must also ensure that the number of minors staying is communicated to Cloud9 (at booking time, include all infants/children in the guest count or notes). While we do not require IDs or personal details for minors, we need to know how many will be present and their ages (generally, for safety compliance and amenity setup like crib, if provided). You are responsible for the conduct of any minors in your party, and for ensuring they follow all rules (no running in hallways, no noise disturbances, etc.). Any damage caused by minors is your responsibility.
  
• Facilities and Appliances: Use all appliances, fixtures, and amenities in a reasonable and safe manner. If any appliance or amenity is not working or breaks during your stay, inform Cloud9 promptly. Do not attempt to repair anything yourself. Some properties may have specific instructions (e.g. operate HVAC, use of smart TV, etc.) which will be provided in a house manual or at check-in—please follow those guidelines to avoid damage or misuse. Certain areas or cabinets might be locked or marked “no access”; respect those spaces (they may contain owner’s personal items or maintenance supplies). Forcing open a locked area will be treated as property damage and you will be charged.
  
• Illegal Activity: No illegal substances or activities are allowed on the premises. This includes drug use, underage drinking, prostitution, weapons, or any other activities prohibited by law. If Cloud9 suspects illegal activity, it may result in immediate eviction and notification of law enforcement. You will not receive any refund if evicted for cause.
  
• Commercial Use: The Accommodation is for temporary personal lodging only. You may not use it for any commercial purpose (for example, running a business, hosting clients, or holding public events) without explicit permission. Filming for commercial purposes (movies, advertisements) or holding public-facing meetings or pop-up shops is not allowed without a separate agreement.
  
• Monitoring and Security: For safety and enforcement of these rules, be aware of the following:
  
  • Common Area Cameras: The building or Cloud9 may have security cameras in common areas (such as lobby, hallways, entrances, parking garage). These cameras may record audio/video for security of the premises. There are no cameras inside the private unit, and we respect your privacy.
    
  • Noise Monitoring Devices: The unit may be equipped with smart noise monitoring sensors. These devices measure decibel levels and environmental factors (such as humidity or occupancy indicators) but do not record audio or video. They are used to ensure compliance with noise policies and to detect possible parties or smoking (some sensors can detect cigarette smoke or vapor, and some can alert to the presence of many electronic devices which might indicate a gathering). By agreeing to this stay, you consent to the use of these non-intrusive monitoring devices in the unit. They are solely for rule enforcement and safety; they do not infringe on reasonable privacy (no personal data or conversations are recorded).
    
  • Smart Door Locks: If the property uses electronic smart locks or entry systems, these may log entry/exit times for security purposes. This data may be used to verify check-out or detect unauthorized entries.
    
  • Privacy: Cloud9 will not actively monitor your activities beyond what is necessary to ensure safety and rule compliance. We do not access the unit during your stay except as needed (and we will give notice whenever practicable, except emergencies). See also the Use of Personal Data section above and our Privacy Policy for details on data handling.
    

By agreeing to these House Rules, you accept that any violations may result in penalties, eviction, and charges as described. Cloud9’s enforcement of rules is at its discretion – a lack of immediate action for one violation does not waive our right to enforce any rule later (each incident is treated independently).

Maintenance, Access, and Emergencies

• Reporting Issues: If you notice anything broken, unsafe, or in need of maintenance at the property, please notify Cloud9 immediately. We will address urgent issues as quickly as possible. Examples of urgent issues include plumbing leaks, power loss, appliance failure, etc. Non-urgent issues (burnt-out light bulb, etc.) will be addressed in a reasonable time. Prompt reporting helps us keep the property in good condition and ensures a better stay for you and future guests.
  
• Access for Repairs: Cloud9 or its authorized service personnel may need to enter the property during your stay to perform repairs or maintenance (for example, if you report a problem or if routine servicing like pool cleaning or yard maintenance is scheduled). We will always attempt to notify you in advance and arrange a convenient time. In case of emergency (e.g., water leak, fire, or alarm), Cloud9, property staff, or emergency responders may enter without prior notice to mitigate the issue.
  
• No Unapproved Repairs: Do not perform or hire any repairs or locksmith services yourself. If you are locked out or have any maintenance need, contact Cloud9 and we will assist. Unauthorized repairs or alterations (even if well-intentioned) will be considered damage.
  
