Updated March 30, 2020.
 
The safety of you and our travelers is of the utmost importance to us, and we're closely monitoring official guidance from local government and health authorities regarding the current outbreak of COVID-19. We will update this article as more information becomes available.
 
What you can do
What we’re doing
What we advise against
Frequently asked questions
 
What you can do
  • Review local travel recommendations and restrictions, in addition to following guidance from the World Health Organization.
  • Review your cancellation policy and consider adopting a flexible or moderate policy for the time being.
  • Review the safety features in your property editor and consider adding local hospitals and emergency numbers.
  • Review guidance from local health officials for cleaning and sanitation standards.
  • If you are impacted by current travel or vacation rental restrictions, we suggest blocking your calendar or temporarily hiding your listing until the end of the travel restriction. Continue to check with your local jurisdiction for changes to that timeline.
  • Contact any upcoming or current travelers as soon as possible. For travelers who are unable to take their trip due to COVID-19, we encourage you to follow our emergency policy below. 
What we’re 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 reservations booked before March 13, with a stay night between March 13 and April 30, there are two possible options:
  • Offer the traveler a full credit for the amount they’ve already paid if they are outside of your cancellation window. This credit can be applied to future bookings at your property within the next year. We understand seasonality may affect your rates. However, we encourage you to be as flexible as possible with affected travelers when arranging a future stay date.
  • If the traveler is unable to accept a credit, we strongly encourage you to issue at least a 50% refund. Our intent is to reward property owners and managers who offer flexibility to travelers during this time of uncertainty with additional visibility in traveler searches on our platform. The idea is that the more you do now for travelers, the more we will reward you moving forward (so a 100% credit/refund will count more than 50% refund and so on). 
In addition, we are also:
  • Refunding the money we make through traveler service fees when someone must cancel a trip due to COVID-19, whether the cancellation is government-mandated or not. This is in effect for all stays booked before March 13 with a night between March 13 and April 30. Travelers don’t have to do anything to collect the refund, it will happen automatically over the next few weeks.
  • Automatically waiving the cancellation so it does not impact your ranking metrics or your Premier Partner status. You no longer have to call Customer Service to get the cancellation waived for cancellations issued from January 30, 2020, until further notice.
What we advise against

Property owners or managers who participate in any of the below behavior may have their listing removed from our marketplace:
  • Provide travelers with advice or recommendations related to their health at any time.
  • Intimidate travelers by saying things like “Travel is safer than staying at home.”
  • Dismiss the seriousness of this situation.
  • Cancel based on the traveler’s country of origin. 
Frequently asked questions
If you use property management software, please see our article for integrated property managers for additional information.
 
What options do I have besides canceling a reservation due to COVID-19?
If a traveler is unable to stay at your property due to COVID-19 for reservations booked before March 13, with a stay night between March 13 and April 30, consider offering them a full credit for the amount they’ve already paid. This credit can be applied to a future booking at your property within the next year. If your guest agrees, select "Credit for future booking" as your cancellation reason and refund 0%. You’ll need to coordinate with your guest and document the arrangement in writing.
 
How do I offer a credit?
To offer a credit, please see our article about the credit system which will show you how to issue a credit and answer the most commonly asked questions.
 
What if the traveler is unable to accept a credit?
If a traveler is unable to accept a credit for reservations booked before March 13, with a stay night between March 13 and April 30, we strongly encourage you to cancel and refund at least 50% of the amount they’ve paid to date and select "Coronavirus (COVID-19)" as the reason. The more you do now for travelers, the more we will reward you moving forward, (so a 100% credit/refund will count more than a 50% refund and so on.) If a traveler canceled through their traveler account, the refund amount may have been less than 100%. In these instances, you may refund any remaining amount through your account.
 
Additionally, COVID-19 related cancellations will not impact your Premier Partner status if they are refunded at 50% or more. We know you are taking care of travelers during this time, so we’ll automatically waive cancellations which have refunds of at least 50%. Please allow at least 7 days for the waived cancellation to appear in your account. 
 
How should I manage negative reviews that may result from COVID-19?
Reviews can only be completed after a traveler has stayed at your property. If a reservation is canceled, and the traveler does not stay at the property, they cannot leave a review. For current guests, we recommend that you continue focusing on great hospitality by reviewing your cleaning standards and providing guests with emergency contact information. Showing guests you care about their safety will help you earn a good review. 
 
Will I still earn power-ups for canceled bookings due to COVID-19?
You will still earn power-ups for accepting the booking, but not for completing the stay.