Cancellation Policy & Trip Insurance
Upon booking, we agree to uphold our agreement to our guests by reserving the home in the advertised condition for the dates of their choosing, at that time the Registered Guest knowingly enters into a two-way agreement to uphold their commitment to arrive as scheduled. If unforeseen issues with the home’s condition or availability arise, the Manager/Owner will make every best effort to move the guest to a comparable home for the dates reserved at no additional cost to guest. However, the Manager/Owner reserves the right to cancel any reservation subject to issuing a refund per our policies without penalty or responsibility for providing lodging elsewhere.
Manager is not responsible for providing refunds due to circumstances beyond the Manager’s control like travel disruptions, guest travel restrictions, work and school scheduling changes, etc. Weather, tropical storms, hurricane threats, environmental conditions like red-tide, construction, water, or beach conditions cannot be guaranteed.
In the event the dates of the reservation fall within a date range of a mandatory island evacuation, unforeseen unavailability of the home reserved AND unavailability of a comparable alternative home, or inability for vacation rentals to operate due to executive order, the guest will receive a a refund of all base rental rate, fees, and applicable taxes of impacted days minus the cost of the booking fee.
All cancellation requests must be initiated by Registered Guest through the website in which they booked and/or be in writing via email. Cancellation requests will not be accepted via phone, text, or by a member of the party other than the main Registered Guest.
Any guests who cancel and receive no base rental rate refund or a partial base rental rate refund and who do not stay for any portion of the reservation will be refunded the cleaning fee, damage waiver fee, and pet fee (if any) plus applicable taxes. If a cancelled reservation has not re-rented and guest is ineligible for a refund, the guest(s) may reinstate the reservation for their originally cancelled dates at no penalty and come as originally planned.
Cancellation Refund Policy for Reservations of 20 Days or Less:
If cancelling entire or portion of reservation with an arrival date greater than 60 days from arrival are subject to a refund of full deposit paid minus the originally assessed non-refundable booking admin (processing) fee.
If cancelling entire or portion of the reservation 60 days or less prior to scheduled arrival, a refund will only be given in the amount of base rental rate and applicable taxes in the amount we were able to re-rent the property for minus the originally assessed non-refundable booking admin (processing) fee. While we make all efforts to rebook and refund a guest who can not travel, we do not make any guarantee that we will be able to rent the property at same rate or same number of nights as originally paid. Cancellations for any number of nights in which the home cannot be re-rented, non-arrivals, late arrivals, early departures or alterations that result in a loss of revenue will receive no refunds or price adjustments.
Cancellation Refund Policy for Reservations of 21 Days or More:
If cancelling entire or portion of reservation with an arrival date greater than 180 days from arrival are subject to a full refund of deposit paid minus the originally assessed non-refundable booking admin (processing) fee.
Cancellations made 180 days or less but greater than 90 days prior to arrival are subject to refund equal to 25% deposit of base rental rate including taxes minus the originally assessed non-refundable booking admin (processing) fee.
If cancelling entire or portion of the reservation 90 days or less prior to scheduled arrival, a refund will only be given in the amount of base rental rate and applicable taxes in the amount we were able to re-rent the property for minus the originally assessed non-refundable booking admin (processing) fee. While we make all efforts to rebook and refund a guest who can not travel, we do not make any guarantee that we will be able to rent the property at same rate or same number of nights as originally paid. Cancellations for any number of nights in which the home cannot be re-rented, non-arrivals, late arrivals, early departures or alterations that result in a loss of revenue will receive no refunds or price adjustments.
Safeguard your Trip with Guest Protect Travel Protection
Once Upon A Beach has partnered with CSA and is now offering CSA Guest Protect Travel Insurance as an add-on service when booking with us directly. We encourage all guests to purchase traveler insurance including comprehensive trip cancellation insurance due to unforeseen eventualities including hurricane or tropical storms. Hurricane season is June 1st – November 30th. Weather or beach conditions cannot be guaranteed and no refunds will be given from monies which have been paid or for providing lodging elsewhere.
