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BEACH STAY PRAA SANDS COVID-19 POLICY

Recent events have been impacting the travel industry. We’ve been monitoring this closely and have been making changes to how we work for several weeks now but with travel bans now widely in place we want to ensure you our guests can rest assured we want to look after you.

During this time we are finding the volume of enquiries far far greater than normal and whilst we always aim to be quick to respond we are currently anticipating a 48 hour response period for all enquiries. If you are staying with us and your enquiry is urgent you must leave a voicemail if there is no answer, we will call you back as soon as we can as a priority.

We have introduced the following company policy to recognise this extenuating circumstance. A number of our guests have booked via Online Travel Agents such as AirBnB and HomeAway, your policies may be different, please see below.

CANCELLATIONS

– All bookings arriving before the 30th April 2020 may cancel and receive a credit for the value of their booking/payments. Cancellations must be made 48 hours in advance of arrival with written notice to hello@beachstayspraasands.co.uk.

– All bookings arriving after the 30th April 2020 we ask you to bear with us whilst we see how the situation develops. We will continue to update this page and notify you of any changes to our cancellation policies.

SERVICING, HYGIENE AND CLEANING

To ensure the wellbeing of our guests, staff and contractors if you or any of your party are showing symptoms as described by the UK Government Advice you must not enter the property. If we believe you used the property for self-isolating purposes you may be charged reasonable deep cleaning costs.
– If you have reason to be believe you were infected during a recent or current stay please let our team know asap so we can take reasonable precautions.
– Our team have increased procedures in place and we will continue to monitor our housekeeping regimes to ensure cleaning standards are extremely high and potential areas of infection are cleaned carefully. We are also asking our team to be vigilant around any symptoms and to self isolate where required.

CUSTOMER SERVICE

Our customer service team is now working remotely with the main telephone lines being diverted, this does mean only one call can be taken at a time but we feel this is a sensible precaution. We are working 14 hour days to try and keep on top of demand, you may receive call backs outside of normal office hours for example.

We will always provide the best advice we can and we are doing our utmost to plan contingencies but please remember this is an unprecedented situation that is constantly evolving.

HOMEAWAY & AIRBNB BOOKINGS

If you have booked via an alternative channel such as HomeAway or AirBnB your cancellation terms and other policies may be different to the above. Please contact the relevant sites for more information and if you require any assistance please message us through the respective messaging boards.

AirBnB COVID-19 Policy – https://www.airbnb.co.uk/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid19

HomeAway COVID-19 Policy – https://help.homeaway.co.uk/articles/What-can-I-do-if-my-reservation-is-affected-by-the-Coronavirus