Our Commitment To You

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Flexible cancellation policies

In light of the uncertainties around the current travel situation, we are working closely with our suppliers and villa owners across the globe to create flexible terms and cancellation policies wherever possible. For most new bookings (since July 1, 2020), for travel in 2020 our final payment deadline has been cut to 60 days prior to departure, and you will be able to change or cancel your reservation up to 30 days prior to departure for Covid-19 related reasons and receive a future travel credit (some exceptions apply in specific destinations and during peak periods - please contact our Experience Managers for details).

Delivering a safe experience

Our top priority is always to ensure that our guests enjoy unparalleled vacation experiences in a safe environment. We have been working closely with our suppliers across the globe to implement the new global protocols and guidelines set out by the World Travel & Tourism Council (WTTC), WHO, and CDC. Across the company, we have adopted (and been certified by) the WTTC Safe Travel protocol for short term rentals, with a dedicated focus on enhanced sanitation, disinfection and deep cleaning practices as well as new guest service and communication practices.

Measures Include:

Selecting disinfecting products recommended by health authorities
Providing guidance to the cleaning team with a specific focus on high-frequency touch-points within the property, including bedrooms, common areas, washrooms and kitchens, including cutlery and utensil sanitization, where applicable.
Enhancing the cleaning frequency as appropriate.
Providing guests with the ability to opt-out of accommodation cleaning service during their stay.
Providing guests with recommended physical distancing etiquette.
Providing sanitation stations to guests with alcohol-based or hypochlorous acid water hand sanitizer
Encouraging routine and proper hand-washing, providing paper towels if possible
Encouraging the use of personal protective items such as disposable gloves, aprons, gowns or facial coverings for staff.
Implement guest processes relating to information sharing and physical distancing.
Direct guests, in advance of arrival, to pre-arrival health self-declaration where required

Escape the crowds Additional Private Services

The cornerstone of our service has always been our ability to provide fully customized private experiences to our guests. To help provide complete peace of mind during this time we are pleased to offer additional bespoke services to help you escape the crowds, from private air travel and airport transfers to private cultural tours and comprehensive pre stay grocery delivery services. We will do whatever it takes to make sure you are comfortable and safe during your trip - all you have to do is pack your bags and let us take care of the little details.

Our new partner, Medjet offers travellers peace of mind

Medical Evacuation InsuranceMedjet can get you home

We've partnered with Medjet, the premier global air-medical transport and travel security membership program for travelers. If you are hospitalized 150 miles or more from home, Medjet will arrange air medical transport back to a hospital of choice in your home country — regardless of medical necessity — and at no cost besides your membership fee. Medjet is now providing air medical transport for hospitalized COVID-19 patients traveling in the contiguous United States, Canada, Mexico and the Caribbean Islands. They offer a reliable and affordable path back to the care of the doctors you trust, where your family members can be by your side.

Learn more

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