MORE PEACE OF MIND WITH WORRY-FREE BOOKINGS™

Frequently Asked Questions


Worry-Free Bookings™ is a travel reimbursement service, which lets your guest upgrade your property's existing policies to include enhanced refund terms and conditions when making a booking online or over the phone. These additional Worry-Free Bookings™ Terms and Conditions provides both your property and your guest a 100% reimbursement of the total booking value minus the Worry-Free Booking™ Service Fee if the guest is unable to attend or complete your reservation due to a last-minute illness (including COVID-19 infection) or other unexpected health conditions.

What is Worry-Free Bookings™ and how does it work?


When a guest selects the Worry-Free Booking™ option, 10% of the total reservation value is added to their booking cost. This fee extends the Terms and Conditions of the booking to protect the guest from an unforeseen illness or health condition that might within occur 14 days prior the arrival date, including last-minute illness, medical condition, accident or injury, COVID-19 infection, or death of an immediate family member.

Guests have peace of mind knowing that if the worst should happen, they receive a 100% reimbursement of their booking, including add-ons and taxes.

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

All costs for Worry-Free Bookings™ are passed onto the guest and Worry-Free Bookings™ pays 100% of the reimbursement on your behalf. 

What is the time period protected by Worry-Free Bookings™?


Guests are eligible for a 100% reimbursement due to an unforeseen illness or health condition preventing them from attending their booking within 14 days before their arrival date and up to 30 days after their departure date. This allows a reasonable time period for them to collect and submit the required evidence such as a doctor's note, positive COVID-19 test, or death certificate.

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 Worry-Free Booking™ fee and will not receive a reimbursement check from Worry-Free Bookings™.

Are there limitations to Worry-Free Bookings?


Worry-Free Bookings™ are not available for OTA reservations (i.e., Expedia, Booking.com, Airbnb). In addition, you cannot make an existing reservation a Worry-Free Booking™ without cancelling and rebooking it with the guest's permission. And lastly, same day reservations are not eligible to be a Worry-Free Booking™.

To prevent fraudulent claims, the full cost of the reservation is collected at the time of booking. For an approved reimbursement, the guest must provide proof of the unexpected illness or health condition, which includes a doctor's note, positive COVID-19 test, or death certificate.

Because Worry-Free Bookings reimburses the guest directly on your behalf, at times the guest who has cancelled may still receive automatic welcome and thank you emails from your property management software provider.

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 Worry-Free Bookings™ Terms and Conditions?


If the guest decides to cancel their booking during the 14 days prior to the arrival date through to the end of their departure date for a reason not listed in the Worry-Free Bookings™ terms in conditions, your business should cancel the reservation and refund the money back to the guest's credit card minus the 10% Worry-Free Booking™ fee paid by the guest because that fee will be collected by Worry-Free Bookings™.

Both you and your staff are warned in your PMS software that by cancelling a Worry-Free Booking™ in the protected time period, we will still collect the Worry-Free Booking™ fee paid by the guest. So to make that cancellation cost your property nothing, once again we recommend not refunding the 10% Worry-Free Booking™ fee back to the guest.

What illnesses and medical concerns are covered with Worry-Free Bookings™?


Guests can apply for a 100% reimbursement for cancellation due to the following unexpected illness and health concerns:

    - Covid-19 Infection
     - Illness / Injury
     - Pre-existing Medical Condition
     - Pregnancy Complication
     - Death of Immediate Family Member

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

What type of properties can use Worry-Free Bookings™?


Bed and breakfasts, hotels, vacation rentals, campgrounds, RVs, cabins, and more can use Worry-Free Bookings™; no accommodation properties are excluded!

Is Worry-Free Bookings™ a travel insurance?


No. Worry-Free Bookings™ is not travel insurance. Unlike traditional travel insurance or trip insurance, the Worry-Free Bookings™ process is similar to purchasing an extended warranty when you buy an electronic item like a TV or smart phone; the warranty is fulfilled by a third-party service. Worry-Free Bookings™ allows the guest to purchase additional terms and conditions which are added to your property's policies. If a qualifying illness or health condition occur 14 days prior to the arrival date, Worry-Free Bookings™ will then 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 death certificate are 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 cancelled booking. 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. 

How are the reimbursement requests processed?


