Coronavirus (COVID-19) Policy

A MESSAGE FROM OUR CEO: 30th April 2020

Hello,

As we continue to navigate the Coronavirus pandemic together, I wanted to update you on the actions we are taking as a business and what that means for you as a Veeve customer.

Supporting key workers:
Firstly, we continue to offer essential and key worker accommodation during these difficult times, with increased focus on touch-point cleaning. In London, we have partnered with the UK Short Term Accommodation Association (STAA) on an industry-wide scheme to offer free accommodation to front line NHS staff (nhshomes.co.uk). We thank our hosts for their generosity and, if you are a front-line NHS key worker and require accommodation, encourage you to email enquires@veeve.com with your request – it will be our pleasure to help you.  

Business operations:
Secondly, as you would expect, the outbreak is having a huge impact on our business. Our offices in London and Paris do continue to operate, but with significantly reduced staff numbers and reduced hours. For the time being, we will be open Monday to Friday, 9am – 5pm (local time). We have made some adjustments to our property operations and cleaning guidelines and have suspended some in-stay services. This has all been decided with the health and safety of our guests, hosts and staff in mind.

Cancellations:
If you are a host who needs to cancel an upcoming booking as a result of Coronavirus, please contact hosts@veeve.com. For those of you with an upcoming guest booking impacted by COVID-19, please email cancellations@veeve.com and we will get back to you as soon as we can, usually in no more than a working week. We’re working hard to offer maximum flexibility, and in most cases, we are able to reschedule at no charge, or, to offer a credit note for the full value of your booking if you’re not sure of your future travel plans just yet. In the case of cash refunds, as a result of the impact that the outbreak is having on our business, we regret that we are unable to offer refunds within our usual time frames. I recognise that this will cause some frustration and I apologise. We are hugely appreciative for the support we’ve had from all our guests thus far and thank you in advance for your patience and understanding.

New bookings:
Finally, we understand the need to keep some fluidity around future travel plans given the evolving situation. With this in mind, we have adapted our cancellation policy for new bookings to allow for extra flexibility - ask our team for full details when you enquire. Please review the useful links below for the very latest information on travel restrictions in London and Paris before placing your booking.

We very much look forward to the time when we can visit one another again and, in the meantime, wish you the very best.

Yours sincerely,

David Hosking
CEO, Veeve

OPENING HOURS:

Please note: Due to measures we are taking to address the impact from the coronavirus outbreak, we are currently operating with a smaller, core team and slightly shorter opening hours (Monday - Friday, 9am - 5pm UK time).

If you would like to submit a cancellation request please email cancellations@veeve.com.

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