Update to TurnKey’s Cancellation Policy regarding COVID-19 Concerns

Updated January 21, 2021

We understand planning travel this year can be a challenge. But we want to make that experience easier when using your TurnKey Future Stay Credit. With the continued uncertainty around travel, we’ve worked with our homeowners to extend the deadline to use your credit, depending upon when you received it:

BEFORE December 1, 2020: If you received a TurnKey Future Stay Credit before December 1, 2020, you can now use your credit to book a stay any time on or before December 1, 2021.

AFTER December 1, 2020: If you received a TurnKey Future Stay Credit after December 1, 2020, you can now use your credit to book a stay any time on or before June 1, 2022.

When you are ready to use your future stay credit, you can give us a call at 888-512-0498.

Please note: Many of our homes have booking lead-time requirements of 1-3 days and most homes do not allow for same-day bookings.

We hope this extension to book your stay allows for more flexibility in your 2021 and 2022 vacation plans, and we look forward to hosting you this year. 

Updated March 20, 2020

We were pleased to work with our homeowners to temporarily offer a more flexible policy given the uncertainty of travel due to COVID-19. This policy allowed guests to secure a future-stay credit for 100% of the value of any non-refundable payments.

As detailed below, this temporary policy ended on June 1, 2020. Starting June 2, 2020, our standard cancellation policy went back into effect for all existing bookings, and credits will no longer be issued for non-refundable payments. (See chart below.)

As travel plans and conditions can often change, we have always recommended guests secure travel insurance. We offer two options through our travel insurance partner, including standard or “cancel for any reason” insurance policies. To learn more about these policies, including any limitations, please click here.

In response to COVID-19, we have also enhanced our GuestWorks® cleaning system and verification technology to ensure the safety of our guests, homeowners, vendors and team members. Click here to learn more about our enhancements and updated standards.

Standard Cancellation Policy Chart

We know many of our guests continue to have concerns and questions about their travel, both today and in the future. We are committed to connecting with every customer, and apologize for the long wait times to reach our Guest Experience team.

To take action more quickly, guests can now cancel and receive their credit toward a future stay directly in their TurnKey Guest Portal. We have also taken steps to enhance our updated cancellation policy to be more flexible for guests. (See details below.)

Why We Changed Our Policy

The current situation around COVID-19 is unprecedented, and we truly empathize with those who cannot travel at this time. It is important for us to make sure guests know they won’t lose the value of their reservation. But as a property management company, we are also in the unique position of balancing the needs of multiple stakeholders.

Please know that on the other side of every refund request of a non-refundable booking is a homeowner, another person also experiencing hardship. The reservation agreement entered into by guests helps them pay for expenses like a mortgage, maintenance and utility bills. Many of these homeowners are facing multiple potential cancellations in light of the uncertainty created by COVID-19.

At TurnKey, we recognize our responsibility to both guests and homeowners during these difficult times. We remain dedicated to finding the best solutions, and doing the right thing for the safety and concerns of our guests, homeowners and team members.

For more context on what makes this situation unique for vacation rentals, and how airlines and other travel brands have adopted similar policies, please see this article from VRM Intel:

“Vacation Rental Management Companies Adapt Cancellation Policies to Extend Rebooking Dates and Offer Credits”

Policy Updates for Cancellations and Credits Toward a Future Stay

In light of continuing uncertainty around travel due to COVID-19, we updated our cancellation policy to add greater flexibility for our guests. Our policy is similar to Southwest Airlines and other brands in travel and hospitality, allowing for credits to be used toward future stays.

  • For guests with bookings 30 days or less from check-in: If you have paid-in-full and want to cancel within 30 days of your check-in date, you will receive a full credit toward a future stay at the same home (subject to availability and rates for the future dates).

    To receive your credit, you must have cancelled your reservation on or before your original check-in date, or June 1, 2020, whichever came first.

    You will have until December 1, 2021, to rebook your stay using your credit, and can rebook your stay with a check-in date any time before December 1, 2021.

