PROVIDE PEACE OF MIND WITH RESNEXUS TRAVEL PROTECTION

Frequently Asked Questions

ResNexus offers an innovative feature for online and phone reservations called ResNexus Travel Protection, which lets your guests upgrade their reimbursement terms and conditions when making a booking. This helps protect your business and guests from last minute cancellations due illness and other health conditions, adverse weather involving rain or snow, and other qualifying travel delays.

PROVIDE PEACE OF MIND WITH RESNEXUS TRAVEL PROTECTION

Frequently Asked Questions

ResNexus offers an innovative feature for online and phone reservations called ResNexus Travel Protection, which lets your guests upgrade their reimbursement terms and conditions when making a booking. This helps protect your business and guests from last minute cancellations due illness including to COVID-19 infection and other health conditions.

HOW DOES RESNEXUS TRAVEL PROTECTION WORK?

When a guest selects one or more of the "Travel Protection" options, a small percentage fee of the total reservation value is added to their booking cost. Depending on the Travel Protection options selected by the guest at the time of booking, the Travel Protection fee extends the Terms and Conditions of the booking to protect the guest from an unforeseen illness or health condition, adverse weather condition involving rain or snow, or other travel delay that occurs 24 hours, 2 days, or up to 14 days prior to the arrival date. The Travel Protection terms and conditions varies depending on the options selected at the time of booking and may not include all the options mentioned above. The full cost of the reservation is collected at the time of booking.

Guests have peace of mind knowing that if the worst should happen, they receive a 100% reimbursement of their booking value including add-ons and taxes. The Travel Protection fee is NOT included in the reimbursement and is non-refundable.

Plus, your business is protected from losing revenue and your guests have a better cancellation experience.

All costs for ResNexus Travel Protection are passed onto the guest and ResNexus automatically handles the credit card refund to the guest on your behalf.

IS RESNEXUS TRAVEL PROTECTION TRAVEL INSURANCE?

No. ResNexus Travel Protection is not travel insurance. Unlike traditional travel insurance or trip insurance, the Travel Protection process is similar to purchasing an extended limited warranty when you buy an electronic item like a TV; the limited warranty is fulfilled by a third-party service. ResNexus Travel Protection allows the guest to purchase additional terms and conditions which are added to your property's policies. If a qualifying illness or health condition, adverse weather involving rain or snow, or other qualifying travel delay occur 14 days or fewer prior to the arrival date, ResNexus Travel Protection's service facilitator Worry-Free Bookings™ will reimburse your guest and your business under the enhanced Terms and Conditions. For this reason, proof such as a Doctor's note, positive COVID-19 test, or other documentation is required for the guest to receive the reimbursement.

Traditional travel insurance usually only pays the guest, and the business is left with no revenue for the canceled reservation. In addition, most insurance requires regulations, legalities, individual risk assessments, and sometimes can cost more money while providing less cancellation protection for both the guest and the property.

WHAT TYPE OF PROPERTIES CAN USE RESNEXUS TRAVEL PROTECTION?

Bed and breakfasts, hotels, vacation rentals, campgrounds, RVs, cabins, and more can use ResNexus Travel Protection; no accommodation properties are excluded!

WHAT IF MY GUEST WANTS TO CHANGE THE DATES OF THEIR STAY?

Your property has the flexibility to move a booking safeguarded by ResNexus Travel Protection to an earlier or later date. The new stay date must be within 18 months of the day that the booking original occurred. If the move increases the rate, you will need to get approval from the guest to charge the price difference, which will need to be billed immediately.

At any time, a guest can choose to extend their stay and pay the additional Travel Protection fee on the cost of the reservation extension. Likewise, if the guest is forced to leave early, they will be reimbursed the appropriate proportion of their stay that they did not complete, if they are eligible under the ResNexus Travel Protection enhanced Terms and Conditions.

WHAT IF THE GUEST DECIDES TO CANCEL THEIR BOOKING MORE THAN 14 DAYS BEFORE THE ARRIVAL DATE?

