To our guests: UPDATED 04/04/2020 @2:17pm EST
First and foremost , our thoughts and concerns are with the safety of all of our guests and their families. American Realty understands that these are unprecedented times, and everyone is being affected by it one way or another. Our entire staff is dedicated and will be on premises to assist all the guests that are traveling as well as those that cannot make it. We will remain onsite at the office location in Captiva as permitted by the county and state regulation until otherwise instructed.
The current situation in Captiva is as follows: restaurants are now open for delivery or take out only, beaches are still open excluding the areas that have public parking lots and or bathrooms serviced by the county.
Many guests are concerned about our cancellation policy, and if any amendments will be made to it. As of 3/21/2020 those guests that plan to cancel, or have canceled have a few options available to them. Please note all cancellations must be sent in email to our office. Please send correspondence to email@example.com
Guests that have purchased trip insurance must file a claim through the insurance company’s website. We are happy to provide any information or guidance during the filing of the claim. School closures, job loss, illness , including mandatory isolation are currently deemed covered through CSA Travel Insurance, per our representative with our policies.
If you’ve not purchased trip insurance, you have the ability to cancel your reservation. We will attempt to re-book the same dates to another family. In the event that we are successful at rebooking your stay you would be refunded the amounts received from the new renter. Damage deposit fees and cleaning fees are fully refundable regardless of whether the property is re-rented or not.
For those that have canceled their stay with a check in date between: 3/14/2020- 4/30/2020 and we have not re-rented the home, we are currently contacting owners directly to see if they would be willing to allow an extension through April 2021 for any cancellations after 04/18/2020. Excluding the weeks of : 11/21-11/28/2020; and 12/19-1/2/2021.
The policy is being revised weekly and will be amended on a week by week basis depending on the current national situation.
We appreciate your understanding and are available to explain the changes in further detail by either phone or e-mail. We are currently experiencing a large volume of calls and e-mails, however we will try to respond to everyone as promptly as possible. If we have not contacted you yet, and your dates fall within the dates mentioned above please allow us time to respond. We are trying to respond to everyone in a timely manner.
The management and staff of American Realty Group of Captiva