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Dear Property Partners,
As you know the vacational rental industry is been greatly impacted - affected by the COVID-19 pandemic in the last months and it may continue for an unpredictable amount of time.
Everyone is taking safety measures in order to keep offering the best service to our guests.
According to what we are hearing in the worldwide vacation rental industry and experiencing in recent days, we have found that some online companies are more for interested in the “guest resolution” than a balance between guests resolutions and property owners. These "resolutions” are without respect for / or involving the property owners in the decisions they are making and ultimately forcing on to property owners. As we all know, one does not work without the other. Guests need property owners, and property owners need guests. It is a fine balance of trust and respect.
Currently due to the inconstancy of AirBnB, we as a company have ceased all bookings via their platform. We have numerous property owners that have not been paid for valid bookings or refunds due to cancellations and some payments are months past due. Their “cancel any booking" or guest that talks about COVID19, is greatly impacting the availability calendars and causing units to sit empty due to last minute cancellations.
PVRPV has decided to remove our account from Airbnb for the time being. AirBNB decided to cancel all of our reservations with them without informing us, without consulation and without the opportunity to work with the guests to save the reservations impacted by their cancellations. This has left many guests that had future bookings and guests that wish to travel without reservations.
Many other boutique agencies experiencing the same or similar scenarios as we are with AirBNB, question whether or not, many of these “Mega online booking sites” will weather the economical storm COVID19 has caused. In public announcements they have indicated and reported losses in the last 6 weeks equivalent to the first 12 years it took them to build their platform.
While we await on a resolution from AirBNB, our Customer Service Team and Vacation Experts are working with clients to move dates to the future so guests can avoid losing their opportunity to experience Puerto Vallarta. This process is delicate and very time consuming but essential to save property owners from having reimburse the guests.
For the reservations and guests that were affected by the decision of AirBNB, we are working to contact them and re-book them directly with us.
We remain dedicated to you and your guests through these difficult times. We thank you for patience and understanding. Your business is greatly appreciated in times when many in Mexico are unemployed and suffering. Your continued support and faithfulness to PVRPV keeps as many staff as possible employed and food on their tables.
Your Property Partners, the PVRPV team
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