If the guest decides to cancel their booking more than 14 days prior to the arrival date, your business has the flexibility to simply refund the money back to the guest's credit card and treat it like a normal cancellation. In this case, ResNexus will not charge or collect the Travel Protection fee from your business.

WHAT TIME PERIOD IS PROTECTED BY RESNEXUS TRAVEL PROTECTION?

If your guest selected Travel Protection for Unforeseen Illness and Other Health Conditions at the time of booking, they are eligible for a 100% reimbursement minus the Travel Protection fee due to an unforeseen illness or health condition preventing the guest from attending the booking within 14 days before the arrival date. Your guest has up to 30 days after the departure date to collect and submit the required evidence such as a doctor's note, positive COVID-19 test, or death certificate.

If your guest selected Travel Protection for Adverse Weather Involving Rain or Snow at the time of booking, they are eligible for a 100% reimbursement minus the Travel Protection fee due to an unforeseen adverse weather event involving rain or snow that prevents the guest from attending the booking within the same day or up to 2 days before the arrival date depending on the type of rain or snow event. Your guest has up to 30 days after your departure date to collect and submit the required evidence such as a picture or screen shot of the weather event.

If your guest selected Travel Protection for Travel and Transportation Delays at the time of booking, they are eligible for a 100% reimbursement minus the Travel Protection fee due to an travel or transportation delay that prevents the guest from attending the booking within 24 hours, 2 days or up to 14 days before the arrival date depending on the type of travel delay. Your guest has up to 30 days after your departure date to collect and submit the required evidence such as a picture of the airline ticket, notice of delay, and any other documentation required.

If the guest cancels before 14 days, your property's normal policies would apply and it is up to you to refund the guest.

The property is responsible to handle the refunds outside of that time window and will not be charged the Travel Protection fee and will not receive a reimbursement from Worry-Free Bookings™.

WHAT IF THE GUEST DECIDES TO CANCEL THEIR BOOKING DURING THE 14 DAYS PRIOR TO THE ARRIVAL DATE TIME PERIOD FOR A REASON NOT LISTED IN THE RESNEXUS TRAVEL PROTECTION TERMS AND CONDITIONS?

If the guest decides to cancel their booking during the 14 days or fewer prior to the arrival date through to the end of their departure date for a reason not listed in the ResNexus Travel Protection terms in conditions, your business should cancel the reservation and use your standard cancellation policies. If you choose to provide a credit card refund, DO NOT refund the Travel Protection fee amount paid by the guest because that fee will be collected by ResNexus. In addition, you could ask the guest to reschedule to a future date.

The ResNexus back office does alert both you and your staff that by canceling a booking with ResNexus Travel Protection in the protected time period, ResNexus will still collect the Travel Protection fee paid by the guest. So to make that cancellation cost your property nothing, once again we recommend not refunding the Travel Protection fee back to the guest.

IS THE PROPERTY NOTIFIED IF THE GUEST CANCELS WITH RESNEXUS TRAVEL PROTECTION?

Yes. If the guest clicks on the reimbursement link found in the confirmation email and chooses to apply for the ResNexus Travel Protection reimbursement, your property is automatically notified. Once the reimbursement is approved by the ResNexus Travel Protection Customer Support Team the booking is automatically canceled. Your property is then able to rebook the room or unit, if possible. You will receive a 100% reimbursement from our service facilitator Worry-Free Bookings™ for the original booking amount minus the Travel Protection fee and have the opportunity to get additional revenue by filling the reservation with a new guest.

Guests who purchase a booking with ResNexus Travel Protection have up to 30 days after the departure date to request a reimbursement. The goal of ResNexus Travel Protection is to give you and your guest peace of mind during an unexpected illness or health condition, adverse weather involving rain or snow, or other qualifying travel delay that results in a last-minute cancellation. This minimizes the stress of having to rebook a room or unit in a short period of time.

