We have put together the following FAQ’s to answer questions you may have. Please let us know how you would like to proceed with your current booking.
Are you providing refunds on bookings?
We are providing all guests a travel credit equal to full value of their payment to use any time during the next 12 months. We are sorry but we are unable to provide refunds.
I’m really having it tough at the moment – can’t you make an exception?
We are very sorry, but just like you and most of the country, we are all having it tough at the moment too. We are a small family business and this is our only source of income. Our bookings have dropped to zero and like many other businesses we are struggling to survive. We have staff to support who have their own families to look after.
What happens if I choose to cancel my booking?
As per our terms and conditions, if you wish to cancel your booking, the cancellation policy of the website you booked with will apply without exception. As our reservation confirmation email and rental agreement mentioned, we had advised all guests to take out travel insurance to protect themselves from the financial impact of cancellation.
I do not wish to have a travel credit – what will I get back if I cancel?
The amount that is refunded to you will depend upon the cancellation policy of the website you booked with and your dates of travel, but at a minimum you will receive a refund of the cleaning fees. Please contact the website you booked with for exact details of the payout amount.
If you still wish to cancel and have booked through Airbnb, VRBO, Booking.com, Expedia, etc., please submit a cancellation request through those websites. If you booked directly with us we will cancel your booking upon your confirmation via email.
Why are you not refunding me?
Think of it as a run on the bank. If everyone takes out their money at the same time, the bank is sure to go under. Similar situation with other businesses. If we cancel and refund everyone, we are sure to go under and nine of our co-workers and their families will be hugely impacted. We have adopted airline and hotel industry disaster response guidelines, which is no fee, full credit refund on account to be used within the next one year.
Can I pick dates beyond 12 Months?
No. We feel 12 months is a sufficient period to select dates from.
How do I arrange to reschedule my dates?
1. Identify the dates you would like.
2. Advise us of the dates via email.
3. We will process your dates and send you a reservation confirmation.