Legal

Guest Agreement

Version 2026-10-21 · in force from 21 October 2026

Important. When you book a Pentice home and accept these terms (for example, by ticking the box at checkout or on the registration form), you agree to this Guest Agreement. It is a legally binding contract that affects your rights. Please read it carefully.

1. About this agreement

Who we are. “Pentice”, “we”, and “us” mean the companies that operate the Pentice brand: The Cloud9 Dominus Company, The Cloud9 Windy City LLC, and any of their current or future affiliates or subsidiaries. Pentice runs a direct booking service for professionally managed short-term stays, including homes in Chicago, Illinois. When you book through pentice.com (“the Service”), you book directly with us. There is no third-party platform between you and your host.

Who you are. “Guest” or “you” means the person named on the booking and every member of the travel party. “Home” means the rental property in your booking. All amounts are in United States dollars (USD), or the equivalent in local currency where that applies.

This is not a lease. This agreement is not a lease or a residential tenancy. It gives you no property or tenancy rights. It gives you a limited, non-exclusive license to occupy the home for your confirmed stay (the “stay period”). You are not a tenant. You must leave at the end of the stay period, with no right to renew or extend. If you break this agreement or the house rules, we may end your stay at once and remove you from the home without a refund.

Bookings made through another platform. If you booked through a third-party platform (such as Airbnb or Vrbo) or an agency, this agreement still applies, in addition to that platform’s policies. The platform’s policies govern how you book and pay. This agreement governs how you occupy and behave in the home. You must follow both. Where they set different standards of conduct or different penalties, the stricter one applies.

2. Booking and payment

Price. Prices on stay pages are indicative nightly rates. The binding price is the itemized quote shown at checkout. We make it live for your exact dates and party size.
When a booking is confirmed. A booking is confirmed only after you accept this agreement and receive a written confirmation from us, with a confirmation code, by email or platform message. Until then, we have no duty to provide the home and no binding contract exists. If you do not accept these terms, we cannot complete your booking.
Held bookings. Some bookings are held for a short host review before we confirm them. We do not charge a held booking unless and until we approve it. If we decline it, we make no charge.
Payment authorization. When you confirm a booking, you authorize us (through our property-management and payment providers) to charge your card the amounts, and on the schedule, shown at checkout. This includes the stay, cleaning fees, security deposit, taxes, and service fees. You also agree that we may collect other charges described in this agreement (such as damages or penalties) from the payment method on file.
Card security. Our payment processor (Stripe) collects your card details in your browser. Card numbers never reach Pentice servers.
Date changes. Date changes depend on availability and may change the price of your stay.

3. Cancellations

If you cancel. Your booking follows the cancellation policy shown when you booked, on our Cancellation Policy page, at checkout, or on the platform you booked through. This includes any non-refundable periods or fees. If you cancel, or are treated as having cancelled because you did not meet a requirement of this agreement, that policy sets any refund.

Exceptional events. In rare cases of extreme events you cannot control (such as a natural disaster or serious illness), we may, at our sole discretion, give a full or partial refund outside the normal policy. We decide each case on its own. Such refunds are not guaranteed.

If we cancel. We will not cancel a confirmed booking except in extenuating circumstances, such as emergency maintenance that makes the home unfit to live in. If we must cancel, we will try to arrange a suitable other home for you. If none is available, you get a full refund of what you paid. We and our partners owe no other compensation beyond that refund.

4. Guest registration and verification

After you book, you must complete our guest registration and verification before check-in. This is required for security and insurance.

