Large VRM Policy Updates

by Jim Prugh

Summary: Below is a summary of how several large vacation rental management companies are dealing with cancellation policies.

TURNKEY VACATION RENTALS

As of 2 June 2020, Turnkey Vacation Rentals standard cancellation policy went back into effect for all existing bookings - no credits will be issued for non-refundable payments.  Travel insurance is encouraged.

Turnkey is the subject of a class action suit by travelers who were forced to cancel plans due to the coronavirus pandemic, last updated 28 April 2020.

Turnkey’s cancellation policy employs the Southwest Airlines model that attempts to protect the host as well as the guest, last updated, 16 March 2020:

Guests with bookings 30 days or less from check-in, who have paid-in-full and want to cancel within 30 days of your check-in date will receive a full credit toward a future stay, but guests must cancel before original check-in date, or June 1, 2020, whichever comes first.

For guests with bookings more than 30 days from check-in, TurnKey’s 10% non-refundable deposit will be credited toward a future stay at any home.  Guests must rebook by 21 February 2021.

If guests choose not to cancel their booking, and pay for it in-full at 30 days before check-in, no refunds or credits will be provided.

HOMES AND VILLAS BY MARRIOTT

UPDATE: Marriott's Homes and Villas cancellation policy allows guests with existing reservation for any future arrival date will receive full changed with or cancellation with charge up to 24 hours prior to arrival, provide that the guest contacts my 5 July 2020.

UPDATE: 3 April 2020, Marriott's Homes and Villas cancellation policy (click on pandemic updates at top of page) allows for a full refund, provided guests cancel before the cutoff date for arrival dates between 16 March and 30 June 2020.  Guests cancelling after the cutoff date will receive a full credit for a future stay withing 12 months of original check-in date.

Marriott’s Homes and Villas Cancellation Policy, last updated 17 March 2020, offers guests to rebook their stay without penalty or receive a full credit toward a future stay within 12 months, if the reservation was made before 16 March 2020 with a check-in date between 16 March and 30 April 2020.  Guests must notify at least 48 hours prior to check-in.

EVOLVE

UPDATE: Evolve's COVID-19 policy states that it will waive the non-refundable policy and provide future travel credits for guests checing in before 15 July 2020.  After that day, Evolve can assist the guest to reschedule a trip to the same home.

UPDATE: 7 April 2020, Evolve is waiving its non-refundable policy, offering full credit for guests with check-in prior to 31 May 2020.  After that date, Evolve can help guests reschedule their stay.  For guests who have made a partial payment, that amound can be credited back to the guest.

Evolve allows guests to rebook, reschedule or provide a credit if the check-in date is between now and April 15.  If check-in is after April 15, guests can reschedule their trip.

VACASA

UPDATE: Vacasa cancellation policy, updated 5 June 2020, allows guests with check-in dates through 30 June 2020 to reschedule with no change fee.  If guests cancel, guests receive a credit for the trip costs, including taxes and fees.  Trips with check-in dates after 30 June 2020 receive a full credit or refund, less the booking fee, if Vacasa is contacted at least 30 days prior to check-in.

UPDATE: Vacasa is taking reservations for check-in on 1 May 2020 or later.
The COVID-19 cancellation policy, last updated 25 March 2020, allows guests to reserve, free of charge, another home using 100% of their reservation cost as a credit, paying the difference if higher.  Or guests may cancel with a 100% credit toward a future stay.  Guests with check-in dates 30 days or more after 25 March 2020, may cancel for a refund minus the booking fee and associated taxes.

ONEFINESTAY

UPDATE: OneFineStay's cancellation policy depends upon whether the property is part of the City Collection - Standard or Flexible or Villa Collection.  THe flexible fee cancellation policy is valid only for bookings made prior to 15 March 2020.

OneFineStay's cancellation policy, last updated on 23 March 2020, is being reviewed and updated daily.  Guests with non-flexible stays through 30 April 2020 will receive a voucher for a future stay withing 12 months.  Other cancellation policies apply.

GUESTY

Guesty has provided a comprehensive site on navigating COVID-19 as a property management company including "5 New Traveler Types," "Why Cabin Rentals are Key for Locals," and "Hosting Self-Quarantined Guests."  This site includes links to Airbnb, Booking.com, Transparent, AirDNA, Properly, PriceLabs, Rentals United, HomeAway and TripAdvisor.

MAJOR HOTEL CHAINS

Money Magazine on 6 April 2020 provided every major hotel's coronavirus refund and cancellation policy, provided for comparison to vacation rental management companies.