A Letter from Our CEO - 19 March 2020
Dear Customers,
First and foremost, we hope that this message finds you, your families, friends and colleagues well and safe during these difficult times.
I would like to extend our heartfelt gratitude for the patience and courtesy that you continue to demonstrate towards our team. We are working hard to provide you with tailored alternative solutions to your bookings as well as detailed responses to questions.
You will find below an update on the steps we are taking to support you in relation to existing bookings and enquiries for future reservations at our luxury villas.
Key updates are being vigilantly monitored by our team: such as from the World Health Organisation (WHO), the Centres for Disease Prevention and Control in a number of countries and regions of the World, and Governments’ policies.
We are working very closely with our villa partners on location and can confirm that booking and payment terms have been adapted to offer the most flexible options possible at this moment in time. These continue to change as the pandemic evolves.
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Flexible Booking and Payment Terms
Flexible terms are now in place for most of our luxury villas, for both existing and new bookings. Your dedicated Luxury Travel Consultant is available to provide details for your specific villa, estate or private island booking or enquiry.
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Existing Bookings
At this stage, we are attending to all queries for bookings with travel dates during March, April and May and are able to discuss options with you on a case-by-case basis. Responses to questions are being turned around mostly within 24 to 48 hours.
Bookings with travel dates beyond May are gradually being attended to and our team will have spoken with some of you already.
Generally speaking, for guests with existing bookings, flexible measures include the following:
✓ Bookings postponed until later in 2020 or 2021 without penalties, and often at 2020 rental rates for 2021 travel dates
✓ 25% deposit payment, instead of 50%
✓ Balance payment due 30 days prior to check-in, instead of 77 days
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New Bookings
Enquiries for future travel dates also benefit from similar flexible measures and generally speaking include the following:
✓ Bookings postponed until later in 2020 or 2021 without penalties, and often at 2020 rental rates for 2021 travel dates
✓ 25% deposit payment, instead of 50%
✓ Balance payment due 30 days prior to check-in, instead of 77 days
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Opening Hours
On Monday 16th March, we transitioned our team to working from home to ensure their safety and help slow down the spread of the virus through social distancing.
A robust Business Continuity plan is in place and we remain available via the usual communication channels during our normal opening hours.
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I want to thank you for the trust you place in Edge Retreats, some of you having been customers for many years. It has been humbling to receive your feedback and messages of support as we continue to be present and provide our service across the World’s Finest Luxury Villas.
As a closing message, we hope that you continue to dream and explore the world, even if digitally at the present time.
Our very best wishes to you, your families, friends and colleagues.
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With best regards,
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Aurelie Lepercq
CEO of Edge Retreats
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