SH

For topics that are specific to Spain, please go here.
volcano
Posts: 84
Joined: Mon Mar 04, 2013 10:24 am
Location: Lanzarote

SH

Post by volcano »

Morning all
Got this mail today from SH:
Dear Homeowners and Rental Managers,

Firstly the team at Spain-Holiday.com hopes that you and your loved ones are healthy, safe and well. We would like to thank you for your understanding and patience during this unprecedented time. We want you to know that we are listening to your concerns and needs and that they are at the forefront of every action we are taking.

Many of you have been in contact with us already, asking for advice about what to do when a guest cancels their booking during the pandemic. We have not sent a newsletter prior to this as we were offering personalised assistance to those who had emailed or called us directly, as well as due to the dynamics of the situation.

Our advice to you is to be flexible and understand that these circumstances are beyond anyone’s control. This is a global issue, but it is only temporary.

We strongly advise you to be understanding towards guests so they will return to you and make a booking when they are able to do so.

We are extremely confident that tourism will return stronger than ever when we are out of these circumstances. Therefore, where possible, we advise you to offer your guests with bookings in March and April to re-book in September and October, or even next year. If this is not possible, offer them a refund. This is what we are offering at the moment to all of our guests who booked with us through the commission model, with the arrival date up until the 12th of April.

We are doing this to give the best possible service to our guests during this time and to retain them as customers on our platform for when the travel restrictions have been lifted. This is also what other holiday rental platforms and airlines are doing.
Bookings with an arrival date later than the 12th of April are subject to the normal cancellation policies made with a booking. However, if lockdowns continue to be imposed and the travel restrictions remain, we may need to extend this period.

We understand the economic impact this may have on you. For this, the Spanish government has offered financial help, and we encourage you to contact your local gestor or accountant to see if there is something they can do for you concerning a loss of income.

We would like to reinforce the positive message that this situation is only temporary and we believe that focusing on offering the best possible service to your guests is essential for your customer retention.

We also encourage you to make sure your adverts are up to date with high-quality photos and attractive prices for the summer.
Let's combat this crisis together, people live for travelling and our guests will return when things go back to normal.
Stay safe

All the best,


Your Spain-Holiday team