    When ready to use your credit to rebook, please call TurnKey at 888-512-0498.
  • For guests with bookings more than 30 days from check-in: TurnKey only collects a 10% non-refundable deposit. We are adopting the Southwest approach and making that deposit available as a credit toward a future stay at any home.

    To receive your credit, you must have cancelled your reservation on or before your original check-in date, or June 1, 2020, whichever came first.

    You will have until December 1, 2021, to rebook your stay using your credit, and can rebook your stay with a check-in date any time before December 1, 2021.

    When ready to use your credit to rebook, please call TurnKey at 888-512-0498.
  • Rate Guarantees for the Same Stay Next Year: Just like prices for airline tickets and hotel rooms, our rates fluctuate throughout the year, especially when booking far in advance. However, if a guest has paid in full for their reservation and wants to rebook the home for the same dates next year, we will guarantee the same pricing.

    Our pricing system can’t do this automatically, so guests may not see this reflected on our website. This may take some time for our team to work through, but no one will pay more for the same trip next year if you are booking with the same dates.
  • Cancellation Policy for Rebookings: Our flexible cancellation policy outlined above will not apply to rebookings or new bookings. As such, we strongly recommend travel insurance, including policies that cover cancellations for any reason.

    In addition, if a guest chooses not to cancel their booking according to the terms above, and pay for it in-full at 30 days before check-in, please understand that no refunds or credits will be provided (according to the standard cancellation policy in the rental agreement).

POLICY Q&A

Why are you issuing credits similar to Southwest Airlines and other travel brands? 

In these uncertain times, we are trying to do what’s right for both guests and homeowners. We believe this approach strikes a balance between guests retaining the value of their reservation, and helping homeowners who are facing multiple cancel requests, which may impact their ability to maintain mortgage and utility payments, or other essential items during these uncertain times.

For more context on what makes this situation unique for vacation rentals, and how other travel brands have adopted similar policies, please see this article from VRM Intel: “Vacation Rental Management Companies Adapt Cancellation Policies to Extend Rebooking Dates and Offer Credits”

Why must I decide to cancel my reservation by June 1, 2020, or my original check-in date (whichever comes first)?

Given the increased uncertainty around COVID-19, we decided to extend the date by which you need to cancel your reservation. However, we do require that guests notify us of their decision to cancel and secure the credit toward a future stay before their check-in date. This gives our team the greatest ability to communicate with guests, coordinate with homeowners, and work toward the health and safety of all involved.

If I decide to keep my reservation that is more than 30 days away, will TurnKey make an exception and offer any refunds outside of the Cancellation Policy?

No. Guests who wish to hold their reservation and do not take advantage of the flexible options described above, do so knowing there will be no cancellations or credits for a change in plans. We strongly encourage guests to consider travel insurance policies that cover cancellations for any reason.

My stay is before June 1, 2020. Can you explain my credit?

You will receive a credit for the exact dollar amount you paid for your reservation. If that reservation is within 30 days of your check-in date when you cancel, your credit can be used to make a new booking with a stay in the next 18 months at the same home you originally booked. If you choose to book for the same date next year, we will guarantee the same price. If you cancel more than 30 days before your check-in date, you will secure a credit in the amount you paid toward a booking at any TurnKey home.

TurnKey’s standard cancellation policy will apply to the new reservation – no refund will be provided for any reason within 30 days of the new stay date. As such, we strongly recommend purchasing travel insurance policies that cover cancellations for any reason.

What do you mean there’s a “homeowner” involved with each home?

Unlike listing sites like Airbnb or Vrbo, TurnKey is a property management company. In addition, we do not own any of the homes our guests rent. Individual homeowners across the country purchase homes to use themselves, and also to rent to others. It is often a home that an owner eventually wishes to retire in, or one purchased after visiting their favorite destination.

TurnKey represents these homeowners and provides management services to keep their home maintained, clean and ready for renters. Around 99% of the properties we represent are owned by single-home, independent owners who rely on rental income to pay for things like a mortgage and utilities.

Updated Policy Chart if your future stay credit was issued before December 1, 2020:

Updated Policy Chart if your future stay credit was issued after December 1, 2020:

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