Hurricane Policy
The tenant’s decision with respect to the purchase of trip insurance will affect the tenant’s rights in the event of a hurricane threat, mandatory hurricane evacuation or hurricane aftermath that may prevent travel to Key West . If an evacuation is called during or just prior to a guest’s arrival all refunds will be subject to the Trip Insurance approval. If an evacuation is called during a guest’s stay it is required by this agreement that the guest vacate the property as per instruction by the management company. If a guest chooses to stay in a property during a hurricane threat or aftermath they do so at their own risk and at their expense. No refund will be available to a guest who chooses to stay past the required evacuation time. Additionally, if an evacuation is called and a guest refuses to vacate they may be liable for damage sustained during the storm if the damage was the direct result of the management company not being able to secure the property due to the guest’s occupancy.
Once any storm threat passes or a storm has occurred and after evacuation notices have been lifted guest acknowledges that At Home In Key West must be given opportunity to open their offices, have all utilities functioning and be able to service a guests needs prior to allowing a guest into any property. Additionally, prior to a guest taking occupancy, the reserved property must be inspected for damage and any preparations for the storm (ie, storm shutter, moving of furniture etc) must be reversed. These inspections are done as quickly as is possible considering damage to the island, available utilities and available staff to perform these inspections. Guests acknowledge that even once allowed on to Key West they may or may not be given access to the property immediately. Further, if a guest is given occupancy of the reserved property they acknowledge that the property will be “as is” and all amenities (pool, Jacuzzi, outdoor areas, BBQ, etc) may not be available or in clean usable condition for up to a full week after storm has passed. If reserved property is damaged in the storm other accommodations will be offered only after the owner of the damaged property agrees. At Home In Key West may, but is not required to, offer other accommodations.
Depending on the wind strength and duration of the storm you can expect high winds with debris flying rapidly, flooding in all low lying areas and not just on the waterfront, low areas of the island will flood with any heavy rains. Because of winds and debris you will expect some power outages. Without power there will be no air conditioning or light. If the storm is severe enough we may not have drinkable water for a period of time after the storm. Streets will be filled with debris, tree limbs and just about anything else that did not get stored in preparation for the storm. Streets may be completely impassable.
What if I am on the island and an evacuation notice is sent out?
You must gather your belongings as quickly as possible and leave the island. You must stop by the offices of At Home In Key West at 905 Truman and drop off your keys. You will most likely be contacted by the office prior to you leaving the property with further instructions. If you do not have transportation you can contact the bus services and airport for travel information.
I am set to arrive and an evacuation notice is sent out, then what?
Contact At Home In Key West either the office phone at (305) 296-7975 or the emergency line at (305) 293-6714 for instructions. You will not be allowed to check in until the notice is lifted and At Home In Key West has begun allowing guests into properties. If driving you may be stopped at the entrance to Key West and flights may be cancelled due to the storm.
Where do I evacuate to?
Monroe County will set the evacuation area. Often you can wait out a storm up the keys or you may have to evacuate further out of the area.
How do I stay informed?
If you are in an area with power you can always monitor local tv news, Monroe County web site http://www.monroecounty-fl.gov/Pages/index and US 1 Radio 104.1 FM. If you are without power you may want to contact Monroe County rumor control 1-800-955-5504
What happens if I do not leave?
You will be staying in a property that you have been required to leave. Officials may escort you from the property if the storm is considered life threatening. If you stay in the property against advice you will be solely responsible if there is damage to the property in which you choose to stay if that damage is caused because At Home In Key West is unable to properly secure the property. Often during a storm or after a storm there will be no power, with no power you will eventually lose use of your cell phone and all cordless phones will be dead, main land lines may go down as well, sometimes there is no water or if there is water you may not be able to bath due to water rationing or contaminated water threat, we receive no food or supply deliveries to the island. Without coolers food will spoil. Even with coolers once your ice is gone so is your food. Ice is in high demand. You may not be able to travel out because the roads are impassable or worse one of our bridges may be washed out and unusable. Flooding and wind driven rain may have damaged the property you are in and NO assistance will be forthcoming from At Home In Key West or the City. If the expected storm is of high strength there will be NO emergency services such as Fire, Rescue or Police. The Hospital closes to all emergency services. Keys Energy Service will not begin restoring power until the winds are below 35 Miles an hour in strength and will only begin restoring power to priority needs and then work there way into neighborhoods. After Hurricane George areas of the keys were without power for three weeks.
