Coronavirus Information Hub

As travel restrictions begin to ease in some areas, TravelNest continues to closely monitor the situation regarding COVID-19 and we remain in daily contact with our channel partners. We appreciate that customers will be looking for information about bookings, cancellations and payments. 

We have provided information in our FAQs below, based on the latest information from the UK Government and our channel partners. This page will be updated with new information as restrictions lift and advice changes. We will also continue to contact our customers directly to inform them of any important changes or actions we will take on their behalf.

We appreciate your patience and are here to support you during this time.
The TravelNest Team

Last updated: 08.07.20

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Coronavirus FAQS

Following Government announcements that travel restrictions will be relaxed and tourism can resume in some areas, we are now accepting bookings via our channel partners for UK and Irish property arrivals up to, including and after 3rd of July 2020.

The previous calendar blocks that we put in place on your TravelNest calendar will now be removed and your property will be available for bookings from 3rd July onwards. If you wish to continue blocking your calendar, you can do this by logging into your TravelNest account and updating your availability. 

This will be kept under 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 3rd July in the UK or Ireland, 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 3rd July 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 3rd July 2020, these may still be honoured depending on the channel partner.

Currently, all channels are honouring bookings 3rd July, however, this may change in the future based on UK Government advice.

We are in constant communication with our channel partners and will continue to keep you updated of any changes that are made as we get more clarity on the UK Government’s lockdown exit strategy.

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 3rd July 2020 for all properties in the UK and Ireland 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 3rd July 2020. If your enquiry is specifically related to a booking, please contact bookings@travelnest.com.

If you still need to contact us in relation to other matters please do so via email 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