FLEXIBLE COVID-19 BOOKING TERMS

THIS COVID-19 POLICY APPLIES TO ALL BOOKINGS MADE AFTER THE 23RD FEBRUARY 2021 ONLY THAT ARE IMACTED BUT CIRCUMSTANCES RELATED TO COVID-19 ONLY SUCH AS GOVERNMENT LOCKDOWNS.

 

STANDARD CANCELLATIONS NOT RELATED TO COVID-19 ARE SUBJECT TO OUR STANDARD BOOKING TERMS & CONDITIONS. 

You will be eligible to amend the dates of your booking if you are unable to travel on your check-in date for any of the reasons specified below.

  1. If a person you have named on your guest agreement as staying at your Otway Retreats accommodation has been infected with COVID-19 (certified medical certificate or letter from Doctor required before approval);

  2. If you are in Australia and government restrictions prevent you from travelling to your booked destination.

  3. If you are in Australia and government restrictions require you to quarantine on arrival at your destination or on return home.

What do I do if I need to change or cancel my booking due to Coronavirus (COVID-19)?

We require more than 5 days notice for any cancellation requests due to Covid - cancellation requests made within 5 days of your planned travel are not guaranteed to be approved and will be considered on a case by case basis.

In the event that your trip is disrupted by the coronavirus, please complete a request to cancel your booking via email (hello@otwayretreats.com.au) as soon as possible to:

  1. Complete a change of date for future travel to the same property booked within 12 months from the date your original trip was due to commence, your request will need to include your proposed new dates so we can adjust your booking immediately on approval. Please note: A fee of $75 will apply to change in dates and additional charges will also apply if the new dates selected incur a higher booking price. The booking must be equal or higher value - we cannot issue refunds if your new dates incur cheaper rates. 

  2. Cancel your booking and claim a full refund from your travel insurance company. Otway Retreats will supply you with the necessary paperwork to assist you to file a claim. Not all insurance companies will cover out-of-pocket expenses incurred from a pandemic, and there are varying conditions and eligibility criteria that will determine whether this option is available to you. Please contact your insurer to confirm if this option is possible. (Note that a change in dates will not be provided to you in the event that you have claimed a refund from your insurer). Please note no monetary refund can be issued if this options is selected as your loss will be covered by your insurer.

Please note - if your booking has commenced and no action is taken, we cannot cancel or amend your booking, it is important that resolution is completed prior to the commencement of your booking which is 3pm on your check in date. 

For booking changes and cancellations not related to COVID-19, our standard Booking Terms & Conditions will apply. For all bookings made via Airbnb/HomeAway, the policies applied to those bookings will apply. This policy ONLY applies to bookings made directly with Otway Retreats via our website.