Have your travel plans changed? So have our policies

Here at Century 21 SouthCoast understand there is a large amount of hesitation in relation to travelling during the COVID-19 pandemic and we are here to support our clients as much as possible. We have implemented enhance cleaning practices, additional safety precautions and we are offering our guests extra flexibility for all bookings, so they can book with confidence.

To help you understand all the changes we’ve made, we have compiled a list of facts that will help you know where your booking stands, what policies and procedures we have in place, what you should do prior to booking and answer any other frequently asked questions we are asked in relation to Corona-virus.

Since the World Health Organisation (WHO) declared the pandemic and the Australian and South Australian Governments placed restrictions in place our policies have had to change to reflect the ever-changing travel industry. Our company has undergone further training in cleaning with infectious diseases, adopted additional safety precautions and completed tourism-based qualifications in COVID-19 cleaning. We respect that many of our clients lives have changed and we will be continuing to provide our accommodation and services in the safest conditions we are able to provide.

Given the exceptional circumstances we currently face, we are offering our guests extra flexibility and support for all bookings, so they can book with confidence.

1. Change of dates
Our guests can defer their booking to a later date within a 12-month window from the original booking period. This can be done anytime up to 14 days prior to their arrival date.

• Only one date change is allowed, however a guest may bring their new dates forward to arrive sooner than the dates they originally deferred to
• Any existing payments will continue to be held in trust, acting as a credit for the new booking dates
• If the new dates are within a different season or the length of stay is longer, the credit from your previous dates will be applied and the balance will be payable as per our standard payment policy
• Should the guest be unable to proceed with their deferred booking the standard cancellation policy will apply

2. Cancellation
For those who do not wish to defer their dates, we have flexible cancellation options.
For our guests who cancel,

• At least 30 days prior to your check-in date, they'll receive a 100% refund of the total booking amount
• Between 30 and 14 days prior to your check-in date, they'll receive a refund of 50% of the total booking amount.
• After that, unfortunately no refunds

*Please note, for bookings placed via an online marketplace (e.g., Airbnb, VRBO, Booking.com), the third party may elect to keep their service fee. In this instance, this will be deducted from the guests refund. Additionally, for Airbnb bookings service fees for stays are not refundable if:
• The guest cancels after the reservation’s free refund period ends,
• The guest has made another reservation with overlapping dates (this prevents double-booking), or
• The guest has cancelled more than 3 times in the last 12 months.

We highly recommend that you review local travel recommendations and restrictions for South Australia in addition to any advice provided by the World Health Organisation.
Please ensure you familiarise yourself with our cancellation policy in the unfortunate event you have to cancel.
We suggest you consider purchasing travel insurance which might provide you with coverage for illness due to COVID-19 and not allowed to travel. We do not endorse any insurance provider and suggest you carefully consider any policies terms and conditions before purchasing a policy.

Prior to your arrival we ask that the person who has made the booking complete our booking declaration about your travel party and COVID-19 disclosures. We ask that you list the names of all guests that are to stay at the property, your type of travel party, and answer a series of questions about your recent travels through other states/countries and your current covid-19 contact and health status. This will assist us in providing necessary assistance to contact tracing should a confirmed case be detected at the home near your stay dates.

At departure we do ask that guests disclose to us if anyone has been unwell at the property or if they are pending a COVID-19 test result. This will ensure that our housekeeping team are equipped to effectively clean after the departure and there is sufficient time to clean the home before the next guests arrival.

We completely understand that many of our travelers are coming from states and territories where 14 day self-isolation conditions apply. We still welcome you to travel and stay with us if this is the case. It is just asked that you make us aware that this is the case and we will make special arrangements with you to collect the keys from a certain location, rather than a face to face key collection from our office (if applicable) and all paperwork is completed digitally prior to arrival.

Yes. Our office is still open. However, please note in stages of higher restrictions our office may be operating with smaller teams on site - with the majority of staff working remotely to lower the risk of spreading COVID-19. This will not affect your booking and alternative key collection arrangements will be made if we are unable to be open.