We are no longer accepting bookings via our channel partners up to and including 14th April 2020.
We are cancelling or deferring existing bookings which are due to arrive up to 14th April 2020.
Last updated: 01.04.20
Many people across the vacation rental industry are feeling the impact of the recent Coronavirus outbreak. Our number one priority is the health and wellbeing of all of our customers, our team and their families. Our thoughts are with those who have been affected.
As a business, TravelNest is continuing to closely monitor the situation regarding Coronavirus (COVID-19). We appreciate that our customers will be looking for information about their bookings, cancellations and payments at this time. As the situation continues to evolve, we are dealing with a high volume of calls and emails to our Customer Experience Team and are dealing with these as quickly as possible.
We have provided as much information as we are currently able to in our FAQs below, based on the latest information from the Government and directly from our channel partners. As the advice and direction from the Government and our channel partners changes, we will continue to monitor and update this page with the latest information as necessary.
We appreciate your patience and are here to support you during this time.
The TravelNest Team
Following the Government’s announcement to restrict all non-essential travel, we are currently not accepting any new bookings via our channel partners for arrivals up to and including 14th April 2020.
Your TravelNest calendar will be automatically blocked from accepting bookings for arrivals up to and including this date. Bookings for after this date can still be made via our partner channels but this will be kept under continual review as we learn more from the Government and our channel partners.
If you have a booking that is due to arrive between now and 14th April 2020, this will be deferred, if possible, or if not, cancelled in line with current Government advice to stay at home. Our team will begin contacting guests in date order, beginning with the most immediate bookings.
If the guest wishes to move the booking to a future date, after 14th April 2020, and the channel allows us to do this, we will proceed with amending the booking dates and confirm the new booking details to you. If there is any change to the financial value of the booking as a result of moving the booking we will ensure this is made clear to both the guest and yourself.
If the guest does not wish to move the booking, we will proceed with cancelling the booking. If you have already received funds from us for this booking, we will seek to recover these funds from you.
Please be assured that we will work closely with you to facilitate all requests where possible and resolve bookings to reach the best possible outcome for you whilst taking account of the Government’s current position.
As we hope you will appreciate at this time, we need to prioritise owners with immediate bookings. If you have bookings with arrival dates after 14th April 2020, these may still be honoured depending on the channel partner.
Currently, all channels are honouring bookings after 13th April 2020, however, this may change in the future based on UK Government advice.
We will be back in touch as Government advice is updated.
You don’t need to take any action in your TravelNest account such as blocking dates or removing channels etc.
TravelNest will be automatically blocking all dates up to and including 14th April 2020 for all owners to prevent any new bookings. Where you can take action is updating your pricing to extend into 2021. Guests are enquiring to delay bookings, having your property priced beyond 2020 will give increased options to defer bookings rather than cancel bookings with guests.
To update your pricing we have the following help guide.
Please be aware that we are currently experiencing exceptionally high volumes of calls and emails to our Customer Experience Team. Wherever possible, we ask that you refer to our customer help guides for more information. Our team will prioritise communication with owners and guests with bookings due to arrive between now and 14th April 2020. If your enquiry is specifically related to a booking, please contact email@example.com.
If you still need to contact us in relation to other matters please do so via email at firstname.lastname@example.org and our team will get back to you as soon as we can.
There are a number of steps you can take now to protect the financial health of your vacation rental business.
1. Talk to your bank and request a mortgage payment holiday
If you own the vacation rental property, you may be eligible for a payment holiday that will give you some financial breathing space. This means you’ll pay nothing for a fixed period of time, however you would still accrue interest on the amount owed. Contact your mortgage supplier for more details.
2. Get in touch with your Insurance Company
Check with your Insurance Company if your company is protected for loss of earnings due to COVID-19 or Coronavirus. Read the policy carefully, to supplement the information from insurance companies.
3. Refer to the latest Government advice
The UK Government has created a range of support measures for businesses affected by COVID-19. You can read the latest information on business support here.
Information from our partners regarding cancellations during the Coronavirus outbreak can be found in our customer help guide.
We recommend getting your listings in the best possible shape for when bookings start to pick up. We have developed a range of customer help guides to help you improve every aspect of your listings.
Airbnb has recently announced a support package to help hosts impacted by cancellations due to Coronavirus COVID-19. This will cover properties booked on or before 14th March 2020, with a check-in date between 14th March 2020 and 31st May 2020. Airbnb will be paying 25% of what you would have received for a cancellation if the guest has now received a full refund as a result of the Coronavirus.
We are currently in discussions with Airbnb to determine the specifics of how this will work. Please be assured that we will pass back 100% of any funds we receive from Airbnb on your behalf to you as soon as possible. Once we have full details from Airbnb, we will contact affected owners to confirm how we will process any payouts due on your behalf.