All products, services, or links mentioned on my website are for products and services that I have personally used and/or recommend. Some of the links are affiliate links. This means if you click on an affiliate link and purchase an item, I may receive an affiliate commission at no extra cost to you. All opinions remain my own.
COVID-19, the coronavirus, has become something we cannot ignore. It has become clear that the travel industry is going to take a large hit from this global pandemic.
As vacation rental owners, how we handle this crisis with our current guests, upcoming guests, and potential guests, is certain to impact our outcome when this crisis is over.
I’m a fellow vacation rental owner, so I’m in the same boat as you. At this point, I don’t feel it is a sinking ship. But we can’t ignore the fact that there’s a hole developing in the bottom of the boat and we need to plug that hole quickly.
In this article, I am addressing some of the issues we need to consider as this pandemic spreads to our vacation rental destinations. With the topics that follow, I’m trying to get ahead of the curve.
The good news is, not all guests will cancel. Depending on your area, some guests may choose to continue your vacation because it feels safer than staying in their own city. Some just need the break and the reward outweighs the risk of coronavirus exposure.
These COVID-19 coronavirus tips for vacation rentals will help you maintain great business relationships, while also minimizing the financial impact we are facing.
Due to the social distancing recommendations and the numerous event/venue cancellations, most vacation rental owners will be facing guest cancellations.
For more details on refunds, please read: COVID-19 Coronavirus Tips: Guest Cancellations and Refunds
As of 03/14/20, Airbnb is providing a 100% refund to guests with refunds through 04/14/20 who want to cancel. The owner has no option but to provide a 100% refund for these Airbnb guests, even though their cancellation policy may be more strict.
As of 03/14/20, Vrbo is recommending owners to refund 100%, but they have not yet made it a requirement.
For direct bookings, owners will have to decide how they handle the cancellations. Some are choosing to refund, some are partially refunding, and others are not refunding at all.
We have chosen to share the financial burden with our guests. There are also other options for your guests who choose to cancel. For more details on cancellations and refunds, please read: COVID-19 Coronavirus Tips: Guest Cancellations and Refunds.
Even if you are sticking to your strict cancellation policy, be courteous in responding to cancellation requests.
Keep in mind that your guests are concerned, confused, and disappointed with having to cancel. At the least, extend an invitation for them to book again at a later date.
For more ideas about handling cancellations, read: COVID-19 Coronavirus Tips: Guest Cancellations and Refunds.
It is important to always keep a good relationship and open communication with your cleaning service. Ultimately, your cleaning service and “make or break” your vacation rental.
It is super important to have a conversation with your cleaning service. Letting them know that you’re concerned about their health and well-being will go a long way in developing a good business relationship. The conversation will also give you the opportunity to ensure that your cleaning service is able to sufficiently handle the coronavirus.
Remember that your cleaning service is also taking a financial hit during this crisis.
Some owners are choosing to pay the cleaning service even if the guest cancels. Some owners are paying a reduced cleaning fee, and some aren’t paying anything.
Whether you can afford to or want to pay your cleaners for a canceled reservation is a financial and a moral decision. But it can also be a wise business decision in strengthening the relationship with your cleaners.
As of this writing, we have not yet decided how we will handle this issue. The outcome will be dependent on the volume of cancellations we receive.
You might have the most reliable cleaning gal in the area, but understand that not all cleaning services are professionals. Cleaning professionals are educated on the specific types of sanitizing and disinfecting supplies that should be used. They are skilled in knowing the proper techniques and procedures for germ and dirt removal.
If your cleaning service falls into the unprofessional category, work together in developing a good plan of action for addressing proper sanitation and disinfection protocols for your property.
Regardless of the level of cleaning crew you hire, communication during the coronavirus epidemic is crucial.
For more tips on germ-proofing your vacation rental, read: How to Help Guests Prevent the Spread of Flu & Colds
or DOWNLOAD MY DEEP CLEANING CHECKLIST
Things will change rapidly as we progress through the coronavirus pandemic. Monitoring the local news in your vacation rental’s area is important for a couple of reasons.
Local news channels post frequent updates on their social media channels. Social media is a great way to stay alerted to what is occurring in your vacation rental’s area.
Stay up-to-date on the number of positive cases of COVID-19 in the area. By monitoring this data, you’ll be better able to predict when additional area closings and guest cancellations will occur.
Note any activities, events, business, or restaurants who are closing or taking additional precautions. This information will be very helpful for guests who decide to continue with their vacation plans. Share as much up-to-date information as you can. Your guests will appreciate the added hospitality.
Monitor any items that may be in short supply locally.
As I mentioned above, it’s important to keep guests informed of any coronavirus updates for your rental’s area.
In addition, let your guest know what you and/or your cleaning service is doing to mitigate potential coronavirus exposure at your property. You may wish to provide a list of cleaning supplies used and/or details of additional attention given to high-touch areas.
Provide your current guest with the local TV and radio channels so they can easily monitor the local news for emergent instructions.
In case your guest becomes ill, have this information handy. Make sure your guest is aware of the closest emergency room, hospital, and/or urgent care facility. In addition, provide the location of the nearest “drive-through testing site”.
Lastly, begin thinking about how you would handle a guest who has been asked to self-quarantine. If you have guests who decide not to cancel, this could be a real possibility.
I don’t have the answers to these questions, or even suggestions at this point. I’m still working through the possibilities myself. If you have suggestions for COVID-19 coronavirus tips for vacation rentals, please leave a message in the comments below.
As business owners, it’s important to remain calm. The best way to remain calm during the chaos is to be prepared. By considering the scenarios mentioned in this article, you can more easily create a plan of action. In doing so, you’ll be far ahead of your colleagues.
Think through your decisions carefully. And don’t be afraid to change your plan of action. This is unchartered territory for all of us, but we will persevere.
Feel free to reach out to me if you have questions about how to handle coronavirus-related vacation rental issues. Together we can work through it and come up with your best course of action.
…And don’t forget to wash your hands.
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Here are some of the topics included in the Social Media Marketing Bootcamp Course:
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Would you like to take Direct Bookings for your vacation rental, but you don’t know where to start? Evaluate where you are and what steps you need to take to gain back control of your vacation rental business. It’s not as hard as you might think.
Learn what Trendy Hospitality is all about. And learn more about me and why I have such a passion for vacation rental management and marketing.
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All products, services or links mentioned on my website are for products and services that I have personally used. Some of the links are affiliate links. This means if you click on an affiliate link and purchase an item, I may receive an affiliate commission at no extra cost to you. All opinions remain my own.
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