A Message to All of Our Customers About COVID-19
First off, we wanted to express our sheer gratitude & appreciation to all of our customers. If the quarantine has taught us anything, it’s to reflect on the things we’re grateful for. We know you have options out there and you choosing to be with Wheelhouse means a lot to us.
As you know, the uncertainty created by COVID-19 has shaken the travel industry worldwide. We’re all facing an unprecedented challenge for the foreseeable future.
Our top priority is the health and welfare of our families, teammates, and customers. The Wheelhouse team is now fully-remote as a first-measure. That being said, our commitment to you has not changed in the slightest. We’ll continue to be responsive and flexible to your needs.
Here are a few updates and FAQs:
What the Data Tells Us About COVID-19
In general, the relationship between COVID-19 and global STR markets is highly volatile and changing by the hour. While current projections point towards an early-summer recovery, it’s impossible to truly predict. In fact, as we type out this email, our local government here in San Francisco has just ordered everyone to stay at home for the next 3 weeks. Things are changing rapidly.
That being said, it’s important to note that the impact of COVID-19 has been quite localized as of mid-March. So far, the rentals markets impacted the most are — to the surprise of no one — the places with the most cases of the virus. The more traditional vacation rental destinations have not been hit as hard. The same cannot be said for major urban metros. That could obviously change, and we will continue to monitor and report these patterns as much as we can.
24/7 Customer Support
Our team is still available 24/7 to assist any way we can. Just send us an email at hello@usewheelhouse.com or connect with us via live chat on our website.
Billing Policies
As short-term operators ourselves, we understand as much as anyone how difficult it currently is to keep a hospitality business viable for the duration of this downturn. Even the largest travel companies in the world will need to go to unprecedented lengths to survive.
Which is why we stand behind our flexible billing policies of only charging you a small percentage when you actually get a booking. We will also automatically credit your account for any cancelations, which are on the rise as of late. We don’t believe it’s fair to force you into lengthy contracts or charging you a fixed price per property regardless of getting bookings or not. Especially during a crisis like this.
Stay safe, and please let us know if you have any questions. We’re here for you, 24/7.
Best regards,
Quinn Hubertz
Head of Product, Wheelhouse
