What can I do if my reserve is affected by the coronavirus (COVID-19)?
Last update: April 20, 2020.
All reservations made for accommodation located in Spain (including the Canary Islands and the Balearic Islands), or made by people from this country, with an entry date between March 14, 2020 and May 9, 2020 (included) , except for people who carry out the activities stipulated in article 7 of the Royal Decree of the Government are included in the conditions of force majeure
The World Health Organization (WHO) has declared a health concern of international concern (PHEIC) in relation to the current outbreak of coronavirus, known as COVID-19. We are closely following the official instructions of the local health and government authorities while listening to the comments of our travelers, owners and real estate professionals. We will update this article as more information becomes available.
What should you do before booking?
- Consult the recommendations and travel restrictions of your destination, in addition to following the instructions of the World Health Organization.
- Review the property cancellation policies.
- Consider purchasing travel insurance that provides coverage for ailments caused by COVID-19, as long as you have been diagnosed and have taken the appropriate travel precautions upon departure. This insurance may not offer coverage against travel bans, quarantines, or fear of travel. Be sure to read the details of the policy coverage carefull
What can you do after booking?
- If you are currently on vacation in an area affected by restrictions, check the trip details for safety information and the corresponding emergency numbers. Also, follow the recommendations of local authorities.
- To cancel or change a future reservation due to current travel restrictions, you can do so directly by email email@example.com. If you make changes outside the cancellation period, please contact the owner or real estate professional regarding their cancellation and refund policies.
- If you purchased travel insurance, please contact the insurance company directly to resolve any concerns regarding coverage.
- If you have made the reservation with a credit card, contact your entity to find out if the service includes travel insurance and what the coverage is.
What are we doing as part of our emergency policy for COVID-19?
To help alleviate the uncertainty of the moment, we have implemented a policy that strikes the best balance to protect travelers, property owners, real estate professionals and society in general.
For reservations made before March 13 with nights of stay between March 13 and May 9, there are two possible options:
- Request Flexible Credit: If it is outside of the cancellation period, we have asked property owners and real estate professionals to offer a full credit for the amount you have paid. This credit can be applied to future reservations in the same property during the next year (at no additional cost).
- Request a refund: We strongly recommend that property owners and real estate professionals issue at least a partial refund for situations where flexible credit cannot be allocated. Although they are not required to provide a refund outside of the cancellation period, those who do not offer flexibility will be subject to penalties on our platform.
For reservations made with nights of stay after May 9:
- If your trip is after April 26, you must first review the cancellation policy of your reservation and take the necessary measures during the cancellation period.
Why can't they refund my reservation on behalf of the owner or real estate professional?
In most cases, we act as intermediaries for payments, but the homes on our platform belong to an owner or are managed by a real estate professional and it is they who determine the cancellation and refund policies. For every traveler who pays the hard-earned money for a getaway that they may never make, there is an owner or real estate professional who trusts their cancellation policies, as well as the money due under these policies. to pay the mortgage and its employees. However, during these extreme circumstances, the vast majority of property owners and professionals are aware of the situation and offer travelers credits or refunds.
What if I have already paid for a reservation after May 9?
We will continue to monitor and evaluate the situation taking into account the safety of travelers. You may have some options to manage your reservation:
- Consider purchasing travel insurance. Travel insurance may offer coverage for ailments caused by COVID-19, as long as you have been diagnosed and have taken appropriate travel precautions upon departure. This insurance may not offer coverage against travel bans, quarantines, or fear of travel. Be sure to read the details of the policy coverage carefully.
- Consider modifying the dates of your reservation. You can request a modification of the dates of your reservation by email.
If you have any further questions, we ask that you please wait to contact customer service when there is less left for your trip as a courtesy to other travelers.
I don't know when I will be able to travel again for now. Can I get a refund or a travel credit for a future stay?
For bookings made before March 13th with nights stay between March 13th and May 9th, we have asked owners and real estate professionals to offer a full credit for the amount you have paid. This credit can be applied to future reservations in the same property during the next year (at no additional cost). We highly recommend that property owners and real estate professionals issue at least a partial refund for situations where flexible credit cannot be allocated. Due to the unprecedented volume of travel interruptions, refunds may take a few weeks to complete.
What options do I have if the owner or real estate professional refuses to cancel the reservation and make a refund?
This decision ultimately rests with the property owner or professional. For bookings made before March 13 with nights stay between March 13 and May 9, we have recommended owners and real estate professionals to offer a full credit for a future reservation on the same property or a partial refund for the amount you have paid.
What should I do if I have a second payment scheduled?
If you have a future payment scheduled and are considering canceling the reservation or requesting a credit for future trips, please contact the owner or real estate professional directly by e-mail.
Where can I find more information about travel or health recommendations?
We highly recommend that all travelers, property owners and professionals follow the health and safety instructions of the health authorities and official travel recommendations. For your convenience, below is a list of resources that may be helpful to you.
World Health Organization (WHO)
Ministry of Health
Alarm status declaration