Updated November 2020.
 
We applaud you for everything you’ve done for guests during the COVID-19 pandemic. For every guest who paid hard-earned money for a holiday they may not take, we know there's a host who relies on set cancellation policies to pay their mortgage and hard-working employees.

Best practices
  • Check the Government advice for accommodation providers at GOV.UK, which currently states that accommodations should only be listed for essential, non-commercial purposes.
  • Consider implementing the following guidelines for cleaning your vacation rental. Local jurisdictions may offer further guidelines.
  • Follow guidance from the World Health Organisation in addition to local travel recommendations and restrictions.
  • Update your cancellation policy and consider adopting a flexible or moderate policy for the time being. Guests look for properties with more flexible cancellation policies.
  • Review the safety features in your property editor and consider adding local hospitals and emergency numbers.
  • If you are impacted by current travel or vacation rental restrictions, we suggest blocking your calendar or temporarily hiding your listing until the end of the travel restriction. Continue to check with your local jurisdiction for changes to that timeline.
What we advise against
  • Provide guests with advice or recommendations related to their health at any time.
  • Intimidate guests by saying things like “Travel is safer than staying at home.”
  • Dismiss the seriousness of this situation.
  • Encourage guests to violate local laws or emergency orders.
  • Cancel based on the guest's country of origin.
Dealing with negative reviews
Reviews can only be completed after a guest has stayed at your property. If a reservation is cancelled, and the guest does not stay at the property, they cannot leave a review. For current guests, we recommend that you continue focusing on great hospitality by reviewing your cleaning standards and providing guests with emergency contact information. Showing guests you care about their safety will help you earn a good review.

About our previous COVID-19 policy
Between March 13th and June 30th, we enacted a policy to strike the best balance between guests and hosts who were impacted by COVID-19. While our policy has ended, we continue to monitor the situation and will update as needed.