• Emergencies: For fire, medical emergency, or crime in progress, call the local emergency number immediately (911 in the U.S.). For other urgent issues related to the property (water leak, power outage, etc.), contact Cloud9’s emergency line provided in your check-in info. We have staff or contractors on call to handle emergencies. Also, please familiarize yourself with the building’s emergency exits, fire alarms/extinguishers, and any emergency procedures provided.

Amenity Availability; HVAC; Weather & Safety Closures 

• Who operates amenities. Amenities and facilities (for example: pool, hot tub, gym, sauna, rooftop, lounge, grills, parking areas, balconies/patios, and any building‑wide heating/air conditioning (“HVAC”)) are typically owned, controlled, or maintained by the building owner/HOA or third parties—not by Cloud9. Operation, cleanliness, maintenance, scheduling, rules, and safety of these amenities are outside Cloud9’s control.

• Seasonality, maintenance, and regulations. Amenity access is not guaranteed and may be limited, suspended, or unavailable at any time due to seasonal closures (e.g., pools commonly closed in winter), building maintenance or repairs, malfunctions, staffing or capacity limits, posted rules or HOA directives, permits or government regulations, health/safety orders, or other circumstances. Pool maintenance and chemical balancing are not Cloud9’s responsibility. Building‑wide HVAC may be subject to a seasonal changeover; air conditioning may be unavailable during colder months and heating may be unavailable during warmer months.

• Weather and safety restrictions. Weather (including lightning, high winds, snow/ice, extreme temperatures, or poor air quality) may limit or prevent amenity use. For safety, the building or Cloud9 may restrict or disable balcony/patio access or close other amenities at any time (for example, during high winds or while safety work is performed). Do not bypass or tamper with any lockout or closure.

• No price adjustment, credits, or relocation. Amenity availability is not a material term of this Agreement and is not included in the price of lodging. You agree that no refund, credit, price reduction, or relocation will be provided due to the unavailability, limited availability, closure, malfunction, or restriction of any amenity, including building‑wide HVAC limitations or seasonal shutdowns.

• Your compliance. You must follow all posted rules, reservation requirements, capacity/age limits, and any instructions from the building/HOA or Cloud9 regarding amenities. Failure to comply may result in loss of amenity access, fees, or termination of your stay as otherwise provided in this Agreement.

• Liability. To the maximum extent permitted by law, Cloud9 is not responsible or liable for any loss, inconvenience, or damages arising from the unavailability, limitation, or closure of any amenity (including pools, hot tubs, gyms, balconies/patios, or HVAC). This clause supplements and does not limit the Agreement’s limitation‑of‑liability provisions and any non‑waivable rights under applicable law.
  

Relocation or Unit Unavailability 

• When relocation may occur. If the originally booked unit becomes unavailable or impracticable to occupy for any part of the stay (for example: building maintenance or repairs, safety or code work, casualty, owner requirements, force majeure, or other circumstances outside Cloud9’s reasonable control), Cloud9 may relocate Guest to another unit.

• Standard of relocation. Cloud9 will use good‑faith efforts to offer a comparable unit (similar overall quality, bed count, furnishings, and reasonable proximity). Comparable does not mean identical view, layout, décor, or exact location.

• No additional compensation if accepted. If Guest accepts relocation, the original rate and terms remain in effect for the remaining stay. No additional compensation, refund, price reduction, or damages are owed for differences in layout, view, or location.

• If Guest declines relocation. If Guest declines the offered comparable unit, Guest may cancel the remaining nights and receive a pro‑rated refund of unused lodging fees. This is the sole remedy. Cloud9 will not be liable for any additional amounts, special or consequential damages, lost profits, travel or re‑booking costs.

• Procedure. Cloud9 will provide notice as soon as reasonably practicable. Guest must respond promptly (especially for imminent check‑ins). If Guest does not respond within a reasonable time, Cloud9 may treat the relocation as declined and cancel the remaining nights with a pro‑rated refund of unused lodging fees.

• Amenity closures alone. Amenity closures or building policy changes alone do not trigger relocation (see the Amenities clauses below). Relocation applies only if the unit itself is unavailable or unsafe to occupy.

Guest Liability and Indemnification

• Guest’s Responsibility: You, as the booking guest, are fully responsible and liable for all actions and omissions of yourself and any members of your party or visitors. This means if anyone in your group (or any visitor you permit on site) causes damage, breaks the rules, or harms someone, you are liable as if you personally caused it. Always supervise and oversee your group to ensure compliance with this Agreement.
  
