What can I do if my reservation is affected by the coronavirus (COVID-19)?
The World Health Organisation (WHO) declared a Public Health Emergency of International Concern (PHEIC) for the current outbreak of the coronavirus, known as COVID-19. We're closely monitoring official guidance from local government and health authorities as well as listening to feedback from our travelers, property owners, and property managers. We will update this article as more information becomes available.
What we are doing as part of our COVID-19 emergency policy
To help ease uncertainty during this time, we have rolled out a policy that strikes the best balance of protecting travelers, property owners, property managers, and the public. For every traveler who paid hard-earned money for a getaway they may not take, there is a property owner who relies on clear cancellation policies and the associated money within those policies to pay their mortgage and hard-working employees.
Our COVID-19 emergency policy addresses:
- Flexible Credits: We are asking property owners and managers to offer a full credit for the amount you already paid if you are outside of your cancellation window. The value of the credit can be applied to future bookings at that property. Please contact us or send an email to firstname.lastname@example.org or email@example.com.
- Encouraging refunds: We are strongly encouraging property owners and managers to issue at least a partial refund for situations in which a flexible credit cannot be accommodated. Please contact us or send an email to firstname.lastname@example.org or email@example.com.
For bookings with a stay date between 1 May and 30 June, and booked before 13 March:
In instances where a trip must be cancelled because local governments have enacted laws that restrict travel or prohibit stays in vacation homes for leisure, we have extended our COVID-19 emergency policy to also cover those trips from 1 May - 30 June. We're refunding the money we make through our Traveller Service Fee for these cancellations.
You must send us an email at firstname.lastname@example.org or email@example.com. or call us to request a refund of your booking for cancellations in this date range. This refund will be issued within a few weeks. If you’ve selected a flexible credit from the property owner or manager, the booking payment will not be refunded and will be applied to a future booking instead.
For bookings with a stay date between 13 March and 30 April, and booked before 13 March:
Whether your cancellation was due to travel restrictions, a government mandate, or simply looking out for the best interests of your family and loved ones, we’re automatically refunding the booking payment on all cancellations in this window.
You don’t have to do anything to collect the refund of this fee; it will automatically be issued over the next few weeks. If you’ve selected a flexible credit from the property owner or manager, the booking payment will not be refunded and will be applied to the future booking instead.
What you should do before booking
- Review local travel recommendations and restrictions for your destination in addition to following guidance from the World Health Organisation.
- Review the property's cancellation policies.
- Consider purchasing travel insurance which may provide coverage for illness due to COVID-19 should you be diagnosed and prevented from travel at the time of your departure. It may not provide coverage for travel bans, shelter in place orders, or fear of travel. Be sure to carefully read the policy coverage for details.
You may call us or email for the following booking concerns:
- If you are making changes to an upcoming reservation that is outside the cancellation policy window, you will need to contact us to discuss their cancellation and refund policies.
- To cancel or change an upcoming reservation that is still within the cancellation policy window.
- If you are currently on vacation in an area affected by travel restrictions, please check your trip details for safety information and local emergency numbers, and follow recommendations from local authorities.
- If you booked with a credit card, contact your financial institution to see if travel insurance is provided and what it covers.
- For additional assistance, please contact Customer Support by clicking Contact Us
Where can I find out more information regarding travel or health advisories?
We strongly recommend that all travellers, owners, and property managers follow health and safety information from health officials as well as travel advisories from local authorities. For your convenience you may visit World Health Organisation (WHO).
We recommend searching for info on any country you're planning to visit. We are not responsible for the content of the public (government) websites linked below. Government responses continue to evolve, so check back for updates often and count on your national and local authorities for the most current info.