In short-term rentals, any potential damage is handled in accordance with the security deposit policy defined by the homeowner.
Homeowners may choose to rent their property with or without a security deposit. This preference is clearly defined during the contract and listing stages. For stays that include a deposit, potential damages are primarily evaluated within the scope of the deposit.
If damage is identified after the stay, the condition is documented with photographs and/or videos. When necessary, opinions from technical services or suppliers may be obtained to assess whether the damage resulted from normal use or misuse.
In the event of damage, Kozy Holiday acts as a neutral and professional intermediary (arbiter). Damage reports submitted by the homeowner are reviewed, the guest’s explanation is obtained, and all visual records and supporting documents are evaluated. The nature of the damage and responsibility are analyzed objectively, with the aim of resolving the matter fairly through mutual communication.
If the damage is determined to be caused by the guest, the collection process is carried out through the security deposit (if applicable). In cases where no deposit exists, a solution-oriented mutual agreement process is pursued between the parties.
Kozy Holiday manages the process in line with legal requirements and professional hospitality standards, safeguarding the rights of both parties. In the event of unresolved disputes, both parties retain the right to apply to the relevant legal authorities.
If a technical malfunction occurs during the stay, the process is handled in a planned and structured manner.
First, the issue is reported to the homeowner. A solution is planned based on the homeowner’s guidance. If deemed necessary, Kozy Holiday becomes involved and organizes technical support.
Responsibility is assessed as follows:
Technical issues not related to guest usage are considered the responsibility of the homeowner
Issues caused by misuse or negligence are considered the responsibility of the guest, and the related costs are charged to the guest
Kozy Holiday ensures that the process is properly documented, necessary technical evaluations are conducted, and communication between all parties is managed professionally.
If a key is lost during the stay, the situation is managed with property security as the top priority.
If required, the lock may be replaced. Any costs resulting from the lost key (such as key duplication or lock replacement) are charged to the guest.
Kozy Holiday documents the incident, facilitates communication between the parties, and ensures that all costs are properly documented and the process is handled professionally and transparently.
The goal is to protect the property and manage the situation in a fast, clear, and solution-oriented manner.
If the property is left beyond normal usage standards after the stay, the situation is documented.
If the condition exceeds standard cleaning requirements:
The condition is documented with photos and/or videos
Additional cleaning services are arranged if necessary
The extra cleaning costs are charged to the guest
Home insurance is not legally mandatory; however, it is strongly recommended.
Compulsory Earthquake Insurance (DASK) is legally required in Türkiye. In addition, homeowners are advised to obtain a home insurance policy that covers third-party liability and clearly states that the property is used for short-term rental purposes.
Such insurance provides protection against potential damages and liability claims.
The use of security cameras for safety purposes is permitted; however, guest privacy and personal data protection regulations (KVKK) must be strictly observed.
Camera placement must be limited to common areas only, and guests must be clearly and transparently informed in advance about the presence of cameras.