Who may book. The guest who books must be at least 21 years old, give accurate information, and stay in the home for the whole stay.
Security deposit hold. You must approve a pre-authorization hold on a valid credit or debit card for a refundable security deposit. See section 5 for how the hold works.
Government-issued ID. You must send a clear copy of a government-issued photo ID for each adult (18 or older) who will stay. Only guests who send ID are registered and allowed in the home. For U.S. guests, this may be a valid, unexpired driver’s license, state ID, or passport. For guests from outside the U.S., a valid passport is required. We do not accept foreign national ID cards. We may ask every adult in the group for ID, not only the person who booked.
Payment card check. To prevent fraud, we may ask for a copy or image of the card used for the booking or the deposit hold. The name on the card should match the guest who booked. If you use a company or third-party card (for example, for business travel), you must have permission to use it, and we may ask for proof of the cardholder’s approval.
Contact details. You must give a valid phone number and email address for the guest who booked. We may share these with building management or security if they need them for access.
Identity check. We may ask for more steps to confirm who you are, such as a selfie, a live identity check that matches your ID, or verification questions. We use this data only to confirm identity and keep everyone safe.
Background check. We may run a background check on the guest who booked and on any adult in the booking, especially for last-minute or high-value bookings, or where the property’s management requires it. This may include public records, criminal databases, sex offender registries, and other legal sources. By accepting this agreement, you consent to these checks. We use third-party services for them. To prevent misuse, we do not disclose which services or methods we use, and they may change. If a check returns concerning information (such as a sex offender registry match or certain criminal convictions), we may cancel your booking under our cancellation policy. We treat this as a guest cancellation for giving false or unsafe information.
Deadline. You must finish every registration step at least 48 hours before your check-in time. If you do not, we may, at our sole discretion: (a) extend the deadline if you pay a $100 late registration fee, or (b) cancel the booking under our cancellation policy. If you arrive without finishing registration, you cannot check in. We treat this as a guest cancellation under the cancellation policy.

5. Fees, security deposit, and card authorization

5.1 Stay fees

You agree to pay all rent, fees, taxes, and charges for the home shown at booking, in full and without set-off or counterclaim. In most cases, the total (rent, cleaning fee, and taxes) is paid when you book, or on the schedule of the platform you booked through.

5.2 Taxes

We collect and pay any required taxes (such as hotel, occupancy, or sales taxes) for your booking. They are either included in your total or listed on their own, as local law requires.

5.3 Security deposit

Every booking needs a refundable security deposit to cover possible damage or fines. We may handle it as a hold on your card instead of a charge. By booking, you agree to these terms:

When we place the hold. We normally place the hold up to 7 days before check-in, or at once if check-in is less than 7 days after you book. We may also run an earlier test authorization or charge to check your card, especially for bookings made far ahead, high-value bookings, or at our discretion. We void or refund any test charge promptly. It only confirms that your card has enough funds, and it usually shows as a pending charge that then drops off.
Charges without more consent. By accepting this agreement, you agree that we may pre-authorize or charge your card up to the full deposit amount, and any fees that apply under this agreement, without asking you again.
During your stay. The hold usually lasts for your stay and a short time after check-out. We may renew or extend the hold if you extend your stay or if a post-stay inspection is still open.
After your stay. If no damage, loss, or rule breach is found after you check out, we release the hold or refund any deposit we collected within a reasonable time. We usually do this within 7 business days after your stay ends. When the funds show in your account depends on your bank or card issuer.

5.4 Damage assessment and administrative costs

We document any damage with photos and get repair or replacement estimates from qualified vendors. You will be charged: (a) the actual cost of repair or replacement, as invoiced by the vendor, and (b) reasonable administrative costs for arranging the repair. The administrative cost is never more than 20% of the total repair cost or $200, whichever is less. This is a reasonable estimate of our actual administrative work, based on past staff time needed to handle damage.

If you booked through a platform with its own resolution center (such as Airbnb), we may first try to recover damages through that process. If that fails or does not cover the full cost, you authorize us to charge your card directly up to the deposit amount, and to bill you for any remaining amount.

Damage claims. We will tell you about any claim against your deposit, usually within a few days of check-out. Where possible, we will send photos or documents of the damage. You can respond or dispute the claim before we finalize a charge. This does not apply to clear rule breaches with fixed fees in this agreement (such as smoking fines or missing items). Our assessment of damages and costs is final, and you agree that we may charge your card for them as set out here. You may not shop for or demand cheaper repair or replacement options. We or the owner arrange repairs at our discretion, and you pay the costs.

5.5 Name on the card

The card used for the deposit hold should belong to the guest who booked and is responsible for the booking. If you must use a card in another name (such as a company card for a business trip), you must tell us and make sure it is authorized. We may ask for documents that show you have permission to use it.

