Coronavirus Information Hub

Statement from TravelNest

Many of us across the vacation rental industry are feeling the impact of the Coronavirus outbreak. At TravelNest, our number one priority is the health and wellbeing of our customers and guests, our team and their families. Our thoughts are with those who have been affected.

On 22nd September, new measures to prevent the spread of Coronavirus were announced by Governments across the UK and Ireland. TravelNest continues to closely monitor the situation as it evolves and the impact on our customers and guests.

We appreciate that our customers will be looking for information about upcoming bookings, cancellations and payments at this time. We are receiving a high volume of calls and emails to our Customer Experience Team. We are dealing with these as quickly as possible. We will contact you by email to provide updates as the situation evolves.  

We have provided as much information as we are currently able to in our FAQs below, based on the latest information from the Government(s) 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

eBook: Getting Through Coronavirus - A Guide for Vacation Rental Hosts

Get expert advice and tips from the TravelNest team to help you cope with the impact of Coronavirus on your vacation rental and plan for future success.

Coronavirus FAQS

Yes, we are currently accepting bookings for all properties, with the following measures:

  • We have updated our guest messaging for new bookings and enquiries, 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 throughout 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.

With regard to existing bookings, again it is the guests responsibility to ensure they are compliant with the latest measures, even if they booked before these new measures were announced. At the same time it is in everyone’s interest to act with vigilance. We therefore suggest you review all existing bookings that will arrive in the near future. If you have a concern please do reach out to the guest yourself. You can also 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 owners with larger properties that are typically booked by groups, our default position will be to keep these open for bookings, however if you do not wish to receive bookings then please block your calendar.  You may also wish to consider amending your pricing to attract smaller groups that comply with the local measures. 


For new bookings and enquiries, as previously stated, it is the guests’ responsibility to ensure they comply with local measures. That said, it is in all our interests not to accept bookings that obviously contravene the new measures. We will work in partnership with you, as best we can, to be vigilant and screen new bookings where there looks to be a very obvious breach of local measures. 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. 


For existing bookings, per above, we advise that you review those due to arrive in the near future and raise any concerns with the guest. You can also get in touch with us at bookings@travelnest.com.

At the present time, we will not block any dates in your calendar and your property will remain open for bookings. If you do not wish to receive bookings for the time being, please login to your TravelNest account and update your availability in your Property Profile. 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 Experience Team. 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 something else, 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