Last updated: 21 August 2026
This Guest Agreement sets out the binding terms you accept when you create an account, book, or stay at a property through Lodge. It sits alongside our Terms & Conditions, Privacy Policy, Cancellation Policy, and Refund Policy, and it explains that the stay itself is a contract directly between you and the Host.
This Guest Agreement is a binding contract between you ("you", "Guest") and Lodge Vacations Ltd, a private limited company incorporated in England and Wales, London, United Kingdom, which operates the Lodge platform together with its affiliated Indonesian operating entity, CV Lodge Bali (together, "Lodge", "we", "us", or "our").
The Lodge platform — our website at lodge.vacations, our mobile and web applications, and related services (the "Platform") — is an online marketplace that connects travellers ("Guests") with independent accommodation providers ("Hosts") offering homestays, guesthouses, and similar lodging (each an "Accommodation" or "Listing").
By creating an account, accessing the Platform, or making or requesting a booking, you accept and agree to be bound by this Agreement and our Privacy Policy. If you do not agree, do not use the Platform.
Lodge is a neutral technology platform and marketplace. We provide software that lets Guests and Hosts find one another, communicate, agree on bookings, and process payments. We do not own, operate, manage, control, inspect, endorse, or supply any Accommodation.
Lodge is not a party to the Booking Contract. When you book, a contract for the stay is formed directly and exclusively between you and the Host. Lodge is not a travel agency, tour operator, hotel, property manager, or landlord, and does not act as your agent or the Host's agent, except as a limited payment-collection agent as described under Payments below.
The Host is solely responsible for the Accommodation: for the accuracy of its Listing, its condition, safety, cleanliness, legality, and licensing, for compliance with all applicable laws, and for performing the Booking Contract. Lodge does not guarantee, warrant, or insure any Accommodation, Host, or stay.
You acknowledge that Lodge is not responsible or liable for the acts or omissions of any Host, for the condition, safety, or legality of any Accommodation, for any injury, illness, death, loss, or damage arising from or during a stay, or for any dispute between you and a Host.
You may need to register an account to book. You agree to provide true, current, and complete information and to keep it updated. You are responsible for all activity under your account — notify us immediately at info@lodge.vacations of any unauthorised use. Lodge is not liable for losses arising from your failure to safeguard your credentials.
We may refuse, suspend, or terminate accounts at our discretion, including where we reasonably believe a Guest has violated this Agreement, presents a risk, or has engaged in fraudulent or unlawful conduct.
Listings are created by Hosts. Lodge does not verify, and is not responsible for, the accuracy or completeness of any Listing, including descriptions, pricing, availability, photos, video, amenities, or verification labels. Any verification label reflects a Host's submissions and/or a limited review process and is not a guarantee of any condition.
A Booking is confirmed when you complete the booking flow, your payment is accepted, and you receive a booking confirmation. At that point a Booking Contract forms between you and the Host, subject to the Host's house rules and the applicable cancellation policy.
You agree to comply with the Host's house rules, occupancy limits, check-in and check-out times, and any other reasonable requirements disclosed before or at booking. Exceeding stated occupancy, or bringing unauthorised guests, pets, or events, may result in denial of entry, removal, or additional charges by the Host, for which Lodge is not responsible.
Lodge may, but is not obligated to, offer tiered length-of-stay discounts as displayed at checkout.
Accommodation charges are set by the Host. Lodge charges Guests a Guest Service Fee of 10% of the accommodation charges, after any applicable discounts, which is disclosed transparently before you confirm a Booking. The Guest Service Fee compensates Lodge for operating the Platform and is non-refundable except where expressly stated under Cancellations and refunds below or required by applicable law.
The Total Price shown at checkout includes the accommodation charges, the Guest Service Fee, and any applicable taxes or other charges. You agree to pay the Total Price.
You are responsible for any taxes, levies, or tourist and lodging fees applicable to your stay that are not collected through the Platform. Where Lodge is required to collect and remit taxes, this will be shown at checkout.
Prices may be displayed and charged in different currencies. Where currency conversion applies, the applicable exchange rate and any conversion fees are applied as shown in the payment flow. Your bank or card issuer may apply its own fees or rates, for which Lodge is not responsible.
Hosts commit to offering Guests a rate on Lodge that matches their direct, offline, or walk-in rate for the same Accommodation, dates, and conditions. If a Host offered you a lower direct rate for an identical stay booked outside Lodge, contact us at info@lodge.vacations and we will investigate. This is a commitment made by Hosts; Lodge's role is limited to facilitating and, at our discretion, enforcing this commitment against Hosts, and it does not create a payment or refund obligation on Lodge beyond what is expressly stated when the guarantee is offered.