5.6 Card authorization

By accepting this agreement, you irrevocably authorize us to charge the card you provided for all amounts due under it. This includes, but is not limited to: stay fees, taxes, deposit claims, extra cleaning fees, late check-out fees, key replacement fees, fines for rule breaches, and legal costs or damages owed. This authorization stays in effect until all claims are settled. If you give us more than one card, we may charge any card on file. If a charge is declined or a hold fails, you agree to give us another payment method at once when we ask.

6. Check-in and check-out

Check-in is between 4:00 PM and 10:00 PM on your arrival date. We send check-in instructions (such as access codes or key pickup) before you arrive, once you finish registration. Do not expect early access without our approval. The home may be cleaned or inspected until 4:00 PM.
Check-out is 11:00 AM on your departure date. By then you must fully leave the home, take all belongings and trash, and return keys or fobs as instructed, unless we approved a later check-out in writing.
Early check-in or late check-out. You must ask, and get our approval, at least 24 hours ahead. We say yes when we can, but it is not guaranteed and may depend on cleaning or other bookings. Extra fees may apply. We tell you the fee when we approve. Do not assume a request is approved until we confirm it in writing.
Staying past check-out without permission. Up to 2 hours late: we may charge a late check-out fee. It may be a fixed fee or a prorated amount up to one full night’s rent, at our discretion, to cover the impact on cleaners or incoming guests. More than 2 hours late: we charge an extra full night at the current rate (we may charge 150% of the effective nightly rate as an overstay fee). We may also enter the home, pack and remove your belongings, change the locks, and take other steps to recover the home. You pay any related costs (such as locksmith or storage fees) and any loss we suffer (such as compensating or moving the next guest). Items you leave after check-out time are treated as abandoned, and we are not responsible for keeping them.
Keys and access devices. You must return all keys, fobs, garage openers, and other access devices at check-out as instructed (left in the home, in a lockbox, or handed to staff). We charge $150 for each item lost or not returned. This covers new locks or reprogramming security systems.
How to leave the home. Leave the home reasonably clean and tidy. Throw away trash and perishable food as instructed (including recycling rules). Wash dishes, or at least put them in the sink or dishwasher. Leave used towels in one pile in the bathroom. Do not leave a major mess, stains, or debris. You do not need to wash linens or deep clean; that is our job. Normal cleaning is included. Cleaning beyond normal use (such as confetti, carpet spills, piles of dirty dishes, or hard stains) costs extra, as set out in section 7.7. Leaving the home very dirty or disorderly is a breach of this agreement.

7. House rules

During your stay, you agree to follow our house rules and the rules of the building or community where the home is. These rules are essential. Any breach can lead to fines, loss of deposit, eviction, or other penalties. Occupancy limits and building rules shown on the stay page are part of these rules.

7.1 No unregistered guests or visitors

Only the people listed and approved in your booking may be in the home. No other visitors are allowed at any time without our written permission in advance. Daytime visitors are not allowed unless we approve them, and overnight visitors beyond the registered guests are never allowed. To have a friend or family member visit, ask us first. We may ask for that person’s ID and registration too.

Unregistered people create security risks, more cleaning, and possible building violations. If we find unregistered people, we may: (a) charge the actual costs we incur, including extra cleaning, security advice, and building fines, and (b) charge liquidated damages of $250 for each day visitor (for lost booking opportunity and administrative costs), or $100 per night for each overnight guest (for more wear, utilities, and amenity use). These amounts are a reasonable estimate of damages, based on our past data. Instead of these charges, we may end the stay and keep the security deposit as liquidated damages.

If more people are in the home than the maximum occupancy shown at booking, or than local law allows, we may end your stay at once and charge significant extra fees (up to 100% of the nightly rate for each extra person). Make sure your booking shows the total number of adults and children staying.

7.2 No parties or events

No parties, events, large gatherings, or commercial photo shoots are allowed without our written consent in advance. The home is for residential use by registered guests only. Any unapproved party or event leads to immediate eviction, loss of the whole security deposit, and a fine of at least $500 (or more, as fits the case) to cover damage and nuisance. You also pay any extra cleaning and any fines from the building, homeowners association, or local authorities for the disturbance. Quiet time together among registered guests is fine. Anything that disturbs neighbors or goes beyond normal home use is not.