What happens when the County lifts the evacuation notice?
When the County lifts the evacuation notice it only means that locals can be assured that the storm threat has passed and they can begin assessing damage. Do not assume that since the evacuation is lifted you will automatically be able to check in to any property managed by At Home In Key West. Keep in mind many of the employees of At Home and our vendors will have evacuated. Depending on the damage to the island At Home In Key West will need to be able to get to the office (once debris on the road is cleared). Take enough shutters off to be able to get in the office (assuming the office is not too badly damaged). We must have power to be able to monitor the phone, turn on computers etc. Once these things have happened At Home In Key West must now begin the arduous process of physically inspecting every property that had guests in house during the evacuation. THEN At Home In Key West will inspect the properties we have arrivals planned. If during these inspections ( assuming we have enough staff to even perform them) there is damage, such as leaks, breakage, felled trees etc. the extent of the damage will need to be assessed and the owners notified. Guests will be allowed into a property when that property has been assessed, any shutters taken off, furniture moved back outside and cleaned. Keep in mind that if the housekeepers and staff have evacuated it may take longer to have these items completed. The property will most likely need to be cleaned because an evacuating guest may not have time to do even the basic laundry. Spoiled food must be removed etc. NONE of this can begin until we have power and water and are able to drive around the City. If you have rented more than one property or are traveling with a group it is possible that one accommodation may be ready before another. One could be damaged and therefore unusable. Do not assume because you book together as a group we will be able to allow check in for everyone at the same time.
How do I reach At Home In Key West after the storm?
Once power is restored, phone service is restored and staff is available you can contact us on our regular phone system at 305-296-7975 or 888-459-9378. Leave a contact number if you reach the answering machine as the system will hold these messages for a brief time until power is restored.
At Home In Key West will contact you when your property is ready for occupancy.
When can I expect to get into the property?
At Home in Key West understands that you are anxious to begin your vacation but we can offer no real time frame. There are too many variables. If we are spared you may be allowed into our accommodations on the same day as the evacuation is lifted. If we are not all properties must be inspected as stated earlier. We will contact you as soon as your property is ready for occupancy.
What if the property I reserved is damaged?
Unfortunately if your property is damaged we may not be able to accommodate you. At Home In Key West will access each property individually and will be in contact with you. If the property is damaged the owner will need to be notified and it will be their decision as to whether or not we are able to relocate you. If the owner refuses to release you from your agreement and you have not purchased trip insurance there will not be a refund.
What about the yard/pool/Jacuzzi/deck/balconies/grill etc?
Once you are given occupancy of a property there is no guarantee that the outdoor areas will be clean and usable. Since so many people leave the island during a hurricane we do have to wait for landscapers, tree removal and pool companies to return to work in order to have the outdoor areas cleaned. Even with a tropical storm it may take up to a week to have the pools clean and usable, for bigger storms it may take even longer.
What if I notice damage in the property?
If you are allowed into a property and you notice any leakage or damage of any kind please notify At Home In Key West as soon as possible.
What about a refund?
If you have purchased trip insurance you only need to contact the provider and file a claim. They may request information from At Home In Key West but generally they will contact us directly once a claim is filed.
If you have not purchased trip insurance unfortunately there will be no refund offered for lost time or damaged properties due to a hurricane. This includes any time that At Home In Key West requires prior to allowing you into a property.
What does trip insurance cover in the event of a storm?
Trip insurance will cover any lost time in a reservation. This includes any time during or after a storm threat that you are not able to use the property.
Trip insurance can be purchased at the time the reservation is made or when the last payment is made, however if there is a named storm at the time you wish to purchase trip insurance and you have NOT made your final payment you may purchase trip insurance but it will EXCLUDE the named storm.