Guest SMS Messaging Terms & Consent

This page describes the guest text messaging (SMS) program operated by Cozy Home LLC (“we,” “us,” or “our”). This SMS program is used solely to send transactional reservation-related messages to confirmed guests of Cozy Home LLC short-term vacation rental properties.

Scope: This program covers messages to guests with confirmed reservations. It does not include marketing, promotional, or advertising messages of any kind. Operational coordination with our cleaners, maintenance contractors, property managers, building owners, HOAs, and other service providers is handled by a separate SMS program described at staycozyhome.com/sms-consent.html; the two programs use different phone numbers and different opt-in mechanisms.

About our guest SMS program

Cozy Home LLC uses SMS to deliver transactional, reservation-tied information to guests who have booked a stay with us. Each message includes a link to the guest’s in-stay app, which covers the rental agreement, check-in / checkout information, local recommendations, and a way to request support. Guests may also text back to the same number at any time during their reservation; an AI assistant replies and escalates non-routine matters to a human host. We send only transactional, reservation-tied messages. We do not send marketing, promotional, or advertising text messages of any kind through this program.

Who receives messages

Only guests who have a confirmed reservation at a Cozy Home LLC property and who have provided a mobile phone number in connection with that reservation will receive messages from this program. We do not text prospective guests, inquiry-only contacts, prior guests outside the window of an active reservation, or anyone who has opted out.

How guests opt in

Guests opt in to the guest SMS program by booking a stay at a Cozy Home LLC property and providing a mobile phone number in the course of that booking. The fact that we send SMS for reservation-related matters is disclosed to guests in three places before any SMS is sent:

1. In every listing on the booking platforms we use (Airbnb, Vrbo, our own direct-booking site, and similar). The listing disclosure explains that confirmed guests who provide a mobile phone number will receive transactional reservation SMS, that message and data rates may apply, and that recipients can reply STOP at any time to opt out and HELP for help.
2. In the welcome message we send via the booking platform’s native messaging channel (Airbnb, Vrbo, Guesty inbox, etc.) after a reservation is confirmed, which restates the SMS disclosure and the STOP/HELP keywords.
3. In the first SMS itself, which identifies Cozy Home LLC by name, ties the message to the recipient’s specific reservation, and includes the STOP/HELP keywords and the “Msg & data rates may apply” disclosure.

Providing a phone number is not a condition of booking with Cozy Home LLC. Guests who prefer not to receive SMS can simply not provide a mobile phone number, can reply STOP to any message to opt out, or can ask us to communicate through the booking platform’s native messaging channel or by email instead.

Types of messages

Guests will receive transactional, reservation-tied messages such as:

• Booking confirmation — shortly after a reservation is confirmed: a welcome message with a link to the guest’s in-stay app, where guests can review and sign their rental agreement, see check-in / checkout information, browse local recommendations, and reach support.
• Pre-arrival reminder — approximately one to three days before check-in: a reminder with the in-stay app link so the guest has check-in details, door codes, Wi-Fi, parking, and local tips at hand.
• Checkout reminder and instructions — the day before checkout: checkout time, basic checkout tasks, and a link for late-checkout requests.
• Urgent reservation matters — only when time-sensitive: changes to access codes, alerts about building-level issues affecting the stay (fire-alarm tests, water shutoffs, etc.), and similar.
• Replies to guest-initiated messages — guests may text the same number at any time during their reservation. An AI assistant replies and escalates non-routine matters to a human host. Reply frequency depends on how often the guest texts in.

Message frequency

Frequency varies by stay length and how often the guest texts in with questions. A short stay with no inbound questions typically receives a handful of messages (booking confirmation, pre-arrival reminder, checkout reminder, plus any urgent matters); longer stays or stays where the guest has questions can receive more. We do not send marketing messages, and guests can reply STOP at any time to opt out.

Sample messages

Cozy Home: Thanks for booking! Open your guest app to sign your rental agreement, view check-in details, and explore local tips: https://staycozyhome.com/stay?t=XXXX. Reply HELP for help, STOP to opt out. Msg & data rates may apply.

Cozy Home: Your stay at Cozy Home Carlsbad starts soon. Open your guest app for the door code, Wi-Fi, parking, and local tips: https://staycozyhome.com/stay?t=XXXX. Reply HELP for help, STOP to opt out. Msg & data rates may apply.

Cozy Home: Checkout tomorrow by 11am. A few quick tasks before you go: https://staycozyhome.com/stay?t=XXXX#checkout. Reply HELP for help, STOP to opt out.

Standard disclosures

Message and data rates may apply. Your mobile carrier may charge for sending and receiving text messages depending on your plan.

Message frequency varies by reservation length and by how often the guest texts in with questions, but is typically two to four messages per stay.

Reply STOP to any message to unsubscribe from the guest SMS program at any time. You will receive a final confirmation of your opt-out and no further SMS will be sent for the remainder of your stay (we will continue to be reachable through the booking platform’s native messaging channel and by email). Reply HELP to any message to receive help, or contact us directly using the information below.

Carriers

Cozy Home LLC is not liable for delayed or undelivered messages. Carriers, including but not limited to AT&T, Verizon, T-Mobile, and their affiliates, are not liable for delayed or undelivered messages.

Privacy & how we handle your information

We take privacy seriously. With respect to mobile phone numbers and SMS opt-in information we collect from guests:

• We use phone numbers solely to send the transactional reservation messages described above.
• We do not sell, rent, or share mobile phone numbers or SMS opt-in information with any third parties or affiliates for their marketing or promotional purposes.
• We may share phone numbers only with service providers that help us operate our SMS program (for example, our SMS delivery provider, Twilio), and only to the extent necessary to deliver the messages we’ve described.
• SMS consent and opt-in data are not shared with third parties for any purpose other than operating this messaging program.

For our complete privacy practices, please see our Privacy Policy.

Changes to these terms

We may update these SMS terms from time to time. The “Last updated” date at the top of this page will reflect the most recent revision.

Contact us

Cozy Home LLC
Email: support@staycozyhome.com
Phone: (808) 280-0423
Mailing address: 4190 Datcho Drive, San Diego, CA 92117