Updated April 20
These are unprecedented times, which will continue to develop on a daily basis. We want to provide you with as much guidance as possible going forward, while also following the advice of the advisories from the Centers for Disease Control (CDC) and the World Health Organization (WHO) to stay on top of their safety measures and travel requirements, both domestically and internationally.
We ask that you do the same, and always follow the guidance of your federal, state, and local public health officials to stay safe and healthy.
To help with your travel decision and provide additional information regarding trips for the 2020 season, we’ve compiled a list of answers to the most common questions we’re hearing from our owners and renters, plus some helpful resources for you to have at your fingertips.
Our approach to cancellations
On March 11, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. In response, we took immediate action to help protect our community and provide peace of mind by retaining owners’ bookings and helping renters rebook if needed.
Overall we want our community to have the flexibility to do what they think is the right, so we’re putting the power in your hands while also encouraging sympathy and support if a renter or owner decides to cancel a trip due to health and safety concerns.
Outdoorsy is not here to profit from this situation. Our goal is simple: to put you first, to do the right thing, and to maintain your trust and confidence.
If a renter is concerned about an upcoming trip and feels the need to cancel because of COVID-19, they can work with an owner to see if they can reschedule their trip to a later date. If the owner accepts these changes, they won’t incur fees, and their metrics won’t be impacted.
Thank you for your support and trust. These are challenging circumstances, and we will endure this and any other challenge we face together.
Continue to monitor this page for updates about coverage.
Here are the specific policies we implemented:
- OWNER: Encouraging renters to work directly with you to handle cancellations in the manner that makes the most sense for you – whether that is helping renters shift their booking to a later date, enforcing your usual cancellation policy or issuing a full refund. If you process a cancellation for a renter, the booking will be refunded in full. We are refunding all Outdoorsy fees on these owner-processed cancellations.
- OWNER: Waiving owner cancellation caps, fees, penalties and negative effects on the search algorithm, for both normal and INSTAbook cancellations through at least 4/30. So, if you process a cancellation for a renter, don’t worry – you will not receive an automatic review, be moved down in the search algorithm or be charged a cancellation fee.
- RENTER: We are not encouraging renters to cancel, but instead encouraging them to move their booking to a later date. We implemented a program for renters who have to make a cancellation or are not able to move their trip to a later date. These renters have the option to keep their dollars spent as Outdoorsy credits for a future trip in lieu of a refund – and they’ll receive a 15% bonus credit to do so. This offer is available only to renters who booked and cancelled via Outdoorsy.com. This credit does not come from owners’ profits.
- RENTER: We’re offering a site-wide 10% discount code SPRING10 to make social distancing in the outdoors easier for families that depart on trips before May 15, 2020. This discount is being taken from Outdoorsy fees, not your profits.
FAQ for our renters
Can I still take an Outdoorsy vacation?
Absolutely. Recreational vehicles, motorhomes and campervans are great vacations— no crowded airports, no bustling train stations—just you, the open road, and a home to call your own. Plus spending time outdoors can be helpful for social distancing and letting you embark on your adventure with peace of mind whether that means a weekend in nature, a staycation to just get out of the house or a way to work on the road. We encourage you to keep an eye on travel requirements being issued by authorities to ensure you’re complying with those recommendations. It’s our goal to continue to facilitate as many trips as possible this season.
Where can I go in my RV?
A unique benefit of road travel is that you choose where you go, including destinations and campsites that are full of fresh air and nature, away from groups of people, and away from any areas of health concern. Our owners have many helpful suggestions of great campgrounds in their area which are less crowded and make for an amazing experience. Check in with them for their recommendations.
Are there any discounts for RV travel during this time?
We’re offering a site-wide 10% discount code SPRING10 to make social distancing in the outdoors easier for families that depart on trips before May 15, 2020.
How are Outdoorsy RVs cleaned?
