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From the on-set of COVID19 in North America, the majority of all travel companies, airlines, hotels, are offering deferred travel or travel credits for future use for guests impacted by COVID19. AirBNB, VRBO and other online booking agencies are offering full refunds.
What we have been doing and will continue to do on a case by case basis, will be to implement the Unique Circumstance Policy for COVID19.
What is the Unique Circumstance Policy for COVID19 and what is the process?
- Guests submit their request for a cancellation.
- Upon review we determine if their travel is indeed impacted by COVID19.
- If the booking is greater than 60 days prior to arrival, they guest may cancel but they are encouraged to reselect dates for the future. 2021-2022
- If the booking is less than 60 days prior to arrive, the guest is reminded of the 60 day cancellation policy and are offered a chance to reselect dates in 2021 or 2022.
This is not the first time the travel industry has been impacted by this sort of situation. Companies that gained and retained customers were those that worked with their guests through these difficult types of situations. Thankfully throughout the last 6 months, our percentage of retaining or saving bookings from cancellation is still well over 80%.
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