Grand Welcome

Hi David - There is no record of you in our system. Since you booked through a third-party agent (Airbnb), Grand Welcome does not have the authority to refund your stay. We have worked with several guests and our owners who booked directly on our site to issue travel credits - despite guests not purchasing travel insurance. Feel free to contact Jennet *******, Director of Guest Services, at anytime. (XXX) XXX-XXXX If your booking was created by Airbnb, you need to contact Airbnb to see if he qualifies for their extenuating circumstances policy which can be found here: https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid19.

Hi Jennifer - This situation has been resolved. Thank you for working with us!

Hi Jaclyn, I am very sorry for the communication from our team. We have been offering gift certificates in lieu of a refund due to the 60 day cancellation policy that you've booked this home at. I do see that you've requested to change your dates to February 2021 and there was an increase in rates because your new dates fell between 2 holidays. Just like airline fares or hotel prices, our prices are seasonal so you will see higher rates for the holiday or weekend time frame. Thank you.

Hi Kevin, I sincerely apologize for the cancellation fee of 5%. We do have a 5% cancellation fee or $75, whichever is higher but at the time of your booking, the 5% was not disclosed. Therefore, our team has approved a refund of $75 instead of the 5%. Please reach out to us directly so that we can refund you the correct amount. Thank you!

Hi Katie, We have had a strict 60 day cancellation policy at the time of your booking. Therefore, we could not refund you the complete total for your reservation. Instead, our team has offered a flexible option to use the money already paid as a guest credit towards a future stay. I sincerely apologize that we were unable to issue the full refund. Please reach out to us if you would like to use the credit towards a future stay. Please note, holiday time periods may be higher but if you do provide similar dates, our team can try to provide a similar price to what you have paid. Thank you.

Hi Beverly, I sincerely apologize but our team is offering gift certificates to be used at a later time instead of a full refund. When you requested cancellation in April, the cancellation policy that you've booked at was a 90 day window. Therefore, the reservation cancellation would have had fees applied. However, I do see that our team offered a gift certificate and your husband did accept the gift certificate on May 1st. Thank you.

Hi Rebecca, I am very sorry for the miscommunication from our team. We want to ensure you that your reservation is cancelled and your refund will be processed. Other homes and dates may have been pricier due to the peak season and we are trying our very best to work with our team to provide a fair price. Your refund may take a while since we are refunding guests in batches and I sincerely apologize for the delay. However, I assure you that your reservation has been cancelled and you will be refunded. Thank you.