• Assumption of Risk: You agree that your use of the Accommodation and any amenities is at your own risk. The property may have inherent features (e.g. stairs, balcony, pool, gym equipment, etc.) that carry risks if improperly used. You and your guests voluntarily assume all risks of any injuries or losses while on the property. Cloud9 and the property owner are not responsible for accidents, injuries, illness, or death that occur on the premises, provided that they are not due to gross negligence on the part of Cloud9. You agree to hold Cloud9 harmless from any such incidents.
  
• Personal Property Loss: Cloud9 is not responsible for theft, loss, or damage to your personal belongings during your stay. This includes loss or damage due to power outages, appliance failure, water damage, etc., or items left behind after check-out. Do not leave valuables unsecured in the unit; always lock the doors when you leave. If you leave any personal items after checkout, Cloud9 may, at its discretion, attempt to notify you and hold the items for a short period, but we are not obligated to store or return them. Any items left behind may be considered abandoned and discarded or donated. It is your responsibility to check the Accommodation thoroughly before departing. We strongly encourage you to obtain travel insurance or renters insurance to cover your personal property and any trip interruptions, as Cloud9 does not provide such insurance.
  
• Limited Cloud9 Liability: To the maximum extent permitted by law, Cloud9 (and its owners, affiliates, and staff) will not be liable for indirect or unforeseeable damages of any kind arising out of your stay or this Agreement. This includes no liability for any consequential or special damages such as lost profits, loss of enjoyment, relocation costs, or punitive damages. In any case, Cloud9’s total liability for any claim arising from this Agreement or your stay (whether arising in contract, tort, or otherwise) will be limited to the amount of fees you paid for your booking, or the cost of alternative accommodation for the period in question, whichever is higher. If applicable law does not allow certain exclusions or limitations of liability, Cloud9’s liability will be limited to the smallest degree allowed by law. Nothing in this Agreement is intended to limit or exclude any liability that cannot be lawfully limited, such as gross negligence or willful misconduct.
  
• Indemnification: You agree to indemnify and defend Cloud9 and the property Owner (and their respective affiliates, employees, and agents) against any claim, lawsuit, or liability arising out of or related to your use of the Accommodation or breach of this Agreement. This means if a third party (including anyone in your group or any neighbor or HOA) sues or demands compensation from Cloud9 or the Owner due to something you or your guests did (or failed to do), you will cover all costs and liabilities incurred by Cloud9 or the Owner. This includes claims for property damage, personal injury, fines, or any violation of law that you or your guests are responsible for. You will also reimburse Cloud9 for any attorney fees or costs incurred in enforcing this Agreement or defending any claim against Cloud9 caused by your actions. For example, if you throw a party and a neighbor is injured or the HOA fines the owner, and they take action against Cloud9 or the Owner, you must indemnify (pay back) Cloud9/Owner for those damages and costs. This indemnity survives the termination of this Agreement.
  
• Legal Fees for Enforcement: If Cloud9 or the Owner engages legal counsel or collection services to enforce any provision of this Agreement against you (for example, to collect payments due, recover damages, or evict you), you will be responsible for all associated costs, including reasonable attorneys’ fees. Essentially, if you force Cloud9 to take legal action due to your breach, you agree to pay the legal costs that result.
  

General Provisions

• No Tenancy Rights: This Agreement is for temporary accommodations and does not constitute a landlord-tenant relationship. You are not protected by tenant-rights laws for long-term leases. In legal terms, your stay is as a licensee and not a tenant, and you must depart when this Agreement ends. You have no property interest in the Accommodation beyond the limited stay granted.
  
• No Assignment: This Agreement (and your booking) is personal to you. You cannot assign or transfer it to anyone else, sublet the property, or allow anyone not on the reservation to take over your booking without Cloud9’s prior written consent. Any attempted assignment or subletting by you is void and a material breach. Cloud9, however, may assign this Agreement or delegate its responsibilities to an affiliate or third-party (for example, Cloud9 might have a local property manager fulfill some host duties). Such assignment by Cloud9 will not change your obligations.
  