7.3 Quiet hours and noise

Homes are in residential areas with neighbors who must be respected. Quiet hours are from 10:00 PM to 8:00 AM every day. During quiet hours, keep noise low enough that it does not disturb nearby units, as judged by building management or us. At other times, noise must not disturb neighbors. Loud music, shouting, or any noise that can be heard outside the home or in nearby units is never allowed. We may use noise sensors that measure sound levels only and do not record audio. If you break quiet hours or cause a noise complaint, you may get a warning. Repeated or serious noise breaches may lead to fines up to the full security deposit, or immediate eviction in serious cases.

7.4 No smoking or vaping

Smoking and vaping are not allowed inside the home or in any indoor common area of the building. This includes tobacco, marijuana, e-cigarettes, hookahs, and any other substance. If you need to smoke, do it in an outdoor area away from the property, at least 30 feet from entrances, and as local law and building rules allow.

Smoking leaves odors that need special cleaning and can cost us bookings. If you smoke, you will be charged: (a) the actual cost of odor removal, including ozone treatment, deep cleaning, and new HVAC filters, as invoiced by vendors, and (b) liquidated damages of up to $400 for each occurrence. This is a reasonable estimate of booking revenue lost during cleanup, based on the home’s average nightly rate and a typical cleanup time of 2 to 3 days. Smoking also cancels any right to get the security deposit back and may lead to immediate eviction without a refund.

7.5 No pets

Pets and other animals are not allowed, except service animals as the law requires. If you have a service animal, tell us in advance. We may ask for documents as the law allows. Emotional support animals are allowed only where local law requires it and you gave us proper documents before booking. Many local laws do not treat them as service animals, and we may treat them as pets. An unapproved pet leads to a $500 base fine, plus $100 for each night the pet stays in the home or building, plus the cost of any cleaning or damage it causes. We may also evict you for bringing an unapproved pet, without a refund. If we approve a service animal, you are still fully liable for any damage or mess it causes.

7.6 Cleanliness and damage

Keep the home reasonably clean and tidy during your stay, and do not damage the home or its contents.

No moving furniture or decor. Do not change the furniture layout, hang anything on walls, or move decor or appliances. If you must move something (for example, to open a sofa bed), put it back before check-out. Never take any item that belongs to the home.
No changes to the home. Do not paint, wallpaper, repair, or change the home in any way. Do not tamper with or turn off smoke detectors, Wi-Fi routers, security devices, or noise sensors.
Report damage. If you break or damage something, tell us at once, during your stay, even if it seems minor. Not reporting damage may lead to extra penalties. Accidents happen, and reporting quickly may reduce what you owe. We will assume you caused any unreported damage we find after check-out, and you will pay the full cost to repair or replace it.
Missing items. Do not take any items from the home, including towels, linens, electronics, and dishes. We check the inventory. If anything is missing, we charge the replacement cost plus a 20% service fee and any buying costs, such as shipping.

7.7 Extra cleaning fee

The cleaning fee you paid covers standard cleaning after your stay. If the home needs cleaning beyond normal linen washing and turnover, we charge an extra deep-cleaning fee of at least $150 for each hour of extra cleaning. The minimum charge is one hour, which is $150. If more time or special cleaning services are needed, the cost goes up to match. Examples: a lot of trash or food waste, stained furniture or carpet, strong odors that need deep cleaning, dirty dishes or clutter that take a lot of staff time, or signs of a party (trash, confetti, spills). We document the condition with photos and send an invoice for the cleaning. You agree we may charge these costs to your card on file. If you expect a mess (for example, after cooking a dinner), clean up promptly to avoid these charges.

For stays longer than 4 weeks, a professional cleaning by our team every 14 days is required. We arrange each cleaning with you. We tell you the cost before booking or before check-in, and charge it separately if it is not in the rent. Refusing a required mid-stay cleaning breaks these rules.

