COVID-19 Statement
The safety and wellbeing of our guests, homeowners, and associates are a top priority for ABOVE Vacation Residences. We are monitoring the coronavirus (COVID-19) situation closely and listening carefully to the questions and concerns we receive from all people touched by ABOVE.
In response to the dynamic COVID-19 situation, we are taking actions to allow for more flexibility regarding your upcoming travel and deploying heightened housekeeping methods.
Cancellation Requests
COVID-19 has created an unprecedented situation. We recognize our dual responsibility to both guests and homeowners during these difficult times. On the other side of every refund request is a homeowner—another person who is also experiencing hardship. Reservation agreements help homeowners pay for expenses like mortgages, maintenance, utility bills, and support their families. Many homeowners are facing multiple cancellations due to the uncertainty created by COVID-19.
We remain dedicated to finding win-win solutions and doing the right thing for the concerns of our guests, homeowners, and associates.
We continue to strongly recommend travel insurance, including policies that cover cancellations for any reason.
Existing Reservations
If a guest chooses not to cancel their booking and pays in full 45 days before check-in, 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 should contact their booking provider for information on their policies and 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.
Arrivals before May 31, 2020: Any reservation can be changed or cancelled at no charge up to 30 days before your scheduled arrival. Standard cancellation policy applies within 30 days.
Arrivals after June 1, 2020: Our standard cancellation policy applies. 30% of the booking will be charged for any reservation cancelling more than 45 days before arrival, and 100% of the booking will be charged for any reservation cancelling within 45 days of arrival.
All new reservations include this statement: 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 and non-changeable even in the event COVID-19 spreads. 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 this confirmation for a full refund.
COVID-19 Enhanced Safety and Cleaning
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.
Pre-Arrival Cleaning
As part of our pre-arrival process for the coming months, our housekeeping team will 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 has been a brand standard at ABOVE.
During Your Stay
Our concierge team will coordinate with you ahead of time to confirm the level of contact you would like with our staff during your 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.
Deliveries
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
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.