• No Waiver: If you or Cloud9 fail to enforce any part of this Agreement at any time, it will not mean that you or Cloud9 have given up the right to do so in the future. For example, if Cloud9 doesn’t immediately charge a fee for a minor violation, Cloud9 can still enforce that fee or any other term later on. All rights and remedies remain in effect despite any delay or relaxation of enforcement in a particular instance.
  
• Severability: If any provision of this Agreement is found to be illegal or unenforceable by a court of law or other authority, the remainder of the Agreement will remain in full force and effect. The invalid part will be deemed modified to the smallest extent necessary to make it enforceable, and if it cannot be modified, it will be severed (removed) from the Agreement, with the rest of the terms remaining valid.
  
• Entire Agreement: This Agreement, along with Cloud9’s House Rules and any applicable booking confirmation details and Cloud9’s published policies (e.g. cancellation policy, Privacy Policy, and any “Guest Services Agreement” if provided separately), constitute the entire agreement between you and Cloud9 regarding your accommodation. It supersedes all prior discussions, communications, and agreements (if any) between you and Cloud9 or the Owner regarding the booking. No oral promises or representations not included in this written Agreement are binding. Any changes to this Agreement must be made in writing and agreed by Cloud9.
  
• Force Majeure: Cloud9 shall not be liable for any failure or delay in performing its obligations (and is not considered in breach of this Agreement) if that failure/delay is due to causes beyond its reasonable control. This includes, but is not limited to: natural disasters, acts of God, war, terrorism, civil disturbances, governmental restrictions, strikes or labor disputes, utility outages, epidemic/pandemic, or severe weather. If such an event makes the Accommodation unavailable or uninhabitable, Cloud9 will notify you as soon as possible and may cancel the booking with a refund for unused nights or offer to reschedule – but will not be liable for additional compensation.
  
• Governing Law: This Agreement is governed by the laws of the State of Illinois, USA, to the extent those laws are applicable to a short-term accommodation contract. If the Accommodation is located outside of Illinois, or if Illinois law is not applicable to certain issues, then the laws of the jurisdiction where the Accommodation is located shall apply for those issues, provided that no matter what, any local consumer protection or safety laws that cannot be waived will take precedence where applicable. In essence, we choose Illinois law as the default governing law, but we do not override any mandatory protections of the law of the place where the property is located if those apply.
  
• Dispute Resolution and Jurisdiction: In the event of any dispute or claim arising from this Agreement or your stay:
  
  • We encourage you to contact Cloud9 first to attempt to resolve the issue amicably.
    
  • Subject to any jurisdictional requirements (for example, certain disputes might be required by local law to be handled in the location of the property), you agree that any litigation shall be brought in a court of competent jurisdiction in the State of Illinois. Illinois courts (state or federal) shall have jurisdiction in such cases, unless Cloud9, at its sole option, elects an alternate venue more appropriate to the dispute.
    
  • You and Cloud9 agree to submit to the personal jurisdiction of Illinois courts for resolving disputes, except that if a dispute is under the exclusive jurisdiction of the courts where the property is located (such as certain local housing disputes), then those local courts may be used. This clause is subject to applicable law and is not intended to deprive any party of any mandatory protections of local law.
    
  • Each party will bear its own legal fees in any dispute, except as otherwise provided in this Agreement regarding indemnification and recovery of enforcement costs.
    
• No Third-Party Rights: This Agreement is between you and Cloud9. Apart from Cloud9’s affiliates or partners (and the property Owner where Cloud9 is acting on an Owner’s behalf) who are protected by certain provisions (e.g. liability waivers and indemnifications for the benefit of Cloud9’s “Third Party Suppliers” or the Owner), no other person has rights to enforce any term of this Agreement. Any services provided by third parties (cleaners, etc.) do not create a contractual relationship between you and those parties.
  
• Contact Information: For any questions or urgent concerns during your stay, you can reach Cloud9’s support at help@thecloud9team.com. This email is constantly monitored for guest support. Additional contact numbers or messaging contacts (if available) will be provided in your check-in instructions. Please do not hesitate to contact us if you need any assistance or if an issue arises – we want to ensure you have a safe and enjoyable stay.
  

Acceptance: You acknowledge that you have carefully read and understand this entire Agreement. By clicking “I Agree” (or a similar button) during booking or by signing this Agreement (electronically or in print), you are officially agreeing to all the above terms and conditions. This Agreement becomes effective and binding as of the moment of your acceptance, and it will remain in effect for the duration of your stay and until all obligations hereunder are fulfilled.