7.8 Building rules and amenities

If the home is in a building with shared spaces or neighbors (such as a condominium or apartment building), you must follow all building rules and homeowners association policies. These may cover amenities (pool, gym), using service elevators for luggage, parking, and more. We will share the building rules we know of, but you must also behave in a way that does not break normal building policies. Do not do anything in common areas that disturbs other residents or causes complaints. If the building’s rules are stricter than ours (for example, quiet hours that start at 9:00 PM), you must follow the building’s rules. Where our rules and the building’s rules cover the same topic, the stricter rule applies. We pass on to you any building or association fines caused by your actions (such as noise, smoking, or wrong trash disposal). You may also be evicted at once if building management demands it because of your breach.

7.9 Respect for neighbors (zero tolerance)

We have zero tolerance for disrespectful, disorderly, or unsafe behavior. You and your party must be respectful to neighbors, building staff, our team, and everyone nearby. Harassment, intimidation, hate speech, heavy drunkenness, and any behavior that is a nuisance or a danger are not allowed. If we or building security get complaints about your behavior, or you act in a hostile or illegal way, we will end your stay at once. You must leave without a refund, and you lose the whole security deposit as liquidated damages. You also pay any costs caused by your conduct (such as compensation to neighbors or property damage). You are staying in someone’s home and in a shared community. Treat it, and everyone around you, with courtesy.

7.10 Children and safety

A responsible adult must supervise children under 18 at all times. Do not leave children alone in the home or in common areas of the building. For their safety, do not leave windows or balcony doors unlocked or open around small children, and keep unsafe items (such as cleaning products and breakables) out of reach. Tell us how many children will stay and their ages, including infants, at booking (in the guest count or notes). We do not need ID or personal details for children, but we need to know how many will be there, for safety rules and setup such as a crib, if we provide one. You are responsible for the conduct of any children in your party and for making sure they follow the rules (no running in hallways, no noise). You pay for any damage children cause.

7.11 Appliances and facilities

Use all appliances, fixtures, and amenities in a reasonable and safe way. If anything stops working or breaks, tell us promptly. Do not try to repair anything yourself. Some homes have specific instructions (such as for the HVAC or smart TV) in a house manual or at check-in. Follow them to avoid damage or misuse. Some areas or cabinets may be locked or marked “no access”. They may hold the owner’s items or maintenance supplies. Respect them. Forcing open a locked area is property damage, and we will charge you for it.

7.12 Illegal activity

No illegal substances or activities are allowed in the home. This includes drug use, underage drinking, prostitution, weapons, and any other activity the law prohibits. If we suspect illegal activity, we may evict you at once and tell law enforcement. If we evict you for cause, you get no refund.

7.13 No commercial use

The home is for temporary personal lodging only. You may not use it for any commercial purpose (such as running a business, hosting clients, or holding public events) without our permission. Commercial filming (films, ads), public meetings, and pop-up shops are not allowed without a separate agreement.

By accepting these house rules, you accept that any breach may lead to penalties, eviction, and charges as described. We enforce the rules at our discretion. If we do not act on one breach right away, we keep the right to enforce any rule later. We treat each incident on its own.

8. Your data, monitoring, and messages

8.1 How we use your personal data

We use the personal data you give us to confirm your identity, process your booking, manage your stay, and meet legal requirements. We may share the details needed with:

Service providers that help us run the Service, such as payment processors, identity check and background check services, guest management and check-in software, and the AI model provider behind our concierge.
Owners, building managers, and homeowners associations, who may get your name and contact details (and, for building security, possibly your ID or vehicle details) as needed to register you or meet building rules.
Law enforcement or authorities, where the law requires it, or as needed after an incident.

We do not sell your personal data. Our Privacy Policy explains in full how we handle personal data, and it forms part of this agreement. By giving us your personal data, you consent to the uses and sharing described here and in the Privacy Policy.

8.2 Messages we send you

We send messages you need for your booking and stay, such as your confirmation, registration and ID check requests, deposit notices, check-in instructions, and messages during your stay. We send these by email, text, or platform message. We send offers and news only as our Privacy Policy describes and as the law allows. You can unsubscribe from offers at any time through the link in any offer email, or by asking us. Unsubscribing does not stop the booking messages you need.

