Booking Policy

Effective: July 21, 2026 · Last Updated: July 21, 2026

1. How Booking Works

Stay Utah is a technology platform that connects you with independent management companies and hosts (“Hosts”). When you book, you enter a direct agreement with the Host, who is responsible for the property and your stay. Stay Utah facilitates the booking and payment; it does not own, operate, or manage the property and is not the merchant of record. The Host may require you to accept additional documents (a rental agreement, house rules, waivers, or ID/age verification) before or during your stay.

2. Payment & Fees

Prices and required fees are displayed before you confirm. The accommodation price and any Host charges (such as cleaning, taxes, pet fees, or property-specific costs) are set and charged by the Host. Stay Utah charges a 6% Service Fee for use of the Platform, shown at checkout; it is a fee for using our booking technology, not part of the accommodation price.

Payment options available for a given property (for example, pay in full, or a deposit with the balance due before arrival) appear at checkout where the Host offers them. Not all properties offer all options. Discounts and promotions apply only when entered at checkout, are subject to their stated terms, cannot be applied retroactively or to cancelled-and-rebooked stays, and have no cash value.

Payments are handled through our third-party payment processor and routed to the Host. Stay Utah does not act as a bank, escrow agent, or money transmitter and does not hold guest funds as the merchant of your stay.

3. Installment Payments, Balances & Security Deposits

Some bookings are paid in parts (for example, a deposit at booking with the balance due before arrival), and some properties require a refundable security deposit or hold. When a scheduled payment, balance, or security deposit is due, it is charged to the payment method on file.

If a charge does not go through, we’ll let you know and give you a chance to fix it — you can add or update a card and we’ll try again. It’s your responsibility to keep a valid payment method on file and to watch for notices about your booking at the email address you provided, including any due dates. We’ll make reasonable attempts to reach you and to collect the amount due before taking any further step.

If a required balance still can’t be collected after we’ve reached out, the reservation may be cancelled, and amounts already paid may be non-refundable to the extent the Host’s cancellation policy would treat the booking as a late cancellation. If a required security deposit can’t be collected, the Host may decline to allow check-in or may cancel the reservation after attempting to resolve it with you; in that case refunds follow the Host’s cancellation policy. Stay Utah refunds its Service Fee in proportion to any refund of the underlying booking, as described in Section 7.

We’d always rather help you keep your trip — reach out to us and we’ll do what we reasonably can.

4. Listing Accuracy & Updates

Hosts are responsible for the accuracy of their listings, including descriptions, photos, amenities, availability, rates, fees, and policies, and may update them at any time. If a pricing, availability, or listing error is identified, the Host or Stay Utah may correct it and, where necessary, cancel or modify an affected reservation; in that case you will be notified promptly. The Host issues any refund of the accommodation and Host charges, and Stay Utah refunds its Service Fee. Inclusion of a property on the Platform does not guarantee continued availability at any specific dates, rates, or terms.

5. System Errors & Booking Changes

We work to keep pricing, availability, and booking information accurate, but errors and technical issues can happen — including obvious pricing mistakes, availability that didn’t sync correctly, duplicate or double-bookings caused by connected systems, or a property becoming unavailable. If something like this affects your booking, we’ll reach out and try, together with the Host, to make it right — for example by confirming the correct details, honoring a reasonable price where we can, offering alternatives, or correcting the reservation.

If we can’t reasonably resolve the issue, the Host or Stay Utah reserves the right to cancel the affected reservation. If a correction means an amount was undercharged due to an error, we’ll contact you before charging any difference, and you’re free to decline and cancel instead. Where a booking is cancelled for one of these reasons, you’ll receive a refund of amounts paid for the cancelled portion under the Host’s policy, and Stay Utah refunds its Service Fee. We’re not responsible for errors or downtime in third-party or Host systems, but we’ll always try to help find a reasonable path forward.

6. Maximum Occupancy & Guest Limits

Each property has a maximum occupancy shown on its listing. You must not exceed it (including overnight guests and visitors) without the Host’s prior written approval. Violations may result in cancellation, removal from the property, and forfeiture of remaining nights and fees, per the Host’s policy and any rental agreement you accepted.

7. Cancellations & Refunds

24-hour grace. Hosts listing on the Platform commit to honoring a 24-hour grace period: unless a stricter requirement applies by law, you may cancel within 24 hours of booking for a full refund of amounts paid, provided check-in is more than 48 hours away when you cancel. The Host issues the refund of the accommodation and Host charges; Stay Utah refunds its Service Fee.

After the grace period, cancellations and refunds for the accommodation are governed by the Host’s cancellation policy, which is disclosed before you book and in any Host agreement you accept. The Host issues accommodation refunds.

Stay Utah’s Service Fee is Stay Utah’s own charge. Stay Utah refunds it to you in the same proportion as any refund of the underlying booking under the Host’s policy (including a Host cancellation), and refunds it where applicable law requires the Service Fee to be refunded. The Service Fee is not refunded where you are removed for cause (see below). Stay Utah does not refund the accommodation or Host charges, because those funds belong to the Host, who is the merchant of record and issues those refunds under the Host’s policy.

Goodwill. Stay Utah may, at its sole discretion and where the Host has authorized it, issue a small goodwill credit or refund to help resolve a service issue. Doing so does not make Stay Utah responsible for the Host’s obligations.

Major disruptions. Rare large-scale events outside anyone’s control (such as natural disasters, declared emergencies, government travel restrictions, or public-health emergencies) fall outside standard cancellation policies and do not automatically qualify for refunds. The Host will consider these individually. We recommend travel insurance.

Removal for conduct violations. If you abuse or damage a property, mistreat a Host or neighbors, or violate our Community Standards, Good Neighbor Policy, or a Host’s house rules, then depending on the severity you may be removed from the property and from the Platform, and your current and upcoming reservations may be cancelled. In cases of removal for cause, the fees you paid to Stay Utah, including the Service Fee, are non-refundable, and Stay Utah does not owe you a refund. Any refund of the accommodation itself is up to the Host and is handled directly between you and the Host under the Host’s policy and rental agreement, outside the Platform; Host charges and Host-set fees are not refunded by Stay Utah in any case. At our sole discretion we may offer a credit toward a future booking, which has no cash value, is non-transferable, and expires as stated when issued; we are not obligated to offer one. Removal for cause does not limit any other remedy available to the Host or to Stay Utah.

8. Check-In, Check-Out & Property Access

Check-in and check-out times, access instructions, and any early/late options are set by the Host and shown in your booking details. Follow the times listed for your property. Stay Utah is not responsible for lost, delayed, or damaged packages or for personal items left behind; recovery and any return shipping are arranged with the Host and are not guaranteed.

9. Service Issues During Your Stay

If something essential isn’t working (such as entry access, power, water, heating/cooling, or Wi-Fi), contact the Host promptly; the Host is responsible for addressing the issue and for any refund, credit, or alternate accommodation. Stay Utah can help facilitate communication but is not responsible for the property’s condition or the Host’s remedies. (See our Terms of Service for technical-error and limitation-of-liability terms.)

10. Guest Conduct & Property Care

Pet, child-safety, age, and accessibility rules vary by property and are set by the Host on the listing. You are responsible for reviewing them, supervising your party, and leaving the property as you found it. Damage beyond normal wear and tear may be charged by the Host under the Host’s policy and any rental agreement you accepted. Please also follow our Good Neighbor Policy and Community Standards.

Contact

Stay At, LLC DBA Stay Utah · PO Box 512, Toquerville, UT 84774 · legal@stayutah.com · concierge@stayutah.com (or support@cohosting.com)