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Author Topic: Coronavirus Planning  (Read 1284 times)

Offline Enjoy Kalkan

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Coronavirus Planning
« on: March 11, 2020, 07:54:16 PM »
Hi All,

This may be a long post but I thought it was one to discuss amongst property owners who rent their properties out to share thoughts and ideas.

With the uncertainty surround coronavirus and potential impact on bookings and cancellations Im very interested to hear what people would do if a guest had to cancel at very short notice, would you be refunding them or expecting them to be covered by travel insurance?

Another interesting situation is what if a guest were to be confirmed with Covid19 whilst in Turkey and had to self isolate in your property.. I assume they would have to remain and the next guests booking cancelled or alternative accommodation found, followed by a deep clean prior to the next guest. How would we seek to find alternative accommodation that is a suitable alternative for the impacted guest?

Lots to think about so very interested in everyones thoughts.
Jon

Linkback: https://www.enjoykalkan.com/forum/index.php?topic=14323.0

Offline Kalkan regular

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Re: Coronavirus Planning
« Reply #1 on: March 11, 2020, 08:23:29 PM »
Very interesting questions. Am thinking about  my response.

Offline Enjoy Kalkan

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Re: Coronavirus Planning
« Reply #2 on: March 11, 2020, 08:30:18 PM »
Im closely following the Turkish governments posts as they may well be the deciding factor as to how we are expected to react especially since the first case has been announced.

https://www.al-monitor.com/pulse/originals/2020/03/turkey-reports-first-coronovirus.html

Ive also been reading well known rental sites revised terms and it seems they are placing the ball firmly in our court as those offering property available for rental.

Another thing I was thinking is where would we stand if someone is diagnosed at a property in a shared complex, eg if you owned an apartment in a block with a shared pool area.
« Last Edit: March 11, 2020, 09:14:26 PM by Enjoy Kalkan »

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Re: Coronavirus Planning
« Reply #3 on: March 11, 2020, 09:49:36 PM »
Having had a bit of thinking time my answers are that probably we wouldn't refund as they should have insurance. If they were diagnosed in Turkey and had to stay in the apartment then that's what would have to happen and we'd have to arrange alternative accomodation for the next guests but the insurance of the diagnosed guest should pay for the extra time they have to stay in our apartment plus any extra for the alternative accomodation for the next guests and we'd also have to charge the insurance company for the deep clean. If they aren't insured we're f***ed. Made we realise we wouldn't let anyone travel if it was contrary to Government travel advice so uninsured. It also has made me realise that our terms & conditions should say that they must have travel insurance before travel rather than it being advised. These are ust my first thoughts and maybe others have a better response.

Offline Enjoy Kalkan

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Re: Coronavirus Planning
« Reply #4 on: March 11, 2020, 10:05:53 PM »
It does make me wonder how we can validate if people have insurance... It does amaze me when people travel without it!

Offline Enjoy Kalkan

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Re: Coronavirus Planning
« Reply #5 on: March 11, 2020, 10:21:57 PM »
So this is the statement from HomeAway..

To our family of partners,
We understand the recent coronavirus outbreak (COVID-19) brings uncertainty to travel and your business, and I want to personally reach out to offer support and guidance.
At HomeAway we are closely monitoring the situation with the safety of you and our holidaymakers in mind. As you evaluate future stays, we encourage you to review local travel recommendations and restrictions, in addition to following guidance from the World Health Organization.
In times of stress and worry, it’s important for us to continue to give people the space to relax and connect with one another. COVID-19 is impacting some willingness to travel away from home, but families still want to go on holiday – and desire the privacy and amenities your rental properties provide. We support and encourage you to continue welcoming guests, while understanding that some holidaymakers are having to make tough decisions based on the safety of the people who matter most to them.
This is a good time to review your cancellation policy and consider adopting a flexible or moderate policy for the time being. Because this is an evolving situation, guests may reach out to cancel or delay travel plans. In the spirit of good hospitality, we strongly encourage you to offer a full refund. When you do, HomeAway will also refund our Traveller Service Fee in full. We know this impacts your business and we will waive related cancellations so they don’t affect your ranking metrics.
To get a cancellation waived, you will need to cancel, refund the reservation in full, and call customer support at your earliest convenience. Our customer support team is standing by to help with your listing or any upcoming reservations. You can also visit the HomeAway help page to learn more about our policies.
We thank you for supporting this collective effort as you continue to deliver amazing experiences to family holidaymakers everywhere.
On behalf of the HomeAway family,
Jeff Hurst
President, HomeAway

Offline cleworthallray

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Re: Coronavirus Planning
« Reply #6 on: March 12, 2020, 07:50:41 PM »
You could ask for a copy of the insurance. On our farm and livery business we ask for the details of our customers insurance before we have a contract with them. The information is kept secure and not shared with anyone else so I don’t think it infringes anyone’s data protection. Although it may be different as holiday insurance contains medical details. You could just ask for the basic details such as company name and policy number. I suppose someone could put anything there but so long as your contract details states that false information may invalidate the contract might plug that hole. It’s a minefield. Which ever way it’s the only way our customers get to join us. A group way forward might be the right direction.