8.3 Monitoring and your consent

For safety and to enforce the rules, a home may use:

Noise sensors that measure sound levels only. They do not record audio or video. Some also measure temperature, humidity, and occupancy signals, can detect cigarette smoke or vapor, or can alert us to an unusually large number of electronic devices, which may point to a gathering.
Smart door locks that log entry and exit times. We may use these logs to confirm check-out or to detect entry without permission.
Security cameras in common areas only, such as the lobby, hallways, entrances, or parking garage, run by us or by the building. They may record video and, where the law allows, audio. There are no cameras inside the private home.

By accepting this agreement, you give informed consent to this monitoring. We use the data only to: enforce the noise and occupancy rules; detect safety issues (smoke, too much heat, security breaches); confirm check-in and check-out; and protect the home and nearby units. We keep monitoring data for no more than 30 days, unless we need it for a damage claim or a rule breach. We do not record personal conversations or activities. We share this data with property management or law enforcement only when needed for safety or legal compliance.

If you object. If you object to any of these devices, you may ask for a different home, or cancel your booking for a full refund if you ask more than 48 hours before check-in.

Your privacy in the home. We do not actively watch what you do beyond what is needed for safety and rule compliance. We do not enter the home during your stay unless needed, and we give notice whenever we can, except in emergencies (see section 9).

9. Maintenance, access, and emergencies

Report problems. If anything is broken, unsafe, or needs maintenance, tell us at once. We fix urgent issues (such as plumbing leaks, power loss, or appliance failure) as fast as we can, and non-urgent ones (such as a burnt-out bulb) in reasonable time.
Access for repairs. We or our service staff may need to enter the home during your stay for repairs or maintenance (for example, after you report a problem, or for scheduled pool or yard service), or as the building requires. We always try to tell you in advance and agree a convenient time. In an emergency (such as a water leak, fire, or alarm), we, building staff, or emergency responders may enter without notice.
No repairs by you. Do not do, or hire anyone to do, repairs or locksmith work. If you are locked out or need maintenance, contact us and we will help. Repairs or changes made without our approval count as damage, even if well meant.
Emergencies. For a fire, medical emergency, or crime in progress, call the local emergency number at once (911 in the U.S.). For other urgent home issues (such as a water leak or power outage), use the emergency contact in your check-in instructions. We have staff or contractors on call. Learn where the building’s emergency exits, fire alarms, and fire extinguishers are, and follow any emergency procedures we give you.

10. Amenities, heating and cooling, and weather

Who runs amenities. Amenities and facilities (such as a pool, hot tub, gym, sauna, rooftop, lounge, grills, parking, balconies or patios, and building-wide heating and air conditioning (“HVAC”)) are usually owned, controlled, or maintained by the building owner, the homeowners association, or other third parties, not by us. We do not control how they run, how clean they are, their schedules, rules, or safety.
Availability. Amenity access is not guaranteed. It may be limited, paused, or unavailable at any time because of seasonal closures (for example, many pools close in winter), maintenance or repairs, breakdowns, staffing or capacity limits, posted rules or association decisions, permits or government rules, health or safety orders, or other reasons. We are not responsible for pool maintenance or chemical balance. Building-wide HVAC may switch by season: air conditioning may be off in colder months and heating off in warmer months.
Weather and safety. Weather (such as lightning, high wind, snow or ice, extreme temperatures, or poor air quality) may limit or stop amenity use. For safety, we or the building may close or lock balconies, patios, or other amenities at any time (for example, in high wind or during safety work). Do not bypass or tamper with any lock or closure.
No refunds for amenities. Amenity availability is not a material term of this agreement and is not part of the price of the stay. You agree that we give no refund, credit, price reduction, or relocation because an amenity is unavailable, limited, closed, broken, or restricted, including HVAC limits or seasonal shutdowns.
Follow the rules. You must follow all posted rules, reservation needs, capacity and age limits, and instructions from the building, the association, or us about amenities. If you do not, you may lose amenity access, pay fees, or have your stay ended as this agreement allows.
Liability. To the fullest extent the law allows, we are not liable for any loss, inconvenience, or damage caused by an amenity being unavailable, limited, or closed (including pools, hot tubs, gyms, balconies, patios, or HVAC). This adds to, and does not limit, the liability limits in section 12 and any rights you have by law that cannot be waived.

