What happens if my booking is affected by the Coronavirus (COVID-19) outbreak?
The Coronavirus outbreak has affected many bookings in many destinations.
Read about Government travel restrictions and advisories here.
You may have some questions about current or upcoming bookings, or about future bookings you would like to make.
The exact procedures and terms for your booking will depend on the channel through which the booking is made. Different websites have different policies for extenuating circumstances, refunds and cancellations and so it is important to check with them first.
For more information and support, please contact bookings@your.rentals.
The below dates should be considered as a guide. They may vary between channels or location, and may be changed or extended without notice.
Bookings made on or before 14 March 2020 with a check-in date on or before 3 December 2020
Depending on your chosen rental channel, many bookings are subject to Force Majeure / Extenuating Circumstances.
You are therefore entitled to a full refund for your booking if you choose to cancel. You will be required to provide documentation to prove that you are unable to travel due to circumstances beyond your control.
If however you are able to do so, we highly recommend that you rebook the property for alternative dates. The tourism industry has been hit hard during this outbreak, particularly small independent businesses like vacation rentals. Your continued support could help provide much needed stability for rental hosts who are trying to maintain their business in difficult circumstances.
If you don’t yet know if or when you would like to rebook, you can select provisional dates which you may then change or cancel in the future at no extra charge.
Bookings made after 14 March 2020
OR
with a check-in date after 3 December 2020
In most cases, these bookings are currently not subject to Force Majeure / Extenuating Circumstances.
Your booking therefore remains subject to the cancellation policy agreed when you made the booking. In this special situation, we would highly recommend you to change the travel date in order to avoid cancellation fees.
If you don’t yet know if or when you would like to rebook, you can select provisional dates which you may then change or cancel in the future at no extra charge.
Other Extenuating Circumstances
There may be cases where a booking does not meet the above EC requirements for booking or check-in dates, but still becomes subject to Extenuating Circumstances due to other reasons which prevent or prohibit completion of the reservation.
For example:
-
Government travel restrictions
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Declared emergencies and epidemics
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Military actions and other hostilities
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Natural disasters
If your booking is determined to be subject to Extenuating Circumstances you are entitled to a full refund for your booking if you choose to cancel. You will be required to provide documentation to prove that you are unable to travel due to circumstances beyond your control.
How to Rebook your stay
If you are able to do so, we highly recommend that you rebook your stay for other dates in the future.
If you know which dates you would like to rearrange your trip for, you can complete this form and we will liaise with the rental host to find out if it's possible to rebook your stay.
If you choose to rebook, but then need to cancel your stay, you can do so with no additional charge. If you need to alter the dates of a rebooked stay, and the new booking dates are more expensive than the original amount you paid, you will need to pay the difference at the time of alteration.
If you don't currently know when you'd like to travel, but you would still be interested in staying at the property, you can request credit towards a future booking. Ask our support team about Rebooking Credit by emailing bookings@your.rentals.