Lodge collects and holds payments as a limited payment-collection agent for the Host. When you make a Booking, you authorise Lodge and our third-party payment processors to charge your payment method for the Total Price. Lodge collects the full amount at the time of Booking and holds the Host's portion, releasing it to the Host after your check-in, subject to this Agreement.
Your payment obligation to the Host for the accommodation charges is satisfied when you pay Lodge, even though Lodge remits to the Host at a later time.
You authorise Lodge and its processors to store and use your payment method for the Booking and for any amounts you owe under this Agreement, including additional charges you approve, cancellation charges, or damages you agree to pay.
If a payment is reversed, charged back, or fails, Lodge may cancel the associated Booking, recover amounts owed, including via your payment method, and suspend your account. Initiating a chargeback for a valid charge is a breach of this Agreement, and you agree to first use the dispute process described under Resolving disputes below.
Lodge is not a bank and does not provide escrow, deposit-taking, or money-transmission services beyond acting as a limited payment-collection agent to facilitate Bookings.
Your cancellation and refund rights are set out in full in our Cancellation Policy and Refund Policy, which apply to every Booking and govern the refund of accommodation charges and the Guest Service Fee. The tiers and windows shown on those pages, and on the Listing or at checkout at the time of your Booking, are the terms that apply to you.
The Guest Service Fee is refundable only where you receive a full refund of accommodation charges under the applicable policy, where required by law, or where Lodge determines in its discretion that a refund is warranted, for example a Host cancellation or a material Host breach.
If a Host cancels a confirmed Booking, you will receive a full refund of amounts paid, including the Guest Service Fee, for the cancelled nights, or, where available and at your option, assistance in finding comparable alternative Accommodation. Lodge's liability for a Host cancellation is limited to the refund described here and does not extend to consequential costs, such as flights or lost time, except as required by law.
Failing to check in, or departing early, does not entitle you to a refund except as provided by the applicable cancellation policy.
Where a stay is prevented by events beyond reasonable control, see Force majeure below, Lodge may, in its sole discretion, offer refunds, credits, or rebooking, but is not obligated to do so beyond what applicable law requires.
Refunds are issued to your original payment method and may take time to process depending on your provider.
You may submit reviews, ratings, photos, and other Content. You must ensure your Content is accurate, lawful, not defamatory, and does not infringe anyone's rights.
You grant Lodge a worldwide, non-exclusive, royalty-free, sublicensable, transferable licence to use, host, store, reproduce, adapt, publish, and display your Content in connection with operating, marketing, and improving the Platform. This licence survives termination for Content already submitted.
We may remove or moderate Content that violates this Agreement, but we are not obligated to monitor Content and are not responsible for Content posted by others.
The Community Pass is a benefit that may provide discounts or perks at participating local partner businesses during an active Lodge Booking, typically via a dynamic QR code or equivalent in-Platform experience.
Partner offers are provided by third parties, not by Lodge. Availability, terms, and quality of partner offers are the responsibility of the relevant partner. Lodge does not guarantee any partner offer and is not liable for any partner's goods, services, or conduct. We may add, change, or discontinue the Community Pass or any offer at any time.
The Community Pass is personal to you, tied to an active Booking, and may not be transferred, sold, or abused. Fraudulent use may result in suspension.
The Platform's value depends on Bookings being made and paid through Lodge. Where you discover an Accommodation or Host through the Platform, you agree not to circumvent the Platform by arranging, accepting, or paying for that stay, or directly connected future stays, outside of Lodge in order to avoid the Guest Service Fee.
Circumvention includes soliciting or accepting off-Platform payment, or coordinating with a Host to move a Platform-originated Booking off-Platform.
If you circumvent the Platform, Lodge may suspend or terminate your account, and may charge you an amount equal to the Guest Service Fee that would have applied, to the extent permitted by law.
You agree to treat each Accommodation, the Host, neighbours, and any property with care and respect, to comply with house rules and applicable law, and not to engage in illegal, dangerous, or nuisance behaviour.
You are responsible for any loss or damage you or your party cause to an Accommodation or its contents. Because Lodge does not collect security deposits, any claim for damage is a matter between you and the Host, see Security deposits and damage below. You agree to deal with such claims in good faith.
You agree not to misuse the Platform, including by fraud, scraping, reverse engineering, introducing malware, or infringing others' rights.
Lodge does not collect, hold, or process security deposits, and Lodge does not mediate or adjudicate property-damage claims.
A Host may separately require or agree a security deposit or damage terms directly with you, outside the Platform. Any such arrangement is solely between you and the Host, and Lodge is not a party to it and bears no responsibility or liability for deposits, damage assessments, retained amounts, or disputes arising from them.