Our community of highly rated owners is dedicated to providing clean and reliable RVs. Plus, Outdoorsy owners are required to meet our high standards of safety and cleanliness, which includes cleaning their vehicles with disinfectant and antibacterial/antiviral cleaner before and after each rental to help prevent the spread of germs between travelers. We advise that they wipe down all hard surfaces with these cleaners, paying special attention to areas travelers touch often such as seats, steering wheels, tables, counters and door handles. Also, if they provide linens, they wash those between trips.
We are working with our owner community to take extra cleaning measures during this time, and we’re educating them around how to do this.
What do I do if I need to cancel my RV vacation?
If you booked prior to March 31, and no longer feel comfortable traveling at this time, please message the owner. They will work with you to find alternative trip dates at no additional cost to you.
If you are not able to shift the trip to different dates, you can ask the owner to process a cancellation. Sending a message to coordinate with your owner versus cancelling the trip yourself will avoid incurring trip cancellation costs. Owners do not have to accept these cancellations, but we have put a number of measures in place to encourage more flexible cancellation policies during this time.
If you book a trip after March 31, these bookings will adhere to owners’ regular individual cancellation policies.
What do I do if my owner cancelled my trip, but I’d still like to travel?
If the owner cancels your trip, but you are still wanting to travel, please contact our customer support team at email@example.com or 1-877-723-7232, and we’ll work with you to make a replacement booking.
Where can I go if I have questions?
Our 24/7 customer support team – a dedicated team of real people – is here to help. They continue to work around the clock to assist with any Outdoorsy questions. You can reach us at firstname.lastname@example.org or 1-877-723-7232.
What do I do if I’m diagnosed with COVID-19 and I’ve been in an Outdoorsy vehicle?
If you have any health concerns after your trip, please make the owner of the vehicle and our team aware. We’ll work in tandem with that owner to ensure extensive measures are taken before their vehicle is used by any other travelers.
FAQ for our RV and campervan owners
Can my renters still go on their Outdoorsy trips?
Absolutely. We encourage you and your renters to keep an eye on travel requirements being issued by authorities to ensure they’re complying with those recommendations, but an RV vacation is actually a great way to practice social distancing.
What are the benefits of RV travel during this time?
A unique benefit of road travel is that you choose where you go, including destinations and campsites that are full of fresh air and nature, away from groups of people, and away from any areas of health concern. Your renter may reach out for helpful suggestions of great campgrounds in your area that are less crowded and would make for an amazing experience, so feel free to share any of your local advice!
Are there any discounts I can offer my renters to encourage bookings?
We’re offering a sitewide 10% discount code SPRING10 to make social distancing in the outdoors easier for families that depart on trips before May 15, 2020. This discount is being taken from Outdoorsy fees, not your profits.
Can I apply the SPRING10 discount to my current reservations to encourage renters to keep their booking?
The current 10% discount only applies to new bookings.
What do I do if my renter needs to cancel their trip?
We’re encouraging renters to coordinate directly with you for any trip changes or cancellations. While cancellations may be necessary in some instances, many of our owners have been working with their renters who are not comfortable traveling right now to shift their bookings to a later date.
If renters booked prior to March 31, and are not able to take or reschedule their trips, we’re asking them to send a message directly to you to process a cancellation. If you’re comfortable with the cancellation, please choose “renter requested to cancel” to prevent automatic reviews from posting to your listing about the cancellation (we’re also removing this automatic review process removed from the platform during this time).
By following this cancellation process, you acknowledge Outdoorsy will return all funds. This means you and the renter will not be subject to Outdoorsy fees, and you will not receive a payout for this booking.
We will also be waiving owner cancellation caps and penalties, including any cancellation fees and negative effects on the search algorithm, for both normal and INSTAbook reservation cancellations in the qualifying booking time period that follow these specific steps.
If renters book after March 31, they will be subject to your regular individual cancellation policies.
Access your owner dashboard here to make changes to your reservations.
