Resources


Find all your the information on our resource section.



How can I travel safely during COVID-19?

As COVID 19 quarantine rules are rapidly changing, you can refer the website to see the travel restrictions in Sydney.

You can follow health and safety information from health officials or view the Australia Travel advisories website.



How do I cancel a booking and receive a refund?

You can cancel the booking by sending an email to Julian at julian@cocoonluxuryproperties.com or call us at 0407 008 176.


You will be refunded based on our cancellation policy. Refunds will take up to 5 working days to reflect to your account.



When will I receive back the bond amount?

The bond amount will be refunded by 10 business days to your bank account. If there are any deductions towards damages you will be notified immediately by email.



What is Cocoon Luxury Properties’s Cancellation Policy

Stay can be postponed conditioned to the owner approval.



How do I verify my identity on Cocoon?

You can tell us more about yourself, occupation details and send a copy of government id or passport to manish@cocoonluxuryproperties.com



How do I find the number of guests allowed at the villa?

The number of guests allowed at the villa will be mentioned at the beginning of the description on the villa page.



Who do I contact for questions during my stay?

We send you the host’s name and contact one week prior to your booking date. The host will be notified of your arrival and may be physically present or arrange for someone to be at the place.

You can email Julian at julian@cocoonluxuryproperties.com or call us at 0407 008 176.



What is the fees do you charge?

Each villa charges a cleaning fee which is exclusive of the rental amount.



How do I contact my host at the villa?

We send you the host’s name and contact once booking is accepted and notify you one week prior to your booking date. The host will be notified of your arrival and may be physically present or arrange for someone to be at the place.

You can email Julia at julian@cocoonluxuryproperties.com or call us at 0407 008 176.



How do I pay for my property damages?

Every villa owner collects a security deposit or bond amount to insure against damages at the villa post your stay. Accidents are bound to happen but if the host finds there is party in the house or damages due to carelessness they will send you photos of the damages and deduct from the damage deposit collected.



How to submit a property review?

You can submit your review on the villa page by scrolling to the bottom of the page.



How to submit a property complaint?

You can email Julian at julian@cocoonluxuryproperties.com or call us at 0407 008 176.



Can you edit my review?

You can email Manish at manish@cocoonluxuryproperties.com to edit the review and by submitting the review again. The old one will be replaced with the new one.



Payment

How do I pay securely for a holiday rental villa?

You can pay with a credit card on travelpay which is one of the secure way to book a holiday rental.

You can pay via PayPal. Once your booking request is approved you will receive a PayPal invoice to your email address.

Otherwise, pay by bank wire transfer to our company account.

Once, payment is confirmed we will send you a receipt to confirm your booking.



What can I do if the property is not correctly described?

You should first contact your host to make them aware of your concerns. Any complaints can be resolved with the owner / host.

You can submit a review which will be shown to other guests if the villa is in poor condition or does not match the description mentioned in the villa description.



How do I identify if your website is trust worthy?

The locked symbol represents the website has an SSL certificate and is secure to accept credit card transactions. SSL is now made mandatory for secure websites.

The url starts with a https:// which indicates your data is transmitted in a secure manner.

Cocoon Luxury Properties does not ask for a PIN number.

You can read the privacy policy which makes the website legitimate.



You may contact us on the website, and will get a response within 48 hours to answer any queries.