HOW DOES THE GUEST APPLY FOR THEIR REIMBURSEMENT?

In the guest's confirmation email, a link is provided for the guest to access their Travel Protection instructions for applying for a reimbursement. The guest simply clicks on the link provided and follows the steps to apply for a 100% reimbursement minus the Travel Protection fee.

The reimbursement instructions include:

The guests click on the link found in the confirmation email.
The guest then reviews the booking and contact information, reimbursement amount, and selects the reimbursement reason from the drop-down menu.
The guest provides a brief explanation of the unexpected illness or medical condition, adverse weather involving rain or snow, or other travel delay that prevented them from attending or completing the booking.
The guest provides documentation or proof of the unforeseen illness or health condition, adverse weather involving rain or snow, or other qualifying travel delay. The documentation includes: doctor's note, positive COVID-19 test, death certificate, or other required pictures and documents.
Each application is reviewed within 1-2 business days, and if approved, the guest will receive their 100% reimbursement minus the Travel Protection fee on their credit card within 72 hours.

ResNexus Travel Protection Refund Process Diagram

ResNexus Travel Protection saves your business time by handling much of the administration cost of the reimbursement. You or your staff should direct guests wishing to cancel 14 days prior to their arrival date or 30 days after they departure date, to the link provided in their confirmation email.

Each application is reviewed within 1-2 business days, and, if approved, the guest will receive their 100% reimbursement minus the Travel Protection fee directly to their credit card within 72 hours.

All reimbursement of funds to guests are paid through the credit card used to make the original booking.
Reimbursement of funds to your business or property are paid via either a Worry-Free Booking™ check mailed to your business, ACH bank deposit, or credit card reimbursement.

WHAT IF A GUEST IS DENIED A REIMBURSMENT?

In the rare occasion that the guest fails to provide a doctor's note, positive COVID-19 test, or other required documents for the unforeseen illness or health condition, adverse weather involving rain or snow, or other qualifying travel delay, then a full reimbursement may be denied. The guest needs to carefully read the Terms and Conditions to determine if the unforeseen illness or health condition, adverse weather involving rain or snow, or other qualifying travel delay conditions are met.

If the reimbursement is denied, you may choose to refund the guest anyway, at your own discretion. Some properties choose to avoid poor reviews or credit card chargebacks if the guest is adamant about claiming a reimbursement, even without providing the necessary proof of illness or health condition to be reimbursed by the ResNexus Travel Protection terms and conditions.

CAN I BOOK ANOTHER RESERVATION IF I AM NOTIFIED OF A CANCELLATION BY THE GUEST?

Yes. If the guest calls you to cancel and apply for a ResNexus Travel Protection refund, you can book another reservation. The best practice is to instruct the guest to use the link in the confirmation email to apply for a reimbursement, if the cancellation request is anytime 14 days prior to the arrival date or 30 days after the departure date.

In addition, if the cancellation request is anytime preceding the 14 days prior to the arrival date, you can refund the money directly back to the guest's credit card and book the room to another guest.

CAN I ADD RESNEXUS TRAVEL PROTECTION TO AN EXISTING RESERVATION?

No. Reservations must be made at least one day in advance to have the ResNexus Travel Protection option available.

If the reservation is more than a month in the future, you can, with the guest's permission cancel and rebook the reservation with Travel Protection. This will result in a new confirmation email being sent to your guest with the Travel Protection terms and conditions.

DO I HAVE TO PAY TAXES ON THE TRAVEL PROTECTION FEE PAID BY THE GUEST?

No. This is a tax exempt service.

CAN THE RESNEXUS TRAVEL PROTECTION REIMBURSEMENT BE RETURNED TO THE GUEST'S CREDIT CARD?

Yes. The guest receives their reimbursement minus the Travel Protection fee via the original credit card payment.

CAN MY PROPERTY OFFER RESNEXUS TRAVEL PROTECTION TO OTA RESERVATIONS?

