Trust and Safety
Kukoto is a community built on trust and inclusion. We’re dedicated to providing a safe and secure marketplace for guests and owners.
We are here to support you 24/7, whenever you have questions or require assistance.
Trust
Book with Confidence
Our Book with Confidence Policy offers significant advantages when you book your stay through Kukoto, including security deposit and comprehensive payment protection as well as emergency rebooking assistance.
Evaluations
After your stay, both you and the host will receive emails reminding you to evaluate your experiences. Neither party will be able to see each other’s appraisals until both have submitted their reviews. This way we ensure that every property is at the highest standard possible.
Security
Privacy
We adhere to rigorous security and privacy standards. The disclosure of any monitoring devices at a home is required.
Payment Protection
Kukoto’s Book with Confidence Policy protects your payment and security deposit 100%, and all of our listings are covered when you book your stay through Kukoto.
Support
Customer Support and Help Portal
The Kukoto Customer Support is available 24 hours a day, seven days a week via online chat and telephone. For quick assistance, please visit our ‘Support and Resources’ menu.
Traveling Responsibly
We advise guests to comply with local laws and regulations and to be considerate of local residents and the neighbourhood in which they are staying. Our community is built on respect and inclusion and we expect all our members to behave in a neighbourly way towards each other.
Disaster Support
Our customer support team will help you to rebook during your stay if your trip is impacted by a natural disaster. For assistance, please contact us.
Safety
Home Safety Preparedness
We encourage all guests to complete a safety walkthrough immediately upon arrival at a home. This includes locating emergency equipment such as fire extinguishers or first-aid kits, and reading all safety information provided by your host. If you have any questions about safety issues in your home, don’t hesitate to ask the host directly. In the case of an emergency, contact the appropriate authorities immediately.
Authenticity
We are verifying all user accounts, giving you confidence in the authenticity of host identities. We also conduct certain background screenings where we are able to do so. We take steps to confirm all identities of our community members.
Property Cleanliness
We’ve prepared enhanced cleanliness guidelines for hosts to help keep you and your family safe when you’re ready to travel again. The standard agreement we have with the owners is for every two days housekeeping and change of the linen and the towels at least twice per week. Special arrangements can be negotiated with the owners (usually at a small extra charge). Please also follow your local health regulations while traveling.
Inclusion
Accessibility
We want all guests to find the perfect place to stay, and we encourage you to communicate with us about your individual accessibility needs, including requesting clarification about any home accessibility features you may require.
Non-discrimination
A place for everyone leaves no room for hate. If you mistreat people, there’s no space for you on Kukoto. Everyone deserves to be where kindness rules. We expect all members of our community to demonstrate respect and tolerance in all interactions, both online and off-line, and we reserve the right to remove anyone from our platform who fails to abide by these principles.
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