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Our response to COVID-19

Dear Guests,

In response to the worldwide Coronavirus outbreak, although there have been no known suspected or confirmed Coronavirus cases among our staff or guests up to date, Vancouver Extended Stay is taking extra steps to help minimize risk of any Coronavirus infections at Vancouver Extended Stay. To reduce the pace of spread of the Coronavirus in Vancouver area, these steps include the following:

Temporary changes to cancellation and deposit policies

Effective March 16, 2020 and until further notice, all guests unable to make their scheduled trip during and/or because of the Coronavirus outbreak will be entitled to postpone their reservation for up to 12 months, provided that the cancellation request is received in our offices in writing at least 48 hours prior to the scheduled arrival. Guests will be able to use the credit toward a future stay, subject to availability and within the 12 months of the original arrival date. As rates are subject to change, the rate for future stay may differ from the rate for the initial stay.

Temporary changes to our operations

Apartment showings

While it is a generally accepted practice for guests to view the apartments before confirming a reservation, starting March 24, 2020, we will no longer be able to schedule apartment showings prior to bookings. This is to respect the social distancing rules, to keep our staff and guests safe and to assure arriving guests that prior to their arrival, the apartments have not been visited by other potential guests.

We maintain up to date gallery of all units and photos of our apartments can be viewed online. Please contact Sales at 604-891-6181 or via email at sales@vancouverextendedstay.com for links to our galleries. 

Housekeeping

The health and safety of our guests and our staff is our highest priority. While our housekeeping team prides themselves in providing our guests with excellent service to make your stay as comfortable as possible, in order limit the possibility of the potential spread of the virus, starting March 18, 2020 and until further notice, there will be no housekeeping services provided during the stay. The only housekeeping service that will be performed will be done at the check-out, after the guests vacate the apartment. To further minimize any potential risk to our staff, the housekeeping will make every effort to schedule the check-out service on the day following the check-out, instead of accessing the apartment on the day of the check-out.

Maintenance and repairs

Vancouver Extended Stay suites are always maintained at the highest standard and we aim to perform any repairs as quickly and efficiently as possible, in order to minimize the inconvenience to our guests and to ensure that guest fully enjoy the stay in their units.

During the difficult times, however, while social distancing rules are in place, we may postpone non-essential repairs and schedule the work after the guest’s check-out. If any work needs to be performed during the guest’s stay, we will be scheduling it for when the guests are not in the apartment. We ask our guests for understanding and to allow our maintenance team perform the needed work in a safe manner.

Our maintenance workers are directed to wash hands thoroughly for 20 seconds, with soap and water, after every visit to every suite, before attending to another work assignment.

If you experience any cold of flue-like symptoms, please contact our office immediately via phone at 604-891-6153 or via email at guestservices@vancouverextendedstay.com

Guest Services and Accounting offices

While all our staff remains on duty to assist you, our valued guests, in order to further reduce the risk of the spread of the Coronavirus, we ask all guests to contact our staff by phone or via email instead of stopping by our office.

Guests Services can be reached via phone at 604-891-6153 or at 604-551-1696 via email at guestservices@vancouverextendedstay.com

Accounting can be reached at 604-891-6150 or via email at billing@vancouverextendedstay.com

Housekeeping can be reached at 604-891-6167 or via email at housekeeping@vancouverextendedstay.com

Generally the offices will remain closed to public, with exception of few tasks that require a personal visit to the office. These include:

  • Signing check-in documents upon arrival
  • Keys replacement
  • Payments and refunds that must be done in person

Additional procedures implemented 

There are additional procedures we are introducing, to help reduce the spread of Coronavirus. These include:

If the unfortunate happens…

Despite all best efforts, should you contract an infection or needed to self isolate, and the period of the quarantine extend beyond your scheduled check-out date,  our Sales and Reservation department will make every possible effort to move any arriving guests to another apartment in order to allow you to complete the quarantine as recommended by your health professional. Any extension beyond the originally scheduled check-out date would be at the same rate as the rest of the stay.

Legitimate sources of the most up to date information

For the most up to date information about the Coronavirus outbreak in Canada please visit the Government of Canada website at:

https://www.canada.ca/en/public-health/services/diseases/2019-novel-coronavirus-infection.html

and for more local updates please visit the official website of BC Centre for Disease Control:

http://www.bccdc.ca/health-info/diseases-conditions/covid-19

 

Last Updated March 24, 2020