COVID-19 and PetLet
Like everyone, we have tried to adjust to the changing circumstances posed by COVID-19. Of course, our priority is the health and wellbeing of guests, our PetLet team (particularly cleaners) and homeowners. We know some of you will be hit super hard by this virus in so many ways and we feel for you! We are all doing the best we can to get through this crazy time.
Updated Cleaning Standards
We’re maintaining our existing high standards of cleanliness and have provided additional instructions to our cleaning teams about specific disinfection techniques for COVID-19. All spaces will be cleaned with a focus on disinfecting high-touch surfaces such as remote controls, light switches, and door handles. We’ve also instructed cleaners in self-protection through best-practices like masks, washing hands and wearing rubber gloves.
Fortunately, all of our spaces also have either digital or key safe entry, which limits personal interaction during stays and lets you access your holiday home directly.
Changing or Cancelling a Booking
During these uncertain times, we’ve changed our cancellation policy.
Instead of a cancellation or rescheduling being dependent on your original dates being rebooked (as per the terms and conditions of your booking), if you are not permitted to travel due to COVID 19 lockdowns, you will receive a credit to the value you have paid to date, towards a booking of the same or higher value, at the same property, to be taken in the next 12 months.
If you have to cancel, please email us at stay [@] petlet.net.au. You can rebook for different dates immediately or we will hold that credit for you until you are ready to book. We get that it’s hard to predict the future at the best of times, let alone during a lockdown! When you are ready to rebook, just look for suitable dates on our website and then email us.
For guests who took out travel insurance to protect their holiday (whether through us or another company), thank you! We appreciate that you attempted to cover the risk of your trip. We will do whatever we can to assist you with your claim. If that claim is rejected, we’ve got your back! If you prefer a refund to a 12 month credit, we will do that in appreciation. Send us through the claim refusal notice and we will take care of the refund for you.
If you are experiencing financial hardship as a direct result of COVID-19 (eg you or a family member have been stood down, been retrenched or had your hours cut significantly), we understand you may need a refund rather than a credit at this difficult time. Please send us some documents to support that, and we will provide you with a full refund.
For Our Arriving Guests
To help us ensure a safe environment for our guests and our team, please tell us if you or any guest staying or visiting the property has:
1) Been in a hotspot area in the past 14 days or had contact with someone who has.
2) Been tested for COVID-19 or been in contact with someone who has.
3) Any symptoms of illness such as runny nose, sore throat, cough, fever or difficulty breathing (or develops those symptoms within 48 hours of leaving the property).
We appreciate your assistance with this. Of course, we are practicing universal precautions with all cleans. But this information will enable us to be extra cautious, thus protecting our team and future guests.
Please remember to wash your hands regularly and thoroughly throughout your stay and to practice social distancing with non-family members (maintain a 1.5 metre distance).