Coronavirus (COVID-19) Policy

A MESSAGE FROM OUR CEO:

Hello,

These are unprecedented times for the travel industry, and I wanted to personally write to you, our customer, to speak to you about what this means for our business and how this may impact you.

When our founders launched Veeve nearly ten years ago, they did so with a simple mission: to make home-sharing so straightforward, secure and rewarding that everyone would want to do it. Since then, we have created a real community, and have matched thousands of visitors to characterful, private homes in London and Paris.

The world in which we launched – one of sharing, travel, and an ever more connected world, now feels in so many ways incredibly distant from the world in which we find ourselves.

During times like these, the safety of our hosts, guests and staff remain our number one priority and we wanted to share with you the measures we are taking in response to the Coronavirus (COVID-19) pandemic.

For stays that are still going ahead:

• Property operations and cleaning standards

As always, our team are working hard to ensure all our properties are cleaned to a professional standard before and after each stay, with increased focus on touch-point cleaning (door handles, kettles, taps etc). Our Operations teams have been educated on the prevention and spread of the virus and we are closely monitoring advice given by relevant authorities for developments in real time.

• Suspension of additional in-stay services

In order to reduce in-stay social contact we will be suspending some in-stay services such as in-stay cleans and linen changes. Any guests who have booked these additional services for fulfilment within the next 3-weeks will be refunded over the coming days, and we will keep this under review. For our long-stay guests, we will be providing you with additional sets of bed linen and towels as standard, and, where possible, with a housekeeping pack. Our local teams will be reaching out to you directly to arrange this.

We are still able to arrange airport transfers and luggage collection or delivery services.

• Maintenance issues

We ask that guests staying with us during this time consider the impact that our attending to maintenance issues will mean. For urgent work (where there is any danger, or loss of basic sanitation or washing facilities, for example), we are here to help, but we will not be able to attend to non-urgent issues as it will only expose you, our staff and our communities, to greater risk of spreading the virus. In short, we are doing all we can to follow the advice and stay home to save lives.

Cancellation terms:

Finally, in these truly unprecedented times, like many businesses, we are having to make some painfully tough decisions. We are able to offer additional levels of flexibility to customers with bookings made from 12th March 2020 onwards (details here). Pre-existing bookings made with our Flexible Cancellation policy will be entitled to a full refund, less the 15% flexibility fee, as long as the booking is cancelled at least 48 hours before the date of arrival. For pre-existing bookings, without Flexible Cancellation, we regret that we are unable to change the cancellation policy applied at the time of booking.
However, for customers that fall into this category, where travel restrictions mean that you are unable to travel and you are not eligible for any refund, we may now be able to offer partial credit toward a future stay (details here). If this is something that is relevant to your booking, and you want to know more, please don’t hesitate to contact our Guest Services team on guest.services@veeve.com or guest.services.paris@veeve.com, and I know they will get back to you as soon as they can.

If you are due to stay with us in London or Paris later this year, we will continue to monitor the situation, and keep our policies under review. Please return to this page, which is constantly being updated with the very latest information and advice.

All that is left to say is take care, stay safe, and look forward to the time we can visit each other again.

Yours sincerely,

David Hosking,
CEO, Veeve

USEFUL LINKS:

If you are travelling to London and/or Paris, please review the global guidance from the World Health Organisation before travelling, as well as your local authorities’ travel guidance and health advisories. Please see below for information regarding France and the UK.

World Health Organization (WHO)
- Coronavirus information

France
- Coronavirus information

United Kingdom
- Coronavirus information

For the latest information on our cancellation policies as they relate to the COVID-19 virus, please see below. Please note, we are closely monitoring the guidance from the World Health Organisation (WHO) and as a result the policies below may change as the situation evolves.