COVID-19 Statement

The safety and wellbeing of our guests, homeowners, and associates are a top priority for all of us at ABOVE Vacation Residences. In a fluid situation like these days, we ask for your patience and understanding as we strive to strike the right balance of compassion and care for all guests, homeowners, and associates of ABOVE.

We understand that you may be experiencing stress given the rapidly changing information on travel restrictions and cancelled or postponed public events. We want you to know that we are monitoring the coronavirus (COVID-19) situation closely, keeping those who are affected in our hearts, and are listening carefully to the questions and concerns we receive from all people touched by ABOVE.

In response to the dynamic coronavirus (COVID-19) situation, we would like to share actions ABOVE is taking to allow for more flexibility regarding your upcoming travel and heightened housekeeping methods deployed.

Cancellation Requests

COVID-19 has created an unprecedented situation, and ABOVE wants to emphasize that we truly feel for those who cannot travel at this time. It is important for us to make sure guests know they won't lose the value of their reservation. However, as a property management company, we must balance the needs of multiple stakeholders.

Please know that on the other side of every refund request of a non-refundable booking is a homeowner-another person who is also experiencing a hardship. The reservation agreement entered into by guests helps them pay for expenses like a mortgage, maintenance, utility bills, and their families. Many of these homeowners are potentially facing multiple cancellations in light of the uncertainty created by COVID-19. 

We recognize our dual responsibility to both guests and homeowners during these difficult times. We remain dedicated to finding the win-win solutions, and doing the right thing for the concerns of our guests, homeowners, and our associates. 

Due to the expensive nature with our reservations, we continue to strongly recommend travel insurance, including policies that cover cancellations for any reason. 

In addition, if a guest chooses not to cancel their booking according to the terms above, and pay for it in full at 45 days before check-in, please understand that no refunds or credits will be provided (according to the standard cancellation policy in the rental agreement).

Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.

New reservations for future travel:

As we are considered an essential business by the State of Texas providing residences in this crisis, we are here to help. Any reservation you make for arrival before May 31, 2020- can be changed or cancelled at no charge up to 30 days before your scheduled arrival. Standard cancellation policy applies within 30 days. 

All reservations made and set to arrive after June 1, 2020, our standard cancellation policy will apply. Our standard cancellation policy is 30% of the booking will be charged for any reservation cancelling more than 45 days to arrival, and 100% of the booking with be charged for any reservation cancelling within 45 days of arrival. 

Accompanying all new reservations has this statement given:

BY BOOKING THIS RESERVATION YOU AGREE THAT YOU ARE AWARE OF THE RISKS OF COVID-19 AND UNDERSTAND AND AGREE THAT YOUR RESERVATION IS NON-REFUNDABLE AND NON-CHANGABLE EVEN IN THE EVENT COVID-19 SPREADS. YOU ARE MAKING THIS RESERVATION WITH FULL KNOWLEDGE AND AWARENESS OF THE HEALTH RISKS AND THE LIKELIHOOD THAT COVID-19 WILL CONTINUE TO SPREAD AND YOU SHALL BEAR ALL FINANCIAL RISKS, IN ACCORDANCE WITH OUR STANDARD TERMS AND CONDITIONS, SHOULD YOU DECIDE TO CANCEL YOUR RESERVATION FOR ANY REASON RELATED TO COVID-19. NOTWITHSTANDING THE FOREGOING YOU HAVE A LIMITED CANCELLATION OPTION TO CANCEL YOUR RESERVATION WITHIN 24 HOURS OF RECEIVING THIS CONFIRMATION FOR A FULL REFUND.

COVID-19 Enhanced Safety and Cleaning at all ABOVE Residences:

Unlike vacation home rental brokers, we manage and control our residence portfolio. This means we are uniquely able to establish, monitor, and enforce our own housekeeping protocols. Prior to the COVID-19 outbreak, our standards were best in class. The next time you arrive at an ABOVE residence, it will be more meticulously prepared than ever before, and then maintained consistent with your preferences throughout your stay. 

As part of our pre-arrival process for the coming months, our housekeeping team will now spend more time than before to comprehensively clean your home, complying with new guidelines from the CDC and WHO. This includes using approved disinfectant products and a more stringent regimen for cleaning high-traffic and common surfaces such as doorknobs, handles, countertops, and light switches. Before they finish, the team will stock the home with a supply of cleaning products, masks and gloves for your use. Our linens are always freshly laundered and all linens that touch you are cleaned per stay- blankets and comforters included. This is and always been a brand standard at ABOVE. 

In addition, our concierge team will coordinate with you ahead of times to confirm the level of contact you would like with our staff during our stay. You will be able to choose remote check-in, orientation, and/or checkout with your concierge, and as much or as little daily housekeeping as you prefer. When you would like housekeeping, or a visit from your House Manager, at your request the team will wear masks and gloves while in the home. 

We'll extend this same approach to your groceries and other residence deliveries. At your request, we will bring the goods inside for you or leave them on the doorstep. Either way, our team will wipe down all boxes, cans, and packaging, as well as rinse fruit and produce with cold water. Our goal with all of this is to provide the distinctive ABOVE care that is our hallmark, in the way that makes you feel most comfortable and safe.  

Committed to you- the only reason ABOVE exists.

While travel may temporarily be challenged, at ABOVE we believe in its enduring power to move us closer together and strive for that ultimate feeling of connection hardwired in all of us.

At all times, we remain grounded in our purpose, focused on our values, and steadfast in our commitment of welcoming all to our residences.

ABOVE thanks you for your support and your loyalty. We will keep you updated through this dynamic situation and can’t wait to welcome you at one of our luxury residences soon.