Are there extra cleaning measures I can take to further protect my renters?
We know our community of owners is dedicated to providing clean and reliable RVs. We ask that you continue to clean your vehicles with disinfectant and antibacterial/antiviral cleaner before and after each rental to help prevent the spread of germs between travelers. Wiping down all hard surfaces with these cleaners, paying special attention to areas travelers touch often such as seats, steering wheels, tables, counters and door handles is the best practice. Please also wash any linens you may provide.
Specific instructions from the CDC for the best ways to protect against COVID-19 with cleaning measures are available here.
What do I do if one of my renters gets sick?
It is our shared responsibility to provide a safe environment for renters. We’ve asked renters to reach out to you and our support team following their trip if they have any health concerns. If that happens, please contact us immediately.
If any of your renters communicate they have been diagnosed with COVID-19, please make us aware immediately, and we will work with you to take precautionary measures.
Am I liable if one of my renters later develops COVID-19?
Outdoorsy, as well as our owners, cannot guarantee if a person did or did not contract COVID-19 in any particular place or that any person will or will not contract the disease. To help with owner and renter comfort levels during this time, as part of your vehicle walk-through, share with renters how the vehicle was cleaned. You must be honest about whether you or anyone else who has been in the vehicle (to your knowledge) now has or has previously had COVID-19. Similarly, you may ask the renters whether, to their knowledge, anyone in the renting party has been exposed to COVID-19, or anyone inflicted with COVID-19. You should also provide the renter with cleaning supplies to further clean the vehicle during their trip or ask that they bring their own.
Are you still hosting the Outdoorsy Wheelbase Summit in Austin?
We’ve made the difficult decision to postpone our Wheelbase Pro Summit being held in Austin. We’ll continue to evaluate our plans for rescheduling this event, and we’ll keep you updated when we have more information. If you are already registered for the summit you can expect a full refund and further communication with more details.
Are you still hosting Outdoorsy owner meetups throughout the country?
We’ve made the difficult decision to postpone our in-person owner meetups in the near future. We’ll continue to evaluate our plans for rescheduling these events, and we’ll keep you updated when we have more information.
Where can I go if I have questions?
Our 24/7 customer support team – a dedicated team of real people – is here to help. They continue to work around the clock to assist with any Outdoorsy questions. Call us anytime on 1-877-723-7232 or join our Facebook community at https://www.facebook.com/groups/outdoorsyowners/ for round-the-clock helpful conversation and updates.
Coronavirus updates and resources for RV rental and travel
We’ve curated articles to help our community during this time.
COVID-19 cleaning resources
COVID-19 small business and loan resources
- Outdoorsy’s Guide to Financial Aid for Your RV Business During COVID-19
- Outdoorsy’s Guide to the Express Bridge Loan for RV Business Owners
- Outdoorsy’s Guide to the EIDL Grant for RV Business Owners
Openings and closures affecting our National & State Parks
- Which national park campgrounds are closed due to coronavirus?
- Which state parks are open for camping: COVID-19 updates
- National Park Service to Temporarily Suspend Park Entrance Fees
- ReserveAmerica Latest COVID-19 Park Updates
Why nature is good for you
General resources on how to RV
- How To Guide For RV Renter Newbies
- How To Camp In The Desert
- Tips for Finding Free Campsites
- Benefits of RV Travel vs. Air Travel
- More than a Place to Sleep: Choosing an RV over a Hotel on your Next Adventure
Boondocking – remote camping, away from other people
- How To Boondock on the Beach
- How to Find Awesome Campsites for Boondocking
- The Top 5 Ultimate RV Boondocking Bucket List on the West Coast
- Boondocking 101: how, when and where to camp for free
- How To Camp On BLM Land
Working from an RV or campervan
- Take Your Job On The Road With Workamping
- Four Tips For Working From The Road
- Where can I park my RV long-term? Resources for seasonal and extended RV stays