Offline Enjoy Kalkan

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Re: Coronavirus Planning
« Reply #7 on: March 14, 2020, 08:52:54 AM »
I think the interesting challenge will be finding alternative accommodation. Would you look to book it for them (so the contract is between you and the other property) or just cancel their booking and suggest and alternative so the contract is between them and the other property.

Lots to think about to ensure we do the right thing for our guests

Offline Blue Lizard

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Re: Coronavirus Planning
« Reply #8 on: March 14, 2020, 04:54:33 PM »
Turkish interior minister has today announced the Turkish borders are closed to passengers from 9 countries for the foreseeable future....Germany,France,Spain,Austria,Norway,Denmark,Sweden,Belgium,Nederlands....seems that its only a matter of time till the UK joins the list
People Of Britain.. When your missus asks "Does my bum look big in this? Never say "Dunno your blocking the light."... just sayin ????

 ta ta for now
Lizard

Offline alantj

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Re: Coronavirus Planning
« Reply #9 on: March 15, 2020, 12:01:15 PM »
So this is the statement from HomeAway..

To our family of partners,
We understand the recent coronavirus outbreak (COVID-19) brings uncertainty to travel and your business, and I want to personally reach out to offer support and guidance.
At HomeAway we are closely monitoring the situation with the safety of you and our holidaymakers in mind. As you evaluate future stays, we encourage you to review local travel recommendations and restrictions, in addition to following guidance from the World Health Organization.
In times of stress and worry, it’s important for us to continue to give people the space to relax and connect with one another. COVID-19 is impacting some willingness to travel away from home, but families still want to go on holiday – and desire the privacy and amenities your rental properties provide. We support and encourage you to continue welcoming guests, while understanding that some holidaymakers are having to make tough decisions based on the safety of the people who matter most to them.
This is a good time to review your cancellation policy and consider adopting a flexible or moderate policy for the time being. Because this is an evolving situation, guests may reach out to cancel or delay travel plans. In the spirit of good hospitality, we strongly encourage you to offer a full refund. When you do, HomeAway will also refund our Traveller Service Fee in full. We know this impacts your business and we will waive related cancellations so they don’t affect your ranking metrics.
To get a cancellation waived, you will need to cancel, refund the reservation in full, and call customer support at your earliest convenience. Our customer support team is standing by to help with your listing or any upcoming reservations. You can also visit the HomeAway help page to learn more about our policies.
We thank you for supporting this collective effort as you continue to deliver amazing experiences to family holidaymakers everywhere.
On behalf of the HomeAway family,
Jeff Hurst
President, HomeAway

We stopped renting out our villa through Homeandaway etc. because their charges had become ridiculous that after all the other costs of renting out and time spent on tax/reporting were taken into account it just wasn't worth it.

You would think that given how much they charge owner these companies could at least provide cancellation insurance.

Offline Enjoy Kalkan

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Re: Coronavirus Planning
« Reply #10 on: March 15, 2020, 04:32:31 PM »
Have to say AirBnB haven't been that helpful either for owners....

New information is coming out about the coronavirus (COVID-19) every day, and we’ve talked with thousands of you who have been impacted personally or professionally. Many of us are hosts ourselves, and we understand this is a challenging time for members of our community.
On March 11th, the World Health Organization (WHO) declared a global pandemic, and our customer support specialists have been overwhelmed with calls from people with flight cancellations, travel restrictions, and questions about whether it’s safe to open their homes or travel abroad. The world is worried, and we know that many of you are too.
We’ve worked hard to find a balance between supporting your hosting business and protecting the well-being of our collective community. This is a difficult time, and millions aren’t able to make their trips or welcome their guests. For the rest, it’s clear that no one should feel obligated to host or travel if they don’t feel comfortable right now.
For that reason, our extenuating circumstances policy will now apply globally* to eligible reservations booked on or before March 14th, and with at least one night between March 14th and April 14th.
In simple terms, this means that for eligible reservations:
You can cancel reservations without worrying about cancellation charges or impact to your Superhost status
Guests have the option to cancel reservations for a full refund
Our service fees will be refunded in full for every cancellation
This was a difficult decision, but the declaration of a global pandemic made it clear. Many of you may have cancellations that affect your earnings, but this is the right thing to do to prioritize our community’s health—and we believe it’s the right decision for your hosting business in the long term. We also want to clarify that Airbnb won’t benefit from any reservations canceled under this policy. We're in this together.
We want you to know that we’re working on more ways to support you, and we’re committed to helping your business recover as quickly as possible. We’ll continue to reach out with new ways we’re fulfilling that commitment, and you can check Airbnb.com/COVID19 for regular updates.
Lastly, lean on this community. We’ve seen the way you’ve supported one another in the last few weeks, and in isolating moments like these, we need those connections even more.
We hope you and your families are staying healthy, and we’ll check in later this week.
With gratitude,
Greg Greeley
President, Airbnb


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