Please read the information and details about CSA Guest Protect Travel Protection offered through Generali Global Assistance and contact us directly if you would like to purchase this optional service and/or have any questions regarding basic coverage. Travel Insurance can be purchased at time of booking and added onto an existing booking up until within 24 hours of final payment.
Please note: CSA Guest Protect Travel Insurance is not available to be purchased through Once Upon A Beach for residents of New York and Hawaii. You must contact CSA Travel directly at (877) 243-4135 or visit the CSA Travel website to purchase.
You saved up and planned, now plan for the unexpected!
No one plans to need insurance. Don’t need it when you don’t plan for it!
Get peace of mind… Even the best planned trip can be impacted by the unexpected, forcing you to cancel, delay or even leave your trip early. Losing vacation time is enough, don’t lose your vacation investment and incur even more unplanned expenses. Sudden illness, medical emergencies, exacerbation of pre-existing medical conditions, loss of a job, natural disasters, extension of the school year, jury duty, change in military leave, delayed flights, or lost or delayed luggage can quickly turn a relaxing getaway into a stressful situation. Travel insurance protects your vacation investment by covering and reimbursing you and members of your travel party from costly covered expenses and any and all prepaid travel plans like airline tickets, hotel rooms, spa reservations, rental car deposits, pre-paid event tickets, etc! We can’t guarantee any and every unforeseen event will be covered so please be sure to check out the Description of Coverage prior to or provided at time of purchase.
Declutter your mind…. Trip insurance doesn’t just cover your trip if you have to cancel or are delayed. It also serves as a ‘one-stop’ shop for coverage and services you didn’t even think about! Like 24 Hour Emergency Assistance Services if you need directed to the nearest clinic or hospital, Concierge Services for inquiring about golf tee times, special events, ticketing, or restaurant reservations, Rental Car Damage Coverage* so you don’t have to purchase at the car rental counter (*not available to residents of Texas), Roadside Assistance in case your tire goes flat, Identity Theft Resolution in case your wallet is lost or stolen, and On Demand Medical Care including coverage for out of pocket expenses and ‘Teladoc’ allowing you to talk in-person over the phone directly to a physician for minor illnesses and injuries without having to stop your vacation to visit a clinic or doctor’s office.
Change your mind?… Travel Insurance can be purchased at time of booking and added onto an existing booking up until within 24 hours of final payment. Upon purchasing, coverage starts at 12:01 am the day after you purchase. You also can change your mind! You get a 10-day ‘free look’ to review your plan and decide if it’s right for you. You may cancel your trip insurance within 10 days of purchase penalty-free for a full refund of the cost of your plan (if you have not left on your trip or filed a claim)
Already purchased Travel Protection and need additional help?
I have specific or in-depth coverage questions?
Call a speak directly with a live CSA Travel Protection Customer Service Representative (Generali Global Assistance) at 1-866-999-4018, Mon-Fri 9a-9p & Sat-Sun 9a-6p. After hours calls may leave a voicemail to be returned the next day.
I am on my trip and need 24 Hour Emergency Assistance?
In the event of an emergency call 9-1-1. Contact us directly first for any emergencies or issues regarding the home itself. For personal or other emergencies for you or a member of your travel party, call a CSA Travel Protection Representative (Generali Global Assistance) at 1-877-243-4135 at any time.
How does the claims process work?
Remember, pre-paid expenses or expenses incurred during travel are paid by you directly at the time they arise (with exception of the On-Demand Medical Care coverage). You must file a claim to request to be reimbursed for all or any of your trip by the insurance company providing your travel protection. Filing a claim is a relatively easy process. Contact CSA (Generali Global Assistance) directly at 1-800-541-3522 or visit the claim form page to obtain the necessary claim forms. Once you’ve completed your claim form and gathered your supporting documentation, submit your claim to Generali via email at claims@generalitravelinsurance.com or via mail at:
Generali Global Assistance & Insurance Services Attn: Claims Department
P.O. Box 939057
San Diego, CA 92193-9057
Once your forms are received you’ll be assigned a dedicated claims team member who will process your claim from start to finish and will reach out to you if they have any questions or additional information is needed.
