Every commitment Cocoon makes — across Property Management, Short-Term Rental, and Long-Term Rental — is documented here. These are not aspirations. They are the specific, measurable standards against which every engagement is run.
Universal standards — all services
Standard
Commitment
Response time — routine
All WhatsApp and email communications acknowledged within 2 hours during business hours (9am–6pm IST, Monday–Saturday).
Response time — urgent property matter
Cocoon responds and takes protective action within a 24–48 hour maximum SLA from the point of becoming aware of the issue.
Expenditure authorisation
No unplanned expenditure is incurred without prior written client approval (WhatsApp or email). Exception: imminent property damage — Cocoon acts immediately and notifies the client within 2 hours. Client ratification is required post-action.
Vendor access
A Cocoon representative is present at the property for every vendor or service visit. No third party accesses the property unaccompanied.
Property access security
Keys and access codes are held securely. Access is restricted to scheduled visits and pre-approved service windows only.
Visit advance notice
Clients receive a WhatsApp notification 24–48 hours before every scheduled visit.
Documentation
All visit reports, maintenance records, correspondence, and financial statements are retained for a minimum of 12 months and made available to the client or their CA on request.
Business hours
9am–6pm IST, Monday–Saturday. Closed on national public holidays.
Property Management — plan-by-plan standards
Standard
Monthly
Fortnightly
Weekly
Visit frequency
1 visit per month
2 visits per month
4 visits per month
Property coverage
Up to 3BHK (10 rooms). ₹899/visit per additional bedroom.
Up to 3BHK. ₹899/visit per additional bedroom.
Up to 3BHK. ₹899/visit per additional bedroom.
Visit report delivery
Within 24 hours of each visit — written summary + minimum 12 timestamped photographs.
Within 24 hours — written summary + minimum 12 timestamped photographs.
Within 24 hours — written summary + minimum 12 timestamped photographs.
Electricity, water, gas, telecom + full system load and storm readiness check.
Appliance checks
Lights, fans, TV, AC, refrigerator.
All Monthly + washing machine, water purifier, Wi-Fi modem/router speed check.
Full performance check of all appliances.
AC servicing
Not included (available as add-on).
1 AC serviced per month (dust removal and service).
All ACs serviced monthly.
Plant care
Indoor plants watered once per month.
Indoor plants once per month. Outdoor plants once per month.
Indoor and outdoor plants watered weekly.
Inverter and battery
Not included.
1 inverter + 2 batteries checked every 3 months.
1 inverter + 2 batteries checked every 3 months.
Solar panel cleaning
Not included.
Not included.
Once per month.
Water tank cleaning
Not included.
Not included.
1 tank per month.
Property tax coordination
Not included.
Not included.
Once per year (property, building, luxury tax).
Monsoon preventive maintenance
Not included.
Not included.
Drainage and roof cleaning once every 3 months. Terrace, sunshade, compound once every 3 months.
Arrival readiness
Included — property prepared before every owner visit.
Included.
Included.
Short-Term Rental Management standards
Onboarding
Standard
Commitment
Property readiness inspection
Cocoon conducts an onboarding inspection before any listing goes live. The property must meet the minimum readiness standard: all appliances working, linen for full guest capacity, essential kitchen supplies, functioning internet, and complete access documentation.
Listing creation timeline
Listing goes live within 5 business days of the onboarding inspection passing, provided all photography and property information has been supplied.
STR onboarding fee
₹5,000 ex-GST. Non-refundable once listing setup and photography are complete.
Ongoing operations — Listing Management product
Standard
Commitment
Guest enquiry response
Within 2 hours of any guest enquiry on any platform during business hours.
Dynamic pricing review
Pricing reviewed and adjusted weekly against Kochi seasonal demand.
Listing optimisation
Listing descriptions, photographs, and local recommendations reviewed at least once per quarter.
Check-In and Check-Out
Standard
Commitment
Check-in documentation
Identity verification of all guests. Minimum 15 timestamped photographs of property condition before key handover. Asset record completed and shared with owner.
House rules walkthrough
Conducted in person at every check-in.
Checkout inspection
Full condition check against check-in record. Damage documented with photographs. Damage claim raised with platform within 24 hours of checkout where applicable.
Damage claim evidence
Full photographic documentation sent to owner within 24 hours of checkout.
Managed Plan — financial reporting
Standard
Commitment
Monthly settlement statement
Issued by the 10th of each following month. Shows: gross booking income, platform fees, net revenue, Cocoon commission (20%), per-booking visit fees, and owner payout. Every line item traceable to platform booking records.
FRRO / Form C filing
Filed with the FRRO within 24 hours of check-in for all foreign national guests. This is Cocoon’s operational compliance obligation as the on-ground STR operator.
Long-Term Rental Management standards
Tenant sourcing and onboarding
Standard
Commitment
Tenant documentation
Government-issued photo ID and Police Clearance Certificate required from all tenants before lease signing, in line with Kerala RERA guidelines.
Agreement
11-month tenancy agreement drafted and registered via a Cocoon-assigned lawyer. Agreement is between owner and tenant; Cocoon is not a party.
Move-in documentation
Minimum 15 timestamped photographs of property condition before tenant moves in. Asset verification checklist completed.
During tenancy
Standard
Commitment
Rent cycle
Tenants pay rent directly into the owner’s designated NRO account on or before the 5th of each month. Cocoon sends payment reminders and follows up on late payments.
Quarterly inspections
One on-ground inspection per quarter throughout the tenancy. Condition report with timestamped photographs delivered within 24 hours of each inspection.
Monthly reporting
Rent status, inspection summary, and maintenance log delivered via email and WhatsApp each month.
Maintenance coordination
All maintenance coordinated with verified vendors. No spend without prior written owner approval.
Renewal and exit
Standard
Commitment
Renewal notice
Owner notified 45 days before the 11-month tenancy end with renewal options.
Exit inspection
Full condition inspection at tenant exit. Condition compared against move-in record. Itemised deposit reconciliation provided within 5 business days of vacation.
Property handback
Keys, access codes, and all tenancy documentation returned to owner within 5 business days of exit.
What Cocoon does not do
For the full list of excluded services and owner responsibilities — including income tax, TDS, GST, FEMA, insurance, and tenancy agreement obligations — see Excluded Services & Owner Responsibilities.
To discuss these standards in the context of your specific property, book a free property evaluation. All evaluations are completed within 48 hours from first contact.