11. Relocation

When we may move you. If the home you booked becomes unavailable or impractical to use for any part of your stay (for example, because of building maintenance or repairs, safety or code work, damage, owner needs, force majeure, or other events outside our reasonable control), we may move you to another home.
A comparable home. We will use good-faith efforts to offer a comparable home: similar overall quality, bed count, and furnishings, within reasonable distance. Comparable does not mean the same view, layout, decor, or exact location.
If you accept. The original rate and terms stay in effect for the rest of your stay. We owe no extra compensation, refund, price reduction, or damages for differences in layout, view, or location.
If you decline. You may cancel the remaining nights and get a prorated refund of the unused stay fees. This is your only remedy. We are not liable for any other amounts, special or consequential damages, lost profits, or travel or rebooking costs.
How it works. We will tell you as soon as we reasonably can. You must answer promptly, especially if check-in is close. If you do not answer within a reasonable time, we may treat the move as declined and cancel the remaining nights with a prorated refund of the unused stay fees.
Amenity closures alone or building policy changes do not lead to a move (see section 10). We move you only if the home itself is unavailable or unsafe to live in.

12. Guest liability and indemnification

Your responsibility. As the guest who booked, you are fully responsible for what you, your party, and any visitor you allow do or fail to do. If anyone in your group, or a visitor you let in, causes damage, breaks the rules, or harms someone, you are liable as if you did it yourself. Always supervise your group so it follows this agreement.
Assumption of risk. You use the home and any amenities at your own risk. The home may have features (such as stairs, a balcony, a pool, or gym equipment) that carry risk if used the wrong way. You and your guests freely accept all risk of injury or loss at the property. We and the owner are not responsible for accidents, injuries, illness, or death at the property, unless caused by our gross negligence. You agree to hold us harmless from such incidents.
Your belongings. We are not responsible for theft, loss, or damage to your belongings during your stay. This includes loss or damage from power outages, appliance failure, or water damage, and items left after check-out. Do not leave valuables unsecured in the home, and always lock the doors when you leave. If you leave items after check-out, we may, at our discretion, try to contact you and keep the items for a short time, but we do not have to store or return them. Items left behind may be treated as abandoned and thrown away or donated. Check the home fully before you leave. We strongly advise travel insurance or renters insurance for your belongings and trip interruptions. We do not provide such insurance.
Limit on our liability. To the fullest extent the law allows, our total liability for any claim from this agreement or a stay is limited to the amount you paid for that booking. We are not liable for indirect or consequential losses. This limit does not apply to: (a) personal injury caused by our gross negligence or willful misconduct, (b) breaches of consumer protection laws that cannot be waived, or (c) any other liability the law does not allow us to limit. Some places do not allow limits on liability for personal injury or certain consumer deals, so these limits may not apply to you. Where the law does not allow an exclusion or limit, our liability is limited only as far as the law allows. This clause gives us the most protection the law of the home’s location allows.
Indemnification. You agree to indemnify and defend us and the owner of the home (and our and their affiliates, employees, and agents) against any claim, lawsuit, or liability that comes from your use of the home or your breach of this agreement. This means that if a third party (including anyone in your group, a neighbor, or a homeowners association) sues us or the owner, or demands compensation, because of something you or your guests did or failed to do, you cover all the costs and liabilities. This includes claims for property damage, personal injury, fines, or breaches of law that you or your guests are responsible for. For example, if you hold a party and a neighbor is hurt, or the association fines the owner, and they act against us or the owner, you must pay us or the owner back for those damages and costs. This duty continues after this agreement ends.
Legal fees. If we or the owner use lawyers or a collection service to enforce this agreement against you (for example, to collect payment, recover damages, or evict you), you pay all related costs, including reasonable attorney fees.

13. Local law and the Service

Local law. We run our stays in line with local short-term rental rules, including, for Chicago homes, the City of Chicago’s shared housing and vacation rental rules as they apply to each property. You agree not to use a home in any way that breaks the law.
The Service. We work to keep stay pages, availability, and the AI concierge accurate and useful, but the Service is provided “as is”. Concierge chat answers are for information only. Only the checkout quote and your confirmation are binding.

