COVID-19 Vacationing Guest FAQs
COVID-19 Vacationing Guest FAQs
I have a reservation with an arrival date that falls within the Stay at Home Order dates (between March 28, 2020 through April 30, 2020). What are the cancellation terms? Can I cancel and receive a full refund? Can I postpone my stay?
Anyone due to check in Saturday, March 28th through April 30th has the option to postpone their reservation to a later date in 2020 or 2021. If you are unable to postpone your reservation, refunds will ONLY be processed once your arrival date has passed. Please allow for at least 30 days from the start of the refund process to receive your refund. We will closely monitor updates from the Governor and local officials. Our hopes are this ban will be lifted and you will be able to vacation on your originally booked dates.
Are there special terms and conditions for postponing my reservation?
Yes. Credit may be applied to a reservation with an arrival date up to one (1) year after the original reservation. All credits should be applied to a rescheduled reservation no later than December 31, 2020 – After this timeframe, the credit amount is forfeited. All rescheduled reservations are considered non-refundable, no matter the cause. After dates are rescheduled, no further dates changes may be made. Rescheduled booking(s) should be in the same property as originally reserved in order for credit to be applied. If you opt for a more costly rental week, the new rental rate applies and the remainder of funds will be due. We recommend all guests purchase travel insurance.
If I purchased travel insurance will it be refunded if I chose to receive a refund for my stay?
Your trip insurance, if purchased, will be credited back to you with the remainder of your refund. Please allow for at least 30 days from the start of the refund process to receive your refund in full.
If I purchased travel insurance and I chose to postpone my stay, will I be able to transfer my policy to the new reservation?
Your trip insurance, if purchased, will be transferred to your new reservation. If you opt for a more costly rental week, the new travel insurance rate applies and the remainder of the funds will be due.
If I have chosen to be refunded and my arrival date has passed, how long will it take to receive my refund? How will it be refunded?
Funds will be returned via the method of payment you used at booking. For example, you will receive your refund to the credit card or debit card used at booking or we will send you a check if you paid by check or eCheck/ACH. For those receiving refunds, please allow at least 30 days from the start of your refund process to receive your refund.
Why will it take up to 30 days to receive my refund?
Advance disbursement of up to 50% of the base rents have been paid to the Owner of your rental property prior to occupancy. We must recoup those funds from the Owner prior to refunding. There is also an influx of refund requests that our accounting department is handling. With limited staff, there is a prolonged timeframe for processing refunds.
I have a reservation with an arrival date after April 30, 2020. Can I postpone my stay or receive a refund?
At this time, we are focusing on reservations arriving between March 27, 2020 through April 30, 2020. We ask that you please reach back out to us at a later date as our hopes are this ban will be lifted and you will be able to vacation on your originally booked dates. You may place your reservation back on the rental market to be re-rented on our cancel/re-rent program by emailing our accounting department. Under the cancel/re-rent program, all monies paid will be forfeited unless the property is re-rented for the entire cancelled period and for the original rental amount.
Will Bluewater charge me a cancellation or move fee if I chose to cancel or postpone my stay?
We understand the difficulties our guests are all facing during this pandemic and Bluewater is waiving our normal $250 cancellation or move fee at this time.