No. This feature is a benefit offered to guests that book directly with your online booking engine or over the phone.

WHAT IF MY GUESTS CHOOSE NOT TO ADD RESNEXUS TRAVEL PROTECTION TO THEIR RESERVATION?

If the guest doesn't add the Travel Protection option, your standard cancellation policy still applies. Many properties use ResNexus Travel Protection as a tool to enforce their more strict cancellation policies.

CAN A GUEST ADD RESNEXUS TRAVEL PROTECTION AFTER THEIR RESERVATION IS BOOKED?

No. The guest would have to cancel and book it again with the Travel Protection option selected or call and request you to cancel the reservation and add it again as a booking with Travel Protection.

IS COVID-19 COVERED BY RESNEXUS TRAVEL PROTECTION?

Yes, but there are restrictions. The question boils down to unforeseen illness or health conditions. COVID-19 infection is covered under the policy if the guest or family member gets sick 14 days before or during the arrival date. COVID-19 is NOT covered if the guest got sick prior to the 14 days before their trip or if the guest is just concerned about getting COVID-19. Review the full Terms and Conditions for clarification.

WILL MY GUESTS' INFORMATION BE SOLD BY RESNEXUS TRAVEL PROTECTION?

No. ResNexus Travel Protection will not spam you or your guests. Guests' personal information is only provided to ResNexus Travel Protection in the event the guest requests a reimbursement. An email and other contact details and other pertinent information regarding the booking are collected at this time to communicate if the reimbursement has been approved or denied. All information is kept secure and confidential.

WHAT IS THE MAXIMUM AMOUNT REIMBURSED BY RESNEXUS TRAVEL PROTECTION?

If the total booking amount is more than $5,000 the reservation is not eligible to have ResNexus Travel Protection.

The maximum reimbursement value per person cannot exceed the total cost of the Booking. The maximum Booking value reimbursed by ResNexus Travel Protection is $5,000 per booking. The maximum booking value reimbursed for a group booking is $5,000.

WILL GUESTS TRAVELING TO MY HOTEL, BED AND BREAKFAST, OR CAMPGROUND FROM OUTSIDE THE UNITED STATES RECEIVE THE SAME PROTECTION?

Yes. Since ResNexus Travel Protection isn't a traditional travel insurance option but rather an extension of your Terms and Conditions, your property can offer unique and far-reaching benefits.

SHOULD I UPDATE MY CANCELLATION POLICY ON MY WEBSITE?

Many properties find this as a major selling point on their website. OTAs like Expedia and TripAdvisor are actively promoting their flexible cancellation options. This is how your property can compete.

It is up to your personal preference, but the benefits of advertising Travel Protection on your website is to inform your guests about this reimbursement. Many properties choose to provide language on their website to showcase this additional feature. They find this policy can give them a competitive edge over other properties and OTAs. Consider providing something similar as shown below. If you do show them on your website we recommend keeping the wording simple and directing them to the ResNexus Travel Protection terms and conditions link worryfreebookings.com/full-terms-and-conditions

WHAT CIRCUMSTANCES ARE ELIGIBLE FOR A REIMBURSEMENT?

Depending on the Travel Protection selected at the time of booking, your guests can apply for a 100% reimbursement for cancellation due to the following unexpected circumstances:

- Covid-19 Infection
- Illness / Injury
- Pre-existing Medical Condition
- Pregnancy Complication
- Death of Immediate Family Member
– Heavy Rain Lasting 2+ Hours Per Day
– Hurricane or Tropical Storms
– Road Closures Due to Blizzard or Snow
– Flight Disruption
– Mechanical Breakdown of the Vehicle Taking You to Your Booking
– Home Emergency
– Armed Forces Recall and Work Relocation
– Jury or Court Summons
- Unexpected Changes to College Exam Dates

If the guest has to leave their stay early, their reimbursement is prorated for the nights they did not stay at the property.

