Policy: Corona Virus - COVID 19
Property Providers™ wanted to personally reach out to you during this time and let you know that our key priority is supporting you to live better. With this in mind, we want to give you confidence we are actively working to protect the health of all guests, property owners and our staff.
Here is what we are doing at a company-wide level to achieve these goals:
Health and Safety First:
All international guests coming into Australia from any country are now required to self-isolate on arrival for 14 days. This applies to everyone, even if you have no symptoms. Please follow the home isolation guidelines provided by NSW Health as penalties apply. International flights will continue to operate and there are no new rules or changes to domestic flights. We urge you to keep in touch with local Australian media as this advice may change at any time.
All homes are being deep cleaned after every check out, and we are taking precautionary measures for our cleaning teams’ safety. However, we cannot guarantee that all surfaces are sterilised and urge you to take your own precautions by following the WHO hygiene guidelines to maintain your personal safety.
In House Guests:
It’s important to anticipate that there may be some extensions to current bookings. We will give in house guests first right of refusal to extend.
Cancellations and Rearrangements:
We appreciate that many people are reconsidering their need to travel and may want to defer their arrival.
For owners who have confirmed guests arriving up until 1 June 2020, we are offering:
Owner Cancellations: If you decide you don’t want to offer your property and you cancel any confirmed guest booking within the next 7 days, we will only charge you 25% of our agency commission. It requires considerable resources to manage cancellations, so we’d appreciate your consideration to fulfil existing bookings during this time.
Guest Cancellations and Future Credits: If the guest decides to cancel their booking in your property, we will be refunding 75% of their booking value and will hold the remaining 25% in credit for a future booking. This credit is fully transferable to their friends or family.
New Bookings: taken from today or for existing bookings arriving after 1 June 2020, our standard change/cancellation terms apply for both owners and guests.
This policy is only applicable for bookings taken prior to the 16th of March 2020. For any bookings taken after the mentioned date, our normal cancellation terms will apply as customers are reposible for understanding their own travel restrictions during this period.
New Booking Availability:
We are still dealing with an influx of domestic bookings, so if you have any additional dates where your property is available, please let us know.
Our Commitment to Supporting You:
We’ll keep you updated on any new developments that could impact these plans. This may be a complex time for you, but we are here and ready to help.
Effective Until: June 1st, 2020.