Handling COVID-19 Cancellations
This resource page is being created and updated for our members to refer to during this difficult time.
How To Handle Cancellations During the COVID-19 Pandemic
We encourage all hosts to reach out to their guests to discuss their upcoming reservation.
Sometimes, a guest may still want to come on their trip and knowing that your area is safe and that your home is still available will offer the the security and peace of mind they need to keep their reservation as-is.
Another option is to offer guests the chance to re-schedule their stay to a later date in the year or the following year.
You may discuss the option of full credit toward a future stay at your property.
Finally, cancellation is always an option but knowing how this is handled by your hosting platform is key. So make sure you understand those policies.
We have this sample e-mail we have used to help save many reservations from being cancelled. You may edit this to fit your situation.
Airbnb is using its Extenuating Circumstances policy to fully refund guests who cancel their reservation. The key date to keep in mind here is March 14, 2020.
Airbnb is now offering guests who want to cancel, the option to receive a full refund or travel credit when they cancel a reservation.
RESERVATIONS MADE ON OR BEFORE MARCH 14, 2020:
Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date between March 14, 2020 and May 31, 2020, may be canceled before check-in. This means that guests who cancel will receive, at their option, travel credit or a full cash refund, hosts can cancel without charge or impact to their Superhost status, and Airbnb will either refund, or issue travel credit in an amount that includes, all service fees.
Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date after May 31, 2020, are not currently covered for COVID-19 related extenuating circumstances. The host’s cancellation policy will apply as usual.
If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.
RESERVATIONS MADE AFTER MARCH 14, 2020:
Reservations for stays and Airbnb Experiences made after March 14, 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual.
Our extenuating circumstances policy is intended to protect guests and hosts from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected. Please remember to carefully review the host's cancellation policy when booking and consider choosing an option that provides flexibility.
Go read Airbnb's full COVID-19 Extenuating Circumstances Policy here: https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid19
HomeAway allows homeowners and property managers to set and enforce their own cancellation policy. Therefore, guests have to contact the homeowner or property manager to discuss options.
HomeAway is encouraging homeowners and property managers who list homes on their platform to adopt more flexible cancellation policies in light of COVID-19 and to offer full refunds to those who wish to cancel for concerns of their own well-being. However, the decision is left to the homeowner and/or property manager.
Go read HomeAway's full COVID-19 Cancellation Policy here: https://help.homeaway.com/articles/What-can-I-do-if-my-reservation-is-affected-by-the-Coronavirus
Cancelled/Postponed Vegas Events
For a list of cancelled/postponed events in Las Vegas due to the coronavirus go HERE.
Major utility companies in the Las Vegas valley are offering to help customers facing financial hardship.
The following companies are offering payment support and suspending disconnections for non-payment. Contact each for details:
Las Vegas Valley Water District (LVVWD)
Southern Nevada Water Authority (SNWA)
The IRS and Treasury Department are going to be offering help for taxpayers, businesses and others affected by the coronavirus. Some of the help may include a payroll tax cut, extending the tax deadline beyond April 15, loans for businesses in the hospitality industry, paid sick leave for workers who become sick from the coronavirus, expanding unemployment insurance, and other assistance for small businesses.
We will keep updating this page.