Our Updated Covid-19 Cancellation Policy

Many of our guests have been asking about our updated COVID cancellation policy.

When the virus became an issue, nobody saw it coming and we gave everyone full refunds or moved their dates. Our business, like so many others, suffered a huge financial strain and were forced to lay off staff. It nearly shut us down but we are grateful for the opportunity to continue serving our guests and property owners.

With a second wave in the news we are once more faced with the possibility of travel restrictions and closure of venues. If you booked a trip after the pandemic was already established, our normal cancellation policy applies for all cancellations and date changes.

Our cancellation policy provides for refunds whenever possible, and we make every effort to return some or all of your money. Please understand that vacation rentals are not the same as hotel rooms and our owners depend on the income from their rentals to pay their costs. This means there is less flexibility for refunds. The good news is that with a little patience you will usually have a good outcome.

If you have trip insurance, contacting your provider is the first step. If you purchased trip insurance through our provider you can get details at this link. If you got travel insurance through another source, please contact them for details.

If you cancel 60 days or more prior to your scheduled arrival, you will receive a refund of all payments, less an administrative fee as described in Section 3 of our rental agreement.

If you cancel less than 60 days before your scheduled arrival, we will send you a refund if we can rent the unit to other guests. We process refunds after your scheduled checkout date. Often this means you will receive a full refund but a replacement guest may receive last minute discounts. We may fill some but not all of your originally scheduled dates. In these cases you will receive whatever we can collect.

Because you will not be checking in, we will always refund pet fees, housekeeping charges and damage waiver fees and their taxes. 

Our efforts to rent to other guests are more likely to succeed when we have some time to schedule replacement guests. We make every effort to find replacement guests but this is less likely for last minute cancellations or date changes.

We process refunds within ten days after replacement guests check out. You will receive a confirmation of your refund as soon as we process it. Sometimes credit card companies take up to ten additional days to credit your account. This is where your patience is helpful.

You can review the details of our cancellation policy in Section 11 of our Rental Policies Agreement.

Our cancellation policy has been developed with you in mind. We also strive to consider the needs of our owners. We do our utmost to get you the best possible refund and are happy to discuss any concerns you may have. Thanks for your patience and understanding as we go through the process.

Other things to consider when you are contemplating whether or not to book include:

  • Trip insurance. Be sure to read the terms, because insurers may not consider claims based on an established pandemic. Travel insurance may not cover a disinclination to travel because of health risks or closure of venues but will usually pay if you or a member of your party is sick.
  • Credit card protections. Many credit cards offer limited trip insurance benefits so be sure to read your Guide to Benefits to see if you qualify.
  • Consider your group. If you have people in your group who are considered especially vulnerable to the virus, you may want to consider staying home.
  • Consider delaying travel. Our area offers lots of opportunities for isolation and social distancing but if you have concerns, maybe it would be wise to consider delaying your travel plans for the time being.
  • Consider past history. In Buncombe County (Asheville area) strict measures banned vacation rentals but quickly moved to a more lenient policy. Transylvania County (Brevard area) also quickly opened up to vacation renters. This is evidence that another lockdown is unlikely although anything is possible.
  • Consider your vocation. Lockdown measures make allowances for essential workers, and this is a fairly broad range of people. You may be surprised to learn that travel restrictions don’t apply to you, so be sure to check the CISA Category List to see you your job is considered essential.
  • Consider others. If you are showing symptoms or have tested positive for the virus, PLEASE STAY HOME. If you have come in direct contact with someone who has tested positive we ask that you not travel to our area unless you have tested negative or have quarantined for at least fourteen days.

Lastly, we ask that you please consider our owners, who have made a huge commitment of financial resources to provide you with great places to stay during your visit to our area. They have already suffered huge losses by providing full refunds to our guests during the first stages of the pandemic.

Once you have weighed all these considerations, we ask that you make an informed choice about whether or not to book your trip. We will respect whatever choice you make and will do our best to help you through the process.

If you booked prior to March 15, you may still be eligible for a full refund depending on your circumstances.

Thank you for your consideration, and we hope to continue providing you with the best vacation rentals in our area.


Pete Key Properties
26 E. Chestnut Street
Asheville, NC USA 28801

Pete Key Properties
26 E. Chestnut Street
Asheville, NC 28801
Email: info@petekey.com
Phone: 828-577-3435


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