17 Apr 2020
COVID-19 RELATED Q&A
Q: What happens if the visitor access restrictions are not lifted prior to my arrival?
A: In the case that local visitor access restrictions are not lifted by 14 days prior to your arrival, we ask that you please contact us via email at firstname.lastname@example.org or by phone/text to: 800-635-1559 to discuss your options to transfer dates or cancel your reservation.
Q: What are you guys doing about the Coronavirus?
A: We are actively monitoring national and local government information and providing up to date feedback to our guests and owners. We are currently experiencing high call-volume and are operating with a limited staff so we urge you to contact us with any questions to email@example.com, please reference your reservation number, property ID, and stay dates (if applicable) and be as detailed as possible in your request.
Q: Are visitors able to access the Outer Banks right now?
A: No. Currently, Dare County, including Currituck Outer Banks, continues to restrict all visitors and non-resident property owners from accessing the Outer Banks - both inbound bridges are closed. The NC restrictions are due to expire on April 30th and will come under review at that time. The proposed opening date may be extended beyond the restriction deadline.
Q: What if Dare County visitor access restrictions remain in effect for my arrival?
A: If visitor access restrictions are still in effect within 14 days of your arrival, you should contact us at firstname.lastname@example.org to discuss your options for transferring dates or cancellation.
Q: What if I need to cancel now but my vacation is not within 14 days of arrival?
A: If you purchased travel insurance and you have a covered reason for cancellation, please submit your cancellation to us in writing (email@example.com) and file a claim with your travel insurance provider. If your reason for cancellation is not covered by travel insurance or you did not purchase travel insurance, our general cancellation policy will apply. Please review below or refer to your lease agreement:
In cases of cancellation, the cancellation must be in writing (email: firstname.lastname@example.org). In order to advertise the property available for re-rent, the rental amount must be paid in full. No refund of rents will be made until the canceled period is re-rented and confirmed. If the canceled period cannot be re-rented, no money will be returned. If the canceled period is re-rented, any rent monies paid will be refunded to you, less a $100 cancellation fee and our non-refundable processing fee, plus any insurance fees paid.
Q: Why are you requesting guests to wait until 14 days from arrival?
A: Simply because we do not know when the current visitor restrictions will be lifted and we are operating with a limited staff.
Q: What if the OBX visitor restrictions are lifted but my state is still under a Stay At Home order?
A: You may have the option to transfer dates, subject to owner approval. Otherwise, our general cancellation policy will apply.
Q: What if I make a booking now and I am unable to access the Outer Banks due to local visitor access restrictions?
A: We are applying our deferred payment policy for new reservations. See details below:
***Special COVID-19 Payment Terms: Reservations created between 4/14/20 and 5/1/20 for arrivals between 5/31/20 - 8/31/20 are applied to our deferred payment policy in which initial payment will be due on 5/1/20 or later* (*if local visitor access restrictions are still in place on 5/1/20, initial payment will be due within 48 hours after visitor restrictions are lifted). Final Payment is due 30 days prior to arrival.
Q: Are additional steps being taken to clean and disinfect rental homes?
A: Housekeeping and home preparation continue to be our primary focus. Efforts before and after every guest arrival/departure are being made to disinfect and sanitize the home. Please watch this video or read more here.
If you have purchased travel insurance and you need to cancel your reservation, please contact us at email@example.com and file a claim with your travel insurance provider. If you did not purchase travel insurance and you need to cancel for a reservation outside of 14 days prior to arrival, our standard cancellation procedures will apply. Please see below or refer to your lease agreement.
Q: What will travel insurance cover?
A: Please refer you to your Travel Insurance provider but we are not authorized to explain coverage details. However, Please be aware that they are experiencing a high volume of calls and you may find the information you’re looking for on their website.
Purchased travel insurance prior to 3/1/20:
Red Sky 1-866-889-7409
Purchased travel insurance after 3/1/20:
Travel Guard 1-800-826-5248
Q: Is temporary job-loss covered by travel insurance?
A: Please refer to your travel insurance provider. See above.
Q: What happens if I or someone in my traveling group gets Coronavirus and receives Doctor’s orders not to travel?
A: Please file a claim with your travel insurance provider.
Q: Can I still add travel insurance to my reservation?
A: At this time, we are advising all guests that are eligible to add travel insurance to contact Travel Guard directly for details regarding the coverage that is offered under these circumstances. Please keep in mind that Travel insurance must be added within 30 days of arrival or prior to making your final payment.
Q: Where can I find the latest Dare County official updates?
A: For up to date information on the latest Dare County restriction guidelines, please visit: https://www.darenc.com/departments/emergency-management