Last updated: June 2, 2020
Our top priority is the well-being of our employees, guests, homeowners and our communities across the country. Today, this commitment is more important than ever.
In response to the COVID-19 outbreak, we have taken precautions to ensure that our home care procedures are in accordance with guidelines from the U.S. Centers for Disease Control (CDC), and that homeowners and travelers are provided with options and resources regarding their travel.
This page shares details of our response to the spread of COVID-19, including any updates to our policies and efforts to keep you safe.
When the COVID-19 outbreak began, we established a comprehensive response network to research updates and coordinate responses nationally and in more than 80 markets across the U.S. We have dedicated teams in each market we serve to ensure we identify and respond to developments affecting our homes and communities, and become a resource for homeowners, vendors, guests and employees.
Today, as market closures either extend or begin to relax, TurnKey continues to monitor these updates to share valuable information with our homeowners and guests. We have also developed this useful resource page tracking short-term rental updates in our destinations across the U.S., updated regularly.
TurnKey’s existing home cleaning standards and processes already focus on disinfecting homes between each stay for our guests and owners. We also facilitate contactless check-in with our custom digital locks.
In response to the COVID-19 outbreak, we enhanced our patented GuestWorks® cleaning system and verification technology to include updated home cleaning checklists, as well as confirmation and photo-verification of the use of EPA-approved COVID-19 fighting products, as identified by the American Chemistry Council's Center for Biocide Chemistries.
To further elevate cleanliness and safety standards, TurnKey will develop a certification program in its system, technology and new standards, which all housekeeping vendors will be required to take to obtain the certification. This will launch in May 2020.
In addition, we continue to work with our extensive network of local housekeepers by reinforcing procedures in line with CDC guidelines. We also emphasize effective hygiene practices and safety recommendations for our employees and housekeeping network, including:
Avoid close contact with people who are sick.
Avoid touching your eyes, nose, and mouth – especially after touching an unclean surface.
Stay home when you are sick.
Cover your cough or sneeze with a tissue, then throw the tissue in the trash.
Frequently clean and disinfect high-touch objects and surfaces.
Wash hands often with soap and water for at least 20 seconds – here’s how the World Health Organization (WHO) recommends washing hands – and use alcohol-based hand sanitizer if soap and water are not available.
Our homes, technology and management procedures help us limit in-person interactions during this time. All of our private, whole-home rentals include digital, keyless locks, allowing guests to avoid key exchanges. We also updated our processes to ensure that our local teams and vendors do not visit a home during a guest stay.
For guests with existing reservations, we encourage you to review local travel recommendations and restrictions to help limit the spread of COVID-19. For your convenience, here are links to the United States Department of State Travel Advisories, CDC travel advisories and the Canada Authority Advisory. You can also view this helpful resource tracking market openings and closures across our U.S. destinations.
Due to unforeseen events that could disrupt your travel, we strongly recommend affordable travel insurance to protect your vacation investment. Through our partner we offer two options to cover your needs: Standard Travel Protection and Cancel For Any Reason Travel Protection. You can click here to view the insurance policies provided by our partner, including any coverage limitations.
We have all been deeply affected by the disruption COVID-19 pandemic has caused, and empathize with our guests whose travel plans have been affected.
In response, 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. Guests have until February 1, 2021, to reschedule their stay using their credit, and can reschedule their stay with a check-in date any time before October 1, 2021. You can find the full details on our blog.
This temporary policy ended on June 1, 2020. Starting June 2, 2020, our standard payment and cancellation policy went back into effect for all existing bookings, and credits will no longer be issued for non-refundable payments.
We often experience high call volume and long wait times to speak with our Guest Experience teams. To help, we’ve made it quick and easy to cancel your reservation via the TurnKey Guest Portal by clicking the “CANCEL MY RESERVATION” button. Once you do this you will receive an email confirmation of your cancelation.
If you’ve secured your credit and would like to reschedule your future stay, please call TurnKey at 888-512-0498. Please note that we continue to experience higher than normal call volumes and long wait times as we work with each guest individually. We appreciate your patience.
Rate guarantee if using your credit to reschedule for the same dates 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 you have paid-in-full for your reservation and want to rebook the same home for the same dates next year, we will guarantee the same pricing. **Please note, our pricing system can’t do this automatically, so you may not see these rates reflected on our website. This may take some time for our team to work through, you will not pay more for the same trip next year if you are rescheduling for the same home with the same dates.
In partnership with our incredible homeowners, we initiated the TurnKey Cares Relief Housing Program on April 10, 2020, offering thousands of homes for COVID-19 responders at complimentary or significantly discounted rates through May 31, while they perform their critical services. We have worked with local organizations in the markets we serve, as well as partners like Airbnb to connect our homes with those in need of housing.
To all COVID-19 responders, we thank you for your service in support of our communities across the U.S.
We know this is a time of great uncertainty and concern, but we are in this together with you. As we work toward our priority – the health and safety of you, your home, your guests, and our employees – we will continue to share valuable information and updates on our policies and local market orders, as well as statements from sources like the U.S. Centers for Disease Control (CDC).
If you have any questions or concerns, please don’t hesitate to call or email your Homeowner Success Manager, or login to your owner dashboard and submit a question on your Project Board.
We know there is a lot of uncertainty about this unprecedented crisis. We are doing the best we can to keep up with rapidly changing situations, and regularly updating this page to keep you informed.
If you have questions or concerns, we're here for you. Please call 888-512-0498 to speak with our Guest Experience team.
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