COVID-19 Policies

COVID-19 GUEST PROTECTION POLICIES

Paradise Retreats’ mission is to provide our Guests with exceptional vacation experiences.  We understand that COVID-19 has caused legitimate concern by Guests about their health & safety during their stay.

To ensure that our properties are safe for our Guests, we have developed the following policies & procedures to minimize risks to our Guests caused by COVID-19.

Property Cleaning & Sterilization Procedures\

• We provide the U.S. Center for Disease Control and Prevention (CDC) hygiene & safety guidelines to every staff member.
• Using the guidelines & recommendations from the CDC, we have updated our cleaning & disinfecting checklist for housekeepers and staff. Upon request, this comprehensive, detailed, and lengthy(!) checklist will be provided to Guests.
• We have implemented the “Follow the Wall” cleaning method to ensure all areas of the properties are disinfected & sanitized. Special attention is given to frequently touched surfaces such as doorknobs, railings, switches, appliances, remote control units, etc.
• We use CDC-recommended cleaning solutions & disinfectants. We ensure that housekeepers are trained on how to use these products to ensure maximum effectiveness.
• All linens are washed in the highest temperature water available with either a bleach cleaning solution, or an EPA/CDC recommended sanitizing solution.
• All staff are provided Personal Protective Equipment (PPE) to be used anytime they access a property. This includes (but is not limited to) hand sanitizer, disposable gloves, masks, eye protection, disinfecting solution, and microfiber towels (which help remove additional microbes from surfaces).
• We have put procedures in place to minimize physical contact between guests, staff, and other individuals.
• We have implemented procedures to maximize the “vacancy gap” between the departure of guests & Paradise Retreats’ staff and the arrival of new guests.

 

Safety Guidelines & Supplies Provided to Guests

• We e-mail arriving guests the CDC recommended hygiene & safety guidelines

Each property is stocked with the following items for Guests’ use:

• Masks (when supplies are available)
• Hand Sanitizer (when supplies are available)
• Cleaning Supplies
• Personal hygiene Items (Soaps, Shampoos, Conditioners)

 

Policies to Minimize Staff Interaction with Guests:

• Late check-outs & early check-ins shall be prohibited during the COVID-19 crisis. This policy ensures that our housekeeping staff has adequate time to perform thorough cleaning & sanitizing of each property.
• Our “Meet & Greets” (property orientations with arriving guests) will no longer be conducted in person. We will schedule the Meet & Greets to coordinate with Guests arrival at the property, and they will be conducted remotely using Facetime, Zoom, etc.
• Non-emergency property maintenance & repair projects will not be performed during Guest stays . Emergency repair projects will be coordinated with Guests to minimize (or eliminate) staff contact with Guests.
• Mid-Stay Cleanings (aka Daily Cleanings) will be coordinated with Guests to minimize (or eliminate) staff contact with Guests. Upon request (& only for reservations of less than 30 nights), mid-stay cleaning(s) may be cancelled, and the fee(s) paid for the mid-stay cleaning(s) will be applied towards the increased housekeeping costs incurred during the post check-out cleaning.

 

COVID-19 PAYMENT & CANCELLATION POLICIES

 

We understand that COVID-19 has caused legitimate concern by Guests about their options for payment & cancellation of their reservation.

We appreciate your understanding of our need to create policies that balance the needs not only of our Guests, but also of our Property Owners & Paradise Retreats.

 

PAYMENT DUE DATE POLICIES

STANDARD PAYMENT DUE DATE POLICIES:

For reference, please know that Paradise Retreats’ standard “payment due date” policies are:

 

• 25% of reservation total due at time of booking

 

 

• 75% of reservation total due 60-days prior to check-in.

 

 

Nonetheless, during the COVID-19 crisis, we have implemented the following new COVID-19 Payment Due Date policies.

 

NEW COVID-19 PAYMENT DUE DATE POLICIES:

 

COVID-19 Payment Due Date Policy #1

Booking Dates:  Prior to March 20, 2020

Check-In Dates:  Prior to September 1, 2020

 

• 25% of reservation total due at time of booking

 

 

• 75% of reservation total due 30-days prior to check-in.

 

 

COVID-19 Payment Due Date Policy #2

Booking Dates:  After March 20, 2020

Check-In Dates:  All check-in dates

The risks associated with the COVID-19 virus have been known publicly since announced by the World Health Organization on March 11, 2020.  Because of this, all reservations made after March 20, 2020 (regardless of check-in date) are subject to our standard payment due date policies:

 

• 25% of reservation total due at time of booking

 

 

• 75% of reservation total due 60-days prior to check-in.

