COVID-19 Statement

COVID-19 Updated: June 26, 2020

 

The safety and wellbeing of our guests, homeowners, and associates are a top priority for all of us at ABOVE Vacation Residences. In a fluid situation like these days, we ask for your patience and understanding as we strive to strike the right balance of compassion and care for all guests, homeowners, and associates of ABOVE.

 

We understand that you may be experiencing stress given the rapidly changing information on travel restrictions and cancelled or postponed public events. We want you to know that we are monitoring the coronavirus (COVID-19) situation closely, keeping those who are affected in our hearts, and are listening carefully to the questions and concerns we receive from all people touched by ABOVE.

 

In response to the dynamic coronavirus (COVID-19) situation, we would like to share actions ABOVE is taking to allow for more flexibility regarding your upcoming travel and heightened housekeeping methods deployed.

 

Cancellation Requests

COVID-19 has created an unprecedented situation, and ABOVE wants to emphasize that we truly feel for those who cannot travel at this time. It is important for us to make sure guests know they won't lose the value of their reservation. However, as a property management company, we must balance the needs of multiple stakeholders.

 

Please know that on the other side of every refund request of a non-refundable booking is a homeowner-another person who is also experiencing a hardship. The reservation agreement entered into by guests helps them pay for expenses like a mortgage, maintenance, utility bills, and their families. Many of these homeowners are potentially facing multiple cancellations in light of the uncertainty created by COVID-19. 

 

We recognize our dual responsibility to both guests and homeowners during these difficult times. We remain dedicated to finding the win-win solutions, and doing the right thing for the concerns of our guests, homeowners, and our associates. 

 

 

Cancellations and Credits Toward a Future Stay/Credit Towards a Future Stay for Reservations Made Prior to March 16, 2020

 

In light of continuing uncertainty around travel due to COVID-19, we have updated our non-refundable cancellation policy to add greater flexibility for our guests. Our policy is similar to major airlines and other hospitality brands, allowing for credits to be used toward stays up to 12 months in the future. This applies only to bookings booked prior March 16, 2020 prior to widespread knowledge of COVID-19.

 

  • Reservations 45 days or less from check-in:

 

If you have paid-in-full and want to cancel within 45 days of your check-in date, you will receive a full credit toward a future stay at the same home (subject to availability and rates for the future dates).

 

To receive your credit, you must cancel your reservation on or before your original check-in date, or May 31st, 2020, whichever comes first. 

 

You will have until November 1st, 2020, to rebook your stay using your credit, and can rebook your stay with a check-in date any time before May 31st, 2021.  

 

To use your credit to rebook, please call us at 844-227-7483.

 

  • Reservations more than 45 days from check-in:

 

ABOVE only collects a 50% non-refundable deposit. We are adopting the policy of making that deposit available as a credit toward a future stay. 

 

To receive your credit, you must cancel your reservation on or before your original check-in date, or June 1st, 2020, whichever comes first. 

 

You will have until November 1st, 2020, to rebook your stay using your credit, and can rebook your stay with a check-in date any time before May 31st, 2021. 

 

To use your credit to rebook, please call us at 844-227-7483.

 

  • Rate Guarantees for the Same Stay in 2021:

 

Just like prices for airline tickets and hotel rooms, our rates vary throughout the year. However, if a guest has paid in full for their reservation and wants to rebook the home for the same dates next year, we will guarantee the same pricing. 

 

Our property management system cannot do this automatically, so guests may not see this reflected at bookabove.com. This will require our team to manually work through, but no one will pay more for the same trip next year if you are booking with the same dates. 

 

  • Cancellation Policy for Re-bookings: 

 

Our flexible cancellation policy outlined above will not apply to re-bookings or new bookings made after March 16th, 2020. 

 

Due to the expensive nature with our reservations, we continue to strongly recommend travel insurance, including policies that cover cancellations for any reason. 

 

In addition, if a guest chooses not to cancel their booking according to the terms above, and pay for it in full at 45 days before check-in, please understand that no refunds or credits will be provided (according to the standard cancellation policy in the rental agreement).

 

Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.

 

 

New reservations for future travel:

 

As we are considered an essential business by the State of Texas providing residences in this crisis, we are here to help. Any reservation you make for arrival before May 31, 2020- can be changed or cancelled at no charge up to 30 days before your scheduled arrival. Standard cancellation policy applies within 30 days. 

 

All reservations made and set to arrive after June 1, 2020, our standard cancellation policy will apply. Our standard cancellation policy is 30% of the booking will be charged for any reservation cancelling more than 45 days to arrival, and 100% of the booking with be charged for any reservation cancelling within 45 days of arrival. 