ARE TAXES INCLUDED IN THE REIMBURSEMENTS TO THE GUEST?

Yes. As long as the reimbursement request is completely filled out by the guest, most reimbursements are processed quickly. Each application is reviewed within 1-2 business days, and, if approved, the guest will receive their 100% reimbursement minus the Travel Protection fee directly back to their credit card.

The current average for the review process is four hours. The longest a reimbursement takes to process to the guest's credit card is no more than 7 days.

WHAT IF MY GUEST WANTS TO LEAVE A DAY EARLY OR EXTEND THEIR CURRENT STAY?

A guest can choose to extend their stay and pay the additional Travel Protection fee on the additional cost of the extension. Likewise, if the guest is forced to leave early due to an unexpected illness or health condition, adverse weather due to rain or snow, or other qualifying travel delay they will be reimbursed the appropriate proportion of their stay that they did not complete if they are eligible under the ResNexus Travel Protection Terms and Conditions.

WHAT IF SOMEONE IN THE GUEST'S PARTY HAS TO LEAVE EARLY?

Similar to the above example, if two families are traveling together and booked their reservation together but just one person in the party fell ill and had to leave early, in this case the appropriate pro-rated portion would be reimbursed.

HOW DO I ACTIVATE RESNEXUS TRAVEL PROTECTION?

To set up ResNexus Travel Protection you simply go to your ResNexus Settings page and type "Travel Protection" in the search bar. The Settings page will walk you through the process to enable ResNexus Travel Protection. ResNexus Travel Protection collects 100% payment at the time of booking.

Because ResNexus Travel Protection is very successful at increasing booking rates, ResNexus reimburses you via check through our service partner Worry-Free Bookings™ to save your business money and protect your credit card limit.

In addition, you do have to add the "Policies" tag to your Confirmation Email.

Lastly, you check the box next to "Enable Travel Protection" and select your opt-in/opt-out option. We highly recommend using the Auto-Selected option.

Then click the Save button.

WHEN AND HOW IS MY BUSINESS BILLED?

The ResNexus Travel Protection Fees are collected 14 days prior to the guest's arrival date. All such fees collected during the month are then billed at the end of the month or the monthly date in which you enrolled in the ResNexus Travel Protection program or service. Whichever comes first.

Remember, the guest has paid the Travel Protection fee and ResNexus uses this fee to pay the reimbursements on your behalf.

ResNexus bills and collects the monthly Travel Protection fees via with ACH payment or credit card.

ARE THERE LIMITATIONS TO RESNEXUS TRAVEL PROTECTION?

ResNexus Travel Protection is not available for OTA reservations (i.e., Expedia, Booking.com, Airbnb). In addition, you cannot add ResNexus Travel Protection to an existing reservation without canceling and rebooking it with the guest's permission. And lastly, same day reservations are not eligible to have ResNexus Travel Protection.

To prevent fraudulent claims, the full cost of the reservation is collected at the time of booking. The guest must provide proof of the unexpected illness or health condition, adverse weather involving rain or snow, or other travel delay which includes a doctor's note, positive COVID-19 test, death certificate, or other required documentation.

Because ResNexus reimburses the guest directly on your behalf, at times the guest who has canceled may still receive automatic welcome and thank you emails.

HOW DO I REMOVE RESNEXUS TRAVEL PROTECTION FEE FROM AN EXISTING BOOKING?

To remove the ResNexus Travel Protection Fee from an existing booking your business should cancel the reservation, makes a new reservation for the same dates and transfer the payment to the new reservation. Then you simply refund the ResNexus Travel Protection fee amount back to the guest's credit card.

ResNexus Travel Protection does not reimburse your business for bookings that do not have a ResNexus Travel Protection fee collected from the guest. ResNexus collects the Travel Protection fee 14 days before the guest's arrival date. If your business removes the ResNexus Travel Protection fee during that time period your business will still be charged the ResNexus Travel Protection fee for that booking.