COVID-19 Important Information

OUR COMMITMENT TO YOU

UPDATED: 13th May 2020  

As the world continues to adjust amidst the COVID-19 outbreak, our priority remains the wellbeing and safety of all our guests. 

Due to the changing global travel restrictions, we recommend you check on restrictions to travel from your country to our destinations prior to booking.

Hygiene protocol  

We’ve always been super focused on cleaning and hygiene and for years have run a 150 point checklist after every guest check-out to ensure a sparkling clean environment for our arriving guests.

To this we have now added a COVID-19 specific set of additional deep clean disinfection and sanitisation procedures in-line with the latest research and recommendations from the World Health Organisation (WHO), the CDC (US Centers for Disease Control) and the EPA.

This includes elevated deep cleaning procedures and strict hygiene checks as well as sanitisation of all hard plastic and metal surfaces and major touch points including light switches, door and window handles, tabletops, electronics, appliances and control panels.

We have also moved to digital check-in where guests check-in online prior to arrival so there is no paperwork to complete and less contact time with our team. We will still welcome you according to social distancing guidelines. Please forgive our not offering to shake hands and limiting our physical contact, so not helping with your luggage at this time.

In countries where it exists, we are also adopting and incorporating recommendations from national bodies such as Turisme de Portugal’s Clean & Safe protocol and Spain’s Ministry of Health good practice guide for the Hospitality Sector.

Cancellation policy flexibility

To deliver on our promise of supporting your travel plans during this global crisis, we have updated our policy as follows:

  1. If you have an existing direct booking with us, booked before 1st April 2020,  you can postpone your stay for up to 12 months from the date of check-in,
  2. If you have paid a deposit or made a payment, we can transfer it to any property in our portfolio free of charge for example if you prefer to stay at home this year and not travel abroad.
  3. For any new reservations for stays made using our Flexibility tariff between 1st May and before 1st December 2020, you can change your booking free of charge and cancel penalty-free up to 30 days before arrival. 

If you need to adjust a reservation made through another travel site, please contact them directly for assistance.

Stay Safe and see you soon.

Susan x

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