# Policies & Procedures FAQs
This page outlines our key policies and procedures to ensure a smooth and enjoyable experience for all our guests.
## Cancellation Policy
### What is your cancellation policy?
Our cancellation policy varies depending on the booking platform and the rate you choose. We offer different levels of flexibility to meet your needs. The specific cancellation policy for your reservation will be clearly stated at the time of booking. For the most flexible options, we recommend booking directly through our website. [1]
### What happens if I need to cancel my reservation?
If you need to cancel your reservation, please do so through the platform you used to book. If you booked directly with us, please contact our reservations team. The amount of your refund will depend on the cancellation policy associated with your booking and how far in advance you cancel. [2]
## House Rules
### What are your house rules?
To ensure a pleasant stay for all our guests and to respect our neighbors, we have a set of house rules that we ask all guests to follow. These typically include:
*
Quiet Hours:
Usually from 10:00 PM to 8:00 AM.*
No Smoking:
All of our properties are non-smoking.*
Pet Policy:
Please check the individual property listing for pet rules and any associated fees.*
Maximum Occupancy:
The number of guests must not exceed the maximum occupancy of the property.*
Events and Parties:
Parties and large gatherings are not permitted without prior authorization.A complete list of house rules will be provided at the time of booking and will be available in the property. [3]
### What are the consequences of violating the house rules?
Violation of our house rules may result in the termination of your rental agreement without a refund and may incur additional fees. We appreciate your cooperation in helping us maintain a peaceful and enjoyable environment for everyone.
## Safety & Security
### Are your properties licensed and insured?
Yes, KTJ Krug LLC is a fully licensed and insured vacation rental operator in Puerto Rico. We adhere to all local regulations and industry standards to ensure the safety and security of our guests. [1]
### Do you have security measures in place?
Our properties are equipped with security measures to ensure your safety. We also offer contactless check-in for your convenience and peace of mind. We recommend that you always lock the doors and windows when you leave the property and take the same precautions you would at home. [1]
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### References
[1] KTJ Krug. (n.d.). Home. Retrieved from https://ktjkrug.com/
[2] Lodgify. (2024, February 20). Vacation Rental House Rules Template to Avoid Guest Trouble. Retrieved from https://www.lodgify.com/blog/vacation-rental-house-rules-template/
[3] Discover Puerto Rico. (n.d.). Guide to Staying Respectfully in Puerto Rico’s Short-Term Rentals. Retrieved from https://www.discoverpuertorico.com/article/how-to-be-respectful-guest-puerto-ricos-short-term-rentals