COVID-19 and PetLet

Like everyone, we are trying to move as quickly as we can 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 mess.

We are monitoring the shifts in policy throughout the day and keeping up with developments in the accommodation industry, particularly via our colleagues in Europe who are at the coal face. We are also staying up to date on research around COVID-19 and what that means for the safety of our guests and cleaners.

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 rigorously 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 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 increased flexibility for all bookings until 31 May 2020, regardless of when they were booked.

Instead of a cancellation or rescheduling being dependent on your original dates being rebooked (as per the terms and conditions of your booking), we are offering you 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. We are all going to need a holiday when this is over!

If you can no longer travel or would prefer not to, please email us at [email protected] and cancel your dates. 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 right now! When you are ready to rebook, just email or call us.

For guests that 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 even though none of us saw this coming. 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 overseas 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) Has 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 and block a property for two days after guests have stayed that may have had exposure, thus protecting our team and future guests.

We have been unable to get supplies of hand sanitiser and are running very low on supplies like paper towels, toilet paper and anti-bacterial hand wash. If you are able to bring your own stocks, that would be much appreciated! Though we totally understand that you will probably have limited supplies also. Please do not remove any cleaning or toilet paper from the property when you leave.  

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).

Going Forward

The situation is changing rapidly. As we have updates, we will post it here.