 

Accompanying all new reservations has this statement given:

 

ON JANUARY 30, 2020, THE WORLD HEALTH ORGANIZATION (WHO) DECLARED A PUBLIC HEALTH EMERGENCY OF INTERNATIONAL CONCERN RELATED TO THE CURRENT OUTBREAK OF CORONAVIRUS DISEASE, KNOWN AS COVID-19. AS OF THE CREATION OF THIS NOTICE THERE HAVE BEEN NO POSITIVE TEST RESULTS FOR COVID-19 RECEIVED BY THE CITY OF AUSTIN PUBLIC HEALTH DEPARTMENT AND THE CITY OF AUSTIN IS TAKING PRECAUTIONS TO MINIMIZE THE RISK OF AN OUTBREAK IN THE CITY OF AUSTIN. HOWEVER, THERE ARE CONFIRMED CASES ACROSS THE UNITED STATES INCLUDING IN OTHER CITIES IN THE STATE OF TEXAS AND COVID-19 IS CONTINUING TO SPREAD TO MORE CITIES. BY BOOKING THIS RESERVATION YOU AGREE THAT YOU ARE AWARE OF THE RISKS OF COVID-19 AND UNDERSTAND AND AGREE THAT YOUR RESERVATION IS NON-REFUNDABLE, EVEN IN THE EVENT COVID-19 SPREADS TO THE CITY OF AUSTIN. YOU ARE MAKING THIS RESERVATION WITH FULL KNOWLEDGE AND AWARENESS OF THE HEALTH RISKS AND THE LIKELIHOOD THAT COVID-19 WILL CONTINUE TO SPREAD AND YOU SHALL BEAR ALL FINANCIAL RISKS, IN ACCORDANCE WITH OUR STANDARD TERMS AND CONDITIONS, SHOULD YOU DECIDE TO CANCEL YOUR RESERVATION FOR ANY REASON RELATED TO COVID-19. NOTWITHSTANDING THE FOREGOING YOU HAVE A LIMITED CANCELLATION OPTION TO CANCEL YOUR RESERVATION WITHIN 24 HOURS OF RECEIVING YOUR BOOKING CONFIRMATION FOR A FULL REFUND.

 

 

 

We are pleased to announce our Honor from ABOVE program providing substantially discounted rates for our heroes in blue. All our first responders, medical personnel, and those fighting on the front lines and serving our community are eligible for select homes with very few restrictions. Contact us directly to reserve an Honor from ABOVE rate. 

 

COVID-19 Enhanced Safety and Cleaning at all ABOVE Residences:

Unlike vacation home rental brokers, we manage and control our residence portfolio. This means we are uniquely able to establish, monitor, and enforce our own housekeeping protocols. Prior to the COVID-19 outbreak, our standards were best in class. The next time you arrive at an ABOVE residence, it will be more meticulously prepared than ever before, and then maintained consistent with your preferences throughout your stay. 

 

As part of our pre-arrival process for the coming months, our housekeeping team will now spend more time than before to comprehensively clean your home, complying with new guidelines from the CDC and WHO. This includes using approved disinfectant products and a more stringent regimen for cleaning high-traffic and common surfaces such as doorknobs, handles, countertops, and light switches. Before they finish, the team will stock the home with a supply of cleaning products, masks and gloves for your use. Our linens are always freshly laundered and all linens that touch you are cleaned per stay- blankets and comforters included. This is and always been a brand standard at ABOVE. 

 

In addition, our concierge team will coordinate with you ahead of times to confirm the level of contact you would like with our staff during our stay. You will be able to choose remote check-in, orientation, and/or checkout with your concierge, and as much or as little daily housekeeping as you prefer. When you would like housekeeping, or a visit from your House Manager, at your request the team will wear masks and gloves while in the home. 

 

We'll extend this same approach to your groceries and other residence deliveries. At your request, we will bring the goods inside for you or leave them on the doorstep. Either way, our team will wipe down all boxes, cans, and packaging, as well as rinse fruit and produce with cold water. Our goal with all of this is to provide the distinctive ABOVE care that is our hallmark, in the way that makes you feel most comfortable and safe.  

 

Committed to you- the only reason ABOVE exists.

While travel may temporarily be challenged, at ABOVE we believe in its enduring power to move us closer together and strive for that ultimate feeling of connection hardwired in all of us.

 

At all times, we remain grounded in our purpose, focused on our values, and steadfast in our commitment of welcoming all to our residences.

 

ABOVE thanks you for your support and your loyalty. We will keep you updated through this dynamic situation and can’t wait to welcome you at one of our luxury residences soon.