 

 

RESERVATION CANCELLATION AND REBOOKING POLICIES

STANDARD CANCELLATION POLICY:

 

For reference, please know that Paradise Retreats has always had a strict cancellation policy, which does not allow for the refund of any reservation payments made.  To cover the risk of loss associated with unexpected cancellations, we always advise our Guests to purchase Travel Insurance.

 

Below is the current Paradise Retreats’ cancellation policy to which every Guest agrees when they sign our Reservation Agreement:

 

36. RESERVATION CANCELATIONS / EARLY DEPARTURE / ACTS OF GOD: All reservation cancelations shall result in the loss of the Reservation Fee that was paid by Guest to confirm the reservation.  If the reservation is paid in full, cancelations that are made within 60 days of the Arrival date will result in the loss of all funds.  If the reservation is paid in full, cancelations that are made prior to 60 days of the Arrival date, will result in the refund of all funds except the Reservation Fee.  Early departure for any reason including but not limited to complaints about the property, health issues caused by the property, acts of nature, inconveniences and/or disturbances does not warrant any refund of any amounts paid.  Neither Paradise Retreats nor the Property Owner shall be liable for events beyond their control which may interfere with Guest’s occupancy, including but not limited to Acts of God, acts of governmental agencies, fire, strikes, war, disease, health advisories, or inclement weather.  No representations or warranties are made with respect to any weather conditions.  No rebate or refund will be given in these circumstances.  In a natural disaster situation, Guest agrees to comply with instructions from Paradise Retreats, and from advisory statements from local emergency authorities.  Paradise Retreats recommends the purchase of Travel Insurance to mitigate unforeseen cancelation and loss of payments.

 

Nonetheless, during the COVID-19 crisis, we have implemented the following new COVID-19 cancellation policies.

 

NEW COVID-19 CANCELLATION POLICIES:

COVID-19 Cancellation Policy #1

Booking Dates:  Prior to March 20, 2020

Check-In Dates:  Through September 30, 2020

 

Option 1 (recommended):

Guests may cancel & rebook their reservation at the same property for a future date.

• Guests do not have to commit to their future dates at the time of their rebooking request.
• Any payments received will be credited towards the future reservation.
• Guests must book at the same property as the cancelled reservation
• New reservation dates must be within 12 months of cancelled reservation dates.
• Guests are not allowed to rebook to Holiday (Thanksgiving or Christmas) dates.

If you would like to rebook for a future stay at the property, please email our Guest Relations department:

EMAIL TO:  [email protected]

SUBJECT:  Reservation # – Guest Name – Requesting Rebook

BODY:        Please indicate the specifics of your request

 

Option 2:

Guests may cancel their reservation, however no refund will be given for any payments made

 

Special Circumstances

• Guests with Standard travel insurance (which only covers specified reasons) are not being covered by the COVID-19 reason and must opt for one of the 2 options above.

• Guests with Premium travel insurance (“Cancel for any Reason”) are being covered by the insurance company. These reservations will not be refunded by Paradise Retreats.

These guest have 2 options:

• Rebook the property per Option 1 above, or
• File a claim with the insurance company for a 60% refund that the Premium insurance covers.

NOTE:

• For more information on insurance coverage, please click the links above, or contact the insurance company directly:

833-610-0736 

• Guests who have already checked-in and who are requesting a refund for an early check-out are allowed to apply the unused rental rate of their stay to a future reservation per Option 1

 

COVID-19 Cancellation Policy #2

Booking Dates: Prior to March 20, 2020

Check-In Dates: After September 30, 2020

These reservations are subject to our Standard Cancellation Policy.

 

COVID-19 Cancellation Policy #3

Booking Dates:  After March 20, 2020

Check-In Dates:  All check-in dates

 

The risks associated with the COVID-19 virus have been known publicly since announced by the World Health Organization on March 11, 2020.

Because of this, all reservations made after March 20, 2020 (regardless of check-in date) are subject to our Standard Cancellation Policy.

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PARADISE RETREATS’ GUEST RELATIONS TEAM IS HERE TO HELP

 

Please contact us by email (especially if your check-in date is 60+ days in the future):

EMAIL TO: [email protected]

SUBJECT: Reservation # – Guest Name – Requesting (Rebook, Credit, or Refund)

BODY: Please indicate the specifics of your request

Or contact us by PHONE: 805-7275-1851 x1

Thank you in advance for understanding our need to create policies that balance the needs of Property Owners, Guests, and our company. We appreciate you working with us to minimize the negative effects of this crisis for all involved.

Sincerely,

Theo & Becky Kracke

CEO & CFO

Paradise Retreats

World Class Vacation Rentals