COVID-19 FAQ

Updated March 27, 2020 at 12:30AM PST

Grand Welcome is following the protocols put in place by the government agencies in each of our locations to protect our communities, guests, owners, and employees. These directives will cause us to cease operations for the period of time dictated by each area’s government agency. Our Grand Welcome staff is following the “Shelter in Place” directives to help our communities flatten the curve and prevent further spread of this virus.

Please know the health and safety of our guests, homeowners, and employees remain our top priority during this unprecedented time. Our team continues to monitor the situation daily and provide updates as needed. We’ve put together a FAQ below to address many of the concerns our guests have been asking.

Q: Can I make a reservation to get away from my current city?

A: At this time, all of our destination’s government agencies have issued orders to cease vacation rental operations. We will monitor these orders daily and update this page when reservations can continue.

Q: Can I make a future reservation?

A: Yes, future reservations can be made on our website at www.grandwelcome.com or with our Customer Care team at (888)780-4809.

Q: Is my vacation rental going to be cleaned before I arrive?

A: Yes. We are doing all within our means to ensure a safe and clean environment within your properties. Grand Welcome utilizes professional cleaning methods throughout its inventory, whether it be our own employees or if we are partnering with a professional cleaning company. Our housekeeping standards have always addressed our homes to be properly cleaned including the use of cleaning solutions that disinfect homes completely from all known bacteria and viruses. A 3-day grace period will be left between each reservation to ensure enough time for our housekeeping teams to thoroughly clean each unit.

Q: Can you provide me more house supplies?

A: Due to the shortage we, unfortunately, can no guarantee the house will have adequate bath tissues, paper towels, etc. We encourage you to bring your own during this time.

Q: Can I cancel my reservation?

A: If you have a reservation between now and April 30, we advise you to contact the channel you made your reservation through (ie. Airbnb, HomeAway, Booking.com, etc). If you booked directly with us at www.GrandWelcome.com we are offering a 12-month credit for a future stay. Call our Customer Care team at (888)780-4809 for assistance.

For further information, questions, or concerns please call our Customer Care team at (888)780-4809. We appreciate your patience and understanding as call volumes are currently high and wait times may be longer than usual.