Question 1

How do I book a CozeStay apartment?

Accepted Answer

You can browse all available properties and book directly on our website. Select your dates and complete payment through our secure booking system powered by Hospitable. You'll receive a confirmation email with all the details.

Question 2

What forms of payment do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express, Discover) through our secure payment processor. Payment is collected at the time of booking.

Question 3

Can I modify or cancel my reservation?

Accepted Answer

Yes — cancellation policies vary by property and rate type. Your confirmation email will include the specific cancellation terms for your booking. Contact us as soon as possible if you need to make changes.

Question 4

Why is booking direct better than using Airbnb or VRBO?

Accepted Answer

When you book direct, you skip the platform service fees that Airbnb and VRBO charge guests. You get the same (or better) apartment at a lower total price, plus direct communication with our team.

Question 5

Do you offer long-term or monthly rates?

Accepted Answer

Yes. For stays of 30 days or longer, we offer discounted monthly rates. Contact us at support@cozestay.com or call (385) 462-6669 for custom pricing on extended stays.

Question 6

What are your check-in and check-out times?

Accepted Answer

Standard check-in is at 4:00 PM and check-out is at 11:00 AM. Early check-in or late check-out may be available depending on the schedule — contact us to request.

Question 7

How do I check in online?

Accepted Answer

Visit app.suiteop.com/reservation and enter your reservation confirmation code and check-in date. You'll complete identity verification, sign the rental agreement, and receive your access code and building instructions — all before you arrive.

Question 8

How do I access the apartment?

Accepted Answer

All of our apartments use smart locks (Schlage or Wyze). You'll receive a unique access code after completing online check-in — no physical keys to worry about picking up or returning. We'll send detailed access instructions including building entry and parking info.

Question 9

Will I receive access instructions before arrival?

Accepted Answer

Yes. Once you complete your online check-in through SuiteOP, you'll receive your unique door code, building access details, parking information, WiFi credentials, and local tips — all in one place.

Question 10

Can I request early check-in or late check-out?

Accepted Answer

We accommodate early check-in and late check-out when possible, subject to the cleaning schedule. Contact us at least 24 hours in advance and we'll do our best to make it work.

Question 11

Why is a background check required?

Accepted Answer

We run background checks on all primary guests to ensure the safety and security of our properties, neighbors, and community. This is standard practice in professional hospitality and protects everyone involved. Our screening process is handled by Autohost, an industry leader in guest verification. The vast majority of guests pass instantly.

Question 12

Why do I need to verify my identity with a photo ID?

Accepted Answer

Identity verification ensures the person booking is who they say they are — it protects you and us. We use a secure verification system that asks for a government-issued photo ID. Your information is encrypted, stored securely, and never shared with third parties.

Question 13

What is SuiteOP and why do you use it?

Accepted Answer

SuiteOP is our property operations platform that automates check-in processes and ensures every stay runs smoothly. It enables features like automated access codes, pre-arrival verification workflows, and post-confirmation protocols that help guarantee guests respect house rules and the community.

Question 14

What safety measures are in place at CozeStay properties?

Accepted Answer

Every CozeStay apartment includes: a door cam at the front entrance (exterior only — never inside the unit), a noise monitor to ensure respectful volume levels, and smart locks for secure keyless access. We also require all guests to sign our rental agreement, which includes community conduct expectations.

Question 15

Do you have noise monitoring?

Accepted Answer

Yes. Each unit has a noise monitor that detects volume levels (not audio content — it measures decibels, not conversations). If noise exceeds community-appropriate levels, our system alerts us so we can address it quickly. This protects our neighbors and ensures a peaceful environment for everyone.

Question 16

How do I contact support during my stay?

Accepted Answer

You can reach us anytime via text or call at (385) 462-6669, or email support@cozestay.com. We respond quickly — most issues are addressed same-day.

Question 17

How do I report a maintenance issue?

Accepted Answer

Text or call us at (385) 462-6669 with a description of the issue. For non-urgent items, email works too. We handle all minor maintenance and repairs — you don't need to contact the building directly.

Question 18

Is there daily housekeeping?

Accepted Answer

Our apartments are professionally cleaned before every check-in. For stays longer than 7 days, we can arrange mid-stay cleaning. Daily housekeeping is not included, but the apartment comes equipped with all cleaning supplies you'd need.

Question 19

Can I receive packages at the apartment?

Accepted Answer

We're unable to accept deliveries at our apartments. If you need to receive packages during your stay, we recommend using Amazon Locker, UPS Access Points, or other neighborhood drop-off services offered by most online retailers. These are typically available within a short walk of our properties.

Question 20

Is parking available?

Accepted Answer

Parking varies by property. Some apartments include parking, others have nearby paid options. Your check-in instructions will include specific parking details for your unit. Contact us before arrival if you need help arranging parking.

Question 21

What's included in the apartment?

Accepted Answer

Every CozeStay apartment comes with: high-speed WiFi, a fully equipped kitchen (pots, pans, utensils, coffee maker, plates, glasses), fresh linens and towels, hair dryer, iron and ironing board, laundry access (in-unit or on-site), TV with streaming capability, basic toiletries (shampoo, conditioner, body wash), and all cleaning supplies.

Question 22

How do I connect to WiFi?

Accepted Answer

WiFi network name and password are included in your check-in instructions. All of our apartments have high-speed internet suitable for video calls and remote work.

Question 23

Is there a washer and dryer?

Accepted Answer

All of our apartments have laundry access — either in-unit washer/dryer or on-site laundry facilities in the building. Laundry detergent is provided.

Question 24

Do you provide toiletries?

Accepted Answer

We provide basic toiletries including shampoo, conditioner, and body wash. If you have specific preferences, we recommend bringing your own. We also provide hand soap, dish soap, and paper products.

Question 25

Can I stream my own Netflix/Hulu account?

Accepted Answer

Yes. Our TVs have streaming capability. You can log into your own Netflix, Hulu, Disney+, or other streaming accounts. Just remember to log out when you leave.

Question 26

What is your cancellation policy?

Accepted Answer

Cancellation policies vary by property and booking type. Your confirmation email will include the specific terms for your reservation. Contact us directly if you need to make changes or have questions about your booking.

Question 27

Are pets allowed?

Accepted Answer

Pet policies vary by property and building. Some of our apartments are in pet-friendly buildings, while others are not. Contact us before booking if you plan to bring a pet.

Question 28

Is smoking allowed?

Accepted Answer

No. All CozeStay apartments are strictly non-smoking. This includes cigarettes, vaporizers, and any other smoking devices. Violation of this policy will result in a cleaning fee.

Question 29

What are your house rules?

Accepted Answer

Our house rules are designed to be straightforward: no smoking, respect quiet hours (10pm-8am), no unauthorized guests beyond your registered party, and treat the space and community with care. Full house rules are provided in your booking confirmation and rental agreement.

Question 30

What happens if something is damaged?

Accepted Answer

Accidents happen — we understand. If something breaks or is damaged during your stay, let us know immediately. Normal wear and tear is expected. Significant damage beyond normal use may result in a charge to the payment method on file, per the terms of your rental agreement.

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