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Covid-19

Dear guest,

In these special times, your safety and comfort are our priority more than ever. By nature, Emerald Stay homes are perfectly suited to host your next stay:

  • Limited face-to-face interaction thanks to our technology-enabled homes (online check-in, front door of all our homes equipped with a digicode, virtual concierge services, etc).

  • No worries about having to eat outdoors given that our homes are self-contained and offer fully equipped kitchens.

  • Plenty of space to relax, (re)connect with your close ones, exercise, or just enjoy the natural beauty of the surroundings.

  • For those of you wishing to work remotely, all our homes are equipped with high speed wifi (>20MB/s), and some of them even with optic fiber.

That being said, we’ve taken a number of measures designed to adapt and serve you even better.

Cleanings Standards

We enhanced our existing cleaning processes, following guidelines from the WHO and taking into consideration the lifespan of the virus depending on the surfaces.

Best practices for safety and sterilization have been implemented:

  • We maintain a distance of at least 1 meter with anyone.

  • We wash our hands using proper techniques every time we enter a home.

  • We wear appropriate equipment (mask and gloves).

  • Our limited cleaning team is fully trained to comply with the current regulations.

  • We use specific cleaning products, including the virucidal product EN 14476 on high-touch surfaces (remote controls, door handles, fridge doors, chair armrests, etc).

  • We use disposable paper towels where possible and ensure that any cleaning cloths are properly laundered between uses (minimum at 60°C).

  • We remove all consumables such as toiletries during each clean, regardless of whether they appear to be used.

  • Our towels and linen are properly laundered: at a high temperature and with specific products to eliminate any virus.

  • Our homes are frequently ventilated.

  • We regularly disinfect all shared touch-points within common areas of the building and have closed gyms, pools, and other communal spaces.

Booking and refund policies

We updated our policies for bookings made through emeraldstay.com or by phone / e-mail directly with us:

  • Our standard prepaid plan will be fully refundable up to 15 days before arrival, if your are not able to stay due to covid-related reasons (subject to justification*). Passed this time limit, you will be refunded in Emerald Stay credit. Please refer to our terms and conditions for more information.

  • Our flexible covid plan is now updated as follows:

    • 20% will be charged at time of booking.

    • The balance 80% will be charged 14 days before check-in date

    • This flexible covid rate will be fully refundable up to 15 days before arrival, if your are not able to stay due to covid-related reasons (suject to justification*). Passed this time limit, you will be refunded in Emerald Stay credit. Please refer to our terms and conditions for more information.

  • We created two super flexible rates allowing you to be fully refunded up to 14 or 28 days before arrival (depending on the season and at our discretion). You do not need to provide any justification for cancelling your super flexible reservation, you may just decide to change your mind (within the time limit).

*Subject to justification

Full refund will be made in the following events:

  1. The guests are unable to travel as they live in an area subject to a travel restriction, travel ban and/or quarantine (at least 4 days or more of quarantine) on return.

  2. The guests are unable to travel as they had a close contact with a person infected with COVID-19 at the latest 15 days before check-in. Please note that a justification will be required (e.g. positive test).

  3. The resort is subject to travel restrictions or all the ski lifts in the resort are closed for the booking period due to COVID-19 restrictions.

For bookings made via other channels, please contact their respective client supports.

The health and safety of our guests, employees and partners is our highest priority. Please know that we will be adjusting our procedures as developments take place, and will keep you updated every step of the way.

We look forward to hosting you again soon.

Sincerely,

Your Emerald Stay Team