Basic rules for customers
We require everyone who is part of our community to follow these simple rules to be a great Customer:
Details of the basic rules
Treat your host's facility as if it were your own home
Cleanliness: Clients should not leave the registration in a condition that requires excessive or deep cleaning (moldy food, dirty carpets, pet stains, etc.).
Garbage: Customers should place their garbage in designated bins and be mindful of excessive amounts of garbage.
Damage: When customers cause damage beyond normal wear and tear, we expect customers to notify owners of the damage as soon as possible and work with the owner to find a reasonable solution. Customers are expected to pay reasonable compensation claims if they are responsible for damage, missing items or unexpected expenses. Learn more about charging for damage.
Follow the standard facility rules of the Owner
Confirmed customers: Clients must respect the approved number of guests (Clients) and ask the Property owners if they are unsure of the visitor rules. Disruptive gatherings are prohibited at all times.
Check-in time: Customers must respect the host's check-in time and must not check-in earlier or later without prior approval from the host.
Check-out time: Customers must complete check-out, including key return, according to the check-out time specified in the TolCamp booking and must not leave items in the registered place for storage past the designated check-out time or for later pick-up without prior approval from the property owner.
Smoking: Customers must not smoke on the premises unless authorized by the owner. This includes the use of tobacco, cannabis, e-cigarettes, etc.
Approvals for pets: Customers must not bring pets into a registration described as “no pets” in the property rules, bring more pets than approved in the registration, or inform the host about pets brought into the registration. Please note that service animals are not considered pets.
Noise: Customers must respect the designated quiet hours and must not disturb any disturbing noise (loud music, shouting, slamming doors, etc.).
Commercial filming and photography: Clients must not engage in filming or photography for commercial use or profit without documented permission from the property owner.
Breach reporting
TolCamp encourages property owners to report violations of these ground rules immediately. We accept reports from owners and neighbors who contact us directly.
When a Facility owner is faced with a suspected or actual violation of these ground rules, we ask that person to
Communicate with customers; this is often the fastest path to a solution.
Document the problem through the TolCamp message thread, an emailed complaint from a neighbor, photos, etc.
Write an honest review with feedback so that the client can improve for future Facility owners.
Keep customers following these basic rules
We are committed to enforcing these basic rules. Our actions may include informing customers about the policy and issuing warnings. For repeated or serious violations of these ground rules, Clients may also be suspended or removed from our community.
In addition to the standard facility rules contained in these ground rules, facility owners can add additional rules written on their Registration (facility) page. If a customer violates any of these additional rules, property owners can contact TolCamp customer support to assist with appropriate next steps.
Contact the landlord immediately if problems arise
In addition to the basic rules above, good communication between owners and customers is important for successful stays. When clients can (not out of cell phone range, etc.), TolCamp encourages clients to respond when an Owner responds to resolve an issue.
Appeal violations
Customers can appeal decisions under this policy by contacting TolCamp customer support or through the link we provide to start the appeal process. When reviewing appeals, we will consider additional details, such as the Customer's new or corrected information, violation of our Assessment Policy, or other relevant circumstances related to the violation.