14. General provisions

No tenancy rights. This agreement is for temporary lodging and does not create a landlord and tenant relationship. Tenant-rights laws for long-term leases do not protect you. In legal terms, you stay as a licensee, not a tenant, and you must leave when this agreement ends. You have no property interest in the home beyond the limited stay granted.
No transfer. This agreement and your booking are personal to you. You may not assign or transfer them, sublet the home, or let anyone not on the booking take it over without our written consent in advance. Any attempt to do so is void and a material breach. We may assign this agreement or hand some duties to an affiliate or third party (for example, a local property manager). That does not change your duties.
No waiver. If you or we do not enforce part of this agreement at some time, that does not give up the right to enforce it later. For example, if we do not charge a fee for a minor breach at once, we may still charge it, or enforce any other term, later.
Severability. If a court or other authority finds any part of this agreement illegal or unenforceable, the rest stays in full force. That part is changed as little as needed to make it enforceable. If it cannot be changed, it is removed and the rest stays valid.
Consumer protection. This agreement is subject to consumer protection laws, which may give you rights that cannot be waived. Where any part of this agreement conflicts with mandatory consumer protection, fair housing, or other non-waivable federal, state, or local law, that law controls to the extent of the conflict. The rest of this agreement stays enforceable as far as the law allows. We do not waive any rights the law gives us, and you keep all rights that cannot be lawfully waived.
Entire agreement. This agreement, together with the house rules, your booking confirmation, and our published policies (including the Cancellation Policy and the Privacy Policy), is the entire agreement between you and us about your stay. It replaces all earlier discussions, messages, and agreements about the booking, including any earlier Cloud9 Guest Accommodation Agreement for bookings made on or after the date at the top of this page. Spoken promises not in this written agreement are not binding. Any change to this agreement must be in writing and agreed by us.
Force majeure. We are not liable for, and are not in breach because of, any failure or delay caused by events outside our reasonable control. These include natural disasters, acts of God, war, terrorism, civil unrest, government restrictions, strikes or labor disputes, utility outages, epidemics or pandemics, and severe weather. If such an event makes the home unavailable or unfit to live in, we will tell you as soon as we can. We may cancel the booking with a refund for unused nights, or offer new dates, but we owe no other compensation.
Governing law and courts. The law of the state or place where the home is located governs this agreement, without regard to conflict-of-law rules. For homes in Illinois, Illinois law governs. For homes elsewhere, local law governs, except that: (a) Illinois law may apply to matters about our company obligations, and (b) federal law controls where it applies. Any legal case must be brought in a court of competent jurisdiction where the home is located, except that we may choose to bring collection or breach cases in Illinois courts. Both of us consent to the personal jurisdiction of those courts, subject to any local rules that cannot be waived.
Disputes. If you have a dispute or claim about this agreement or your stay, please contact us first so we can try to resolve it fairly. Subject to any local law that requires a dispute to be heard where the home is located, you agree that any lawsuit will be brought in the courts set out above. Each side pays its own legal fees, except as this agreement says about indemnification and enforcement costs.
No third-party rights. This agreement is between you and us. Apart from our affiliates and partners, and the owner of the home where we act for the owner (who benefit from certain clauses, such as liability waivers and indemnities), no one else may enforce any term of it. Services from third parties (such as cleaners) do not create a contract between you and them.
Changes to these terms. We may update these terms from time to time. The version in force when you book governs that booking.

15. Contact

For questions or urgent concerns during your stay, email help@pentice.com, or message us through the concierge on the booking page and ask for a host. A person will pick up the thread. Your check-in instructions include more phone or message contacts, and the emergency contact. Please contact us whenever you need help or a problem comes up. We want you to have a safe and enjoyable stay.

16. Acceptance

You confirm that you have read and understood this whole agreement. By ticking the box or clicking “I agree” (or a similar button) at booking or registration, or by signing this agreement electronically or on paper, you agree to all of its terms. This agreement becomes binding when you accept it. It stays in effect for your whole stay and until all duties under it are met. Your electronic acceptance is a valid electronic signature under the law and has the same legal effect as a handwritten signature.