The Platform is provided "as is" and "as available". To the maximum extent permitted by law, Lodge disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, title, non-infringement, and any warranties regarding Accommodations, Hosts, Listings, verification labels, availability, or uninterrupted or error-free operation.
Lodge does not warrant or guarantee any Accommodation, Host, or stay, including its condition, safety, cleanliness, legality, connectivity, suitability for remote work, or that it matches its Listing. Verification and premium labels reflect Host submissions and/or limited review and are not guarantees.
You use the Platform and stay in any Accommodation at your own risk.
You knowingly and voluntarily assume all risks associated with using the Platform and staying in any Accommodation, including risks of illness, injury, death, or property loss.
To the maximum extent permitted by law, you release and discharge Lodge and its owners, partners, officers, employees, and agents from any claims, damages, or liabilities arising out of or related to your stay, an Accommodation, a Host, another Guest, a third party, or a Community Pass partner. If you are in a jurisdiction that limits such releases, this release applies to the fullest extent permitted there.
To the maximum extent permitted by law, Lodge will not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages, or for lost profits, lost data, lost enjoyment, or the cost of substitute accommodation, arising out of or related to the Platform, this Agreement, or any stay, whether based in contract, tort, or otherwise, even if advised of the possibility of such damages.
To the maximum extent permitted by law, Lodge's total aggregate liability for all claims arising out of or related to this Agreement or the Platform will not exceed the greater of (a) the total Guest Service Fees you paid to Lodge in the twelve months before the event giving rise to the claim, or (b) USD 100, or its equivalent.
Nothing in this Agreement excludes or limits liability that cannot be excluded or limited under applicable law, such as liability for fraud or for death or personal injury caused by our own negligence. The limitations in this section apply to the extent permitted in your jurisdiction.
You agree to indemnify, defend, and hold harmless Lodge and its owners, partners, officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses, including reasonable legal fees, arising out of or related to: your use of the Platform; your stay in or conduct at any Accommodation; your breach of this Agreement or any law; your Content; any dispute between you and a Host, another Guest, or a third party; or any damage you or your party cause.
You may stop using the Platform at any time. Existing Bookings and payment obligations survive.
We may suspend or terminate your access, remove Content, or cancel Bookings at our discretion, including for breach of this Agreement, risk, fraud, legal reasons, or non-payment. Where practical and lawful, we will give notice.
The sections of this Agreement that by their nature should survive termination — including We're a marketplace not your host, Payments, the content licence under Reviews, content, and licence, No circumvention, Disclaimers through Indemnification, Resolving disputes, Governing law and arbitration, and General — continue to apply after termination.
We may modify the Platform and this Agreement from time to time. Material changes will be notified, for example by posting an updated version with a new "Last updated" date or by email. Changes do not apply retroactively to confirmed Bookings. Your continued use after changes take effect constitutes acceptance.
Your use of the Platform is subject to our Privacy Policy, which explains how we collect, use, and share personal data. By using the Platform you consent to those practices.
Because the Booking Contract is between you and the Host, disputes about a stay should first be raised with the Host. Lodge may, at its discretion, help facilitate a resolution, but is not obligated to do so and is not the decision-maker or a party to the dispute.
Before starting formal proceedings against Lodge, you agree to contact us at info@lodge.vacations and attempt to resolve the matter informally for at least 30 days.
This Agreement and any dispute arising out of or in connection with it are governed by the laws of England and Wales, without regard to conflict-of-laws principles.
Any dispute, controversy, or claim arising out of or relating to this Agreement or the Platform that is not resolved informally will be finally settled by arbitration under the Rules of the London Court of International Arbitration (LCIA), which are deemed incorporated by reference into this clause. The seat of arbitration is London, United Kingdom; the language of arbitration is English; and the tribunal will consist of one arbitrator. Judgment on the award may be entered in any court of competent jurisdiction.
To the maximum extent permitted by law, disputes will be resolved on an individual basis only. You and Lodge waive any right to bring or participate in a class, collective, or representative action, and the arbitrator may not consolidate claims or preside over any form of class or representative proceeding.
Either party may bring an individual claim in a small-claims-style forum or seek injunctive relief to protect intellectual property or prevent unauthorised platform access, without first arbitrating.
If any part of this section is found unenforceable, the remainder continues to apply; if the class waiver is found unenforceable as to a particular claim, that claim may proceed in court, but this section otherwise governs.
Lodge is not liable for any failure or delay in performance caused by events beyond its reasonable control, including natural disasters, extreme weather, epidemics or pandemics, government actions, travel restrictions, civil unrest, war, terrorism, strikes, utility or internet failures, or third-party service outages.
By using the Lodge Platform or making a Booking, you acknowledge that you have read, understood, and agree to this Guest Agreement.
If anything here is unclear, reach our team at info@lodge.vacations.