31 March 2020
• On 23 March 2020, the UK government stepped up measures to prevent the spread of coronavirus and save lives. Holiday rentals (with certain exceptions), along with other outlined businesses, must now close. We recommend that partners follow their local jurisdiction for updates in order to stay compliant and to learn more.
• For France, in accordance with Ordinance No. 2020–315 of 25 March 2020 relating to the financial conditions for the resolution of certain tourist travel and holiday contracts in the event of exceptional and unavoidable circumstances or force majeure, the owner or property manager may propose to issue, instead of reimbursement of all payments made by the traveller, a credit note. The traveller will have 18 months to use their credit. If the traveller does not use the credit during the eighteen-month period, the owner or property manager must reimburse in full the payments made by the traveller in respect of the cancelled booking, or where applicable, to reimburse the remaining credit balance.
27 March 2020
• If you or your guest cannot honour a booking due to concerns around the coronavirus (Covid-19), you have several options. We’ve created this resource to help partners understand how to issue credits or cancel a booking affected by Covid-19.
• If you’re still legally allowed to host (check your local government guidelines), you can set yourself up to earn travellers’ bookings by making it clear that their safety, comfort and well-being are your top priorities.
26 March 2020
• The effects of the economic downturn due to Covid-19 are far-reaching. If you are experiencing significant financial hardship, you may be eligible to take part in an economic relief programme.
25 March 2020
• As a result of partners’ cancellation policies, some travellers may have received a refund of less than 100%. We expect partners to provide at least a 50% refund if a traveller cancels due to Covid-19. During this unprecedented time, our intent is to reward partners who offer flexibility to travellers. The more you refund, the more you will be rewarded with incentives like additional visibility in traveller searches.
• Communications were sent to travellers with bookings after 30 April 2020 to ensure that travellers understand cancellation policies for upcoming stays. In this communication, it was recommended that travellers review their booking’s cancellation policies and work directly with partners if they need to reschedule the booking for a mutually agreed upon future date.
24 March 2020
• The Government of Spain declared the suspension of opening tourist accommodation establishments to the public until the end of the declaration of the period of the state of alarm, with some exceptions.
• We’ve been hard at work telling North American lawmakers about the devastating impacts that Covid-19 is having on the entire travel ecosystem, including holiday rental owners and managers. Now you can help! Contact your legislators and urge them to support relief for the holiday rental ecosystem.
23 March 2020
• The UK Government has new advisories on avoiding non-essential travel throughout the UK.
20 March 2020
• Communications were sent to travellers globally regarding the new emergency Covid-19 policy that was rolled out on 18 March 2020. For the updated policy and FAQs, please visit the partner and traveller Covid-19 help centre, which are being updated with all of the latest information.
• Due to the unprecedented volume of travel disruptions, payouts may take a few weeks to be processed. The payment schedule for each booking will show the most updated disbursement date. Thank you for your patience during this time.
19 March 2020
• While we appreciate partners’ need and desire to market what they do to clean and provide a safe environment, partners should avoid terms like ‘Covid-free’ or other language that may result in travellers viewing it as any kind of guarantee or official status for a property. If a partner can accurately state that no known guests with confirmed cases have stayed at the premises and that the CDC cleaning guidance is being followed, it would be fair to describe the relative safety of the home in that manner.
18 March 2020
• Today, we are introducing our Covid-19 Emergency Policy, a series of measures designed to help navigate these extraordinary circumstances. If a traveller reaches out to cancel or delay travel, we ask that you offer a full (or expanded) credit for stay dates within the next year (at no additional cost) for travellers who cannot currently take trips due to Covid-19. If the travellers are unwilling to accept a credit, we strongly encourage you to offer a full refund for their stay. We expect you to provide at least a 50% refund on cancellations for all stays with a night that falls between 13 March 2020 and 30 April 2020, including trips that are outside the set cancellation policy. We will refund our Traveller Service Fee in full for all cancellations.
17 March 2020
• We will waive all cancellations related to Covid-19, so they do not affect your ranking metrics or Premier Host status and you can focus on what is important.
• We’re grateful for the loyalty of our partners and thank you for your patience during this time. We know you may have questions regarding your Premier Host status and want to share more information related to cancellations. Cancellations waived due to Covid-19 will not impact your Premier Host status. Right now, we are focused on helping our customers with immediate travel concerns. We will continue to share updates and information and thank you for your patience and support.
16 March 2020
• As of today, if you use your dashboard to manage your properties, you no longer need to call Customer Support to get a cancellation waived. If you need to cancel a reservation due to the coronavirus (Covid-19), please refund the reservation in full through the reservation manager.
• As of today, if you use software, you no longer need to call Customer Support to get a cancellation waived. If you need to cancel a reservation due to the coronavirus (Covid-19), we recommend that you refund the reservation in full through your software.
• Review guidance from local health officials for cleaning and sanitation standards to make sure that you and your guests are safe during upcoming stays.
13 March 2020
• Travellers are feeling uncertain about future travel due to the coronavirus (Covid-19). This is a good time to review your cancellation policy and consider adopting a flexible or moderate policy. You can always change your cancellation policy as the situation changes.