Coronavirus Information Hub

Last updated 28/01/21

Statement from TravelNest

As we move into 2021, the vacation rental industry continues to be affected by the Coronavirus pandemic. At TravelNest, our number one priority is the health and wellbeing of all our customers and their guests, as well as our team and their families. Our thoughts are with those who have been affected.

At the beginning of January, Governments in the UK, Northern Ireland, The Republic of Ireland and across Europe announced tough lockdown restrictions to prevent the spread of Coronavirus, and contain the transmission of new variants. Please rest assured that TravelNest continues to closely monitor the situation in each country, and work with our channel partners to continually assess the impact for our owners and their guests.

We appreciate that our customers will be looking for information about new bookings, existing bookings, cancellations and payments at this time. We are receiving a high volume of calls and emails to our Customer Operations and Bookings Teams and are dealing with these as quickly as possible. Throughout the pandemic, we have provided regular email communications to update customers as the situation evolves, and to provide information about any actions we need to take on your behalf.

We have provided as much information as we are currently able to in our FAQs below. This is based on the latest available information from the Government(s) and our channel partners. As the advice and direction from Government(s) and our channel partners changes, we will continue to 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

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Coronavirus FAQs

Whilst current lockdown restrictions remain in place across the UK, we can only accept bookings which comply with legitimate reasons for travel. No automatic calendar blocks are currently in place. Please note:

  • If your calendar is currently open for bookings, your property will remain live and bookable on each of your chosen channels.
  • For any new bookings and enquiries, we have updated our guest messaging to remind guests of their responsibilities.
  • We will state in the booking confirmation email to the guest, and any other interactions, that it is their responsibility to check local requirements relevant to the property and ensure they are compliant.
  • We will also remind guests that measures are subject to review and it is their responsibility to ensure they are compliant on arrival and remain compliant for the duration of their stay.
  • We will also reiterate that the channel cancellation policy will apply.
  • Please note there are some exceptions e.g. if you, the owner, or a member of the guest party develops COVID19. See the latest channel cancellation policies for more information.
  • All guests with existing bookings up to and including the 12th April will be contacted by our Bookings Team to verify their legitimacy for travel based on current permitted reasons.
  • Our Bookings Team will keep you updated on the status of each affected booking.
  • If you have a concern about an upcoming booking you can get in touch with us at bookings@travelnest.com.
  • Our approach is always to seek a mutually agreeable solution for the guest and owner; for the avoidance of doubt the channel policy for cancellations will ultimately apply if resolution can’t be found.

For new bookings and enquiries it is the guests’ responsibility to ensure they comply with lockdown measures or local restrictions. That said, it is in all our interests not to accept bookings that obviously contravene any existing lockdown measures or local restrictions. We will work in partnership with you, as best we can, to be vigilant and screen new bookings to identify whether there is a legitimate reason for travel. Our aim is to ensure that only bookings which comply with the list of permitted reasons for travel, can go ahead.  We kindly request your support with this. We will deal with these as they arise on a case by case basis. As the situation is very complex and ever-changing, we are unable to guarantee that we can successfully identify every non-compliant booking on your behalf. We strongly encourage you to also review all bookings and raise any concerns with us and / or the guest.

At the present time, we are NOT implementing any automatic calendar blocks for properties in England, Northern Ireland, Scotland and Wales.

Your property will remain live on your chosen channels, and will be available for bookings.

However, please note you can block any dates you do not wish to receive bookings for and this will be reflected on your chosen channels. Our help guide explains how to do this.

We also recommend ensuring you have pricing in place for your property throughout 2021. Guests are booking ahead into 2021 (and 2022), so having your property priced beyond 2020 will increase your ability to attract future bookings.

To update your pricing please refer to our customer help guide.

Please be aware that we are currently experiencing exceptionally high volumes of calls and emails to our Customer Operations and Bookings Teams. At the present time, we are prioritising these by date of stay. Wherever possible, we ask that you refer to our customer help guides for more information.  If your enquiry is specifically related to a booking, please contact bookings@travelnest.com.

If you need to contact us about your account, please email us at owners@travelnest.com 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 UK 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.

For owners with properties based in Scotland, the Scottish Government has announced support measures for businesses and the self-employed. More details can be found 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 15th March 2020, with a check-in date between 15th 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.

Please note that bookings with check-in dates after 31st May 2020 are not covered by this support scheme. If travel continues to be disrupted, Airbnb’s Extenuating Circumstances policy may cover June reservations that were booked before 15th March 2020.

We are currently in discussions with Airbnb to determine the specifics of how this will work, and expect to receive details about affected owners and bookings in the first week of May. 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.

If your vacation rental property is located in Ireland, Spain, France or Italy, we recommend that you refer to the latest Government guidelines:

  • Irish Government information can be found here.
  • Spanish Government information can be found here.
  • French Government information can be found here.
  • Italian Government information can be found here.

The latest advice from the UK Goverment

Helpful content from our partners on the Coronavirus outbreak