The Worry-Free Bookings™ support team reviews the application and the required proof of unexpected health emergency and reimburses your travel purchase if the health concern conditions are met.

If the reimbursement is approved and the conditions are met, the Worry-Free Bookings™ support team will reimburse the money to you via the credit card used to pay.

What if my guest wants to change the dates of their stay?


Your property has the flexibility to move a Worry-Free Booking™ earlier or later if the stay dates are within 18 months of the day that the booking 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 10% 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 Worry-Free Bookings™ enhanced Terms and Conditions.

What if the guest decides to cancel their booking far in advance?


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, your property can rebook the room or unit to a new guest.

Is the property notified if the guest cancels with Worry-Free Bookings™?


Yes. If the guest clicks on the reimbursement link found in the confirmation email and chooses to apply for the Worry-Free Booking™ reimbursement, your property is automatically notified. Once the reimbursement is approved by the Worry-Free Booking™ Customer Support Team, the booking is automatically cancelled. Your property is then able to rebook the room or unit, if possible. You keep the original Worry-Free Booking™ amount and have the opportunity to get additional revenue by filling the reservation with a new guest.

Guests who purchase a Worry-Free Booking™ have up to 30 days after the departure date to request a reimbursement. The goal of Worry-Free Bookings™ is to give you and your guest peace of mind during an unexpected illness or health condition that results in a last-minute cancellation. This minimizes the worry 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 the Worry-Free Bookings™ instructions for applying for a reimbursement. The guest simply clicks on the link provided and follows the steps to apply for a 100% reimbursement.
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 that prevented them from attending or completing the booking.
  • The guest provides documentation or proof of the unforeseen illness or health condition. The documentation includes: doctor's note, positive COVID-19 test, or death certificate.
  • Each application is reviewed within 1-2 business days, and if approved, the guest will receive their 100% reimbursement on their credit card within 72 hours.
Worry Free Bookings Confirmation Email
Worry-Free Bookings™ saves your business time by handling the administration and cost of the reimbursement. You or your staff should direct guests wishing to cancel up to 14 days prior to their arrival date or up to 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 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 check mailed to your business.

What if a guest is denied a reimbursement?


In the rare occasion that the guest fails to provide a doctor's note, positive COVID-19 test, or death certificate for the unforeseen illness or health condition, 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 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 Worry-Free Bookings™ 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 Worry-Free Booking™ reimbursement, 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 before the arrival date or 30 days after the departure date.

In addition, if the cancelation 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 for another guest.

Can I add Worry-Free Bookings™ to an existing reservation?


No. Reservations must be made at least one day in advance to have the Worry-Free Bookings™ option available.

Do I have to pay taxes on the 10% fee paid by the guest?


No. This is a tax exempt service.

Can the Worry-Free Booking™ reimbursement be returned to the guest's credit card?


Yes. If approved, the guest receives their 100% reimbursement minus the Worry-Free Booking™ Service Fee via the original credit card payment.

Can my property offer Worry-Free Bookings™ to OTA bookings?


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 Worry-Free Bookings™ to their reservation?


If the guest doesn't add the Worry-Free Bookings™ option, your standard cancellation policy still applies.

Can a guest add Worry-Free Bookings™ after their reservation is booked?


No. The guest would have to cancel and book it again with the Worry-Free Booking™ option selected or call and request you to cancel the reservation and add it again as a Worry-Free Booking™.

Is COVID-19 covered by Worry-Free Bookings™ Terms and Conditions?


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 guest' information be sold by Worry-Free Bookings™?


No. Worry-Free Bookings™ will not spam you or your guests. Guests' personal information is only provided to Worry-Free Bookings™ 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.

Does the rate for Worry-Free Bookings™ or what is protected change with the price of the booking?


No. Whether the guest is booking a $100 stay or $3,000 stay, a flat rate of 10% is applied to the reservation if the guest chooses to add Worry-Free Bookings™. The travel protection provided by the enhanced terms and conditions remains unchanged regardless of the cost of the trip. However, if the total booking amount is more than $5,000 the reservation is not eligible to be a Worry-Free Booking™. 

Will guests traveling to my hotel, bed and breakfast, or campground from outside the United States receive the same protection?


Yes. Since Worry-Free Bookings™ 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.

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 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 10% on the additional cost of the extension. Likewise, if the guest is forced to leave early due to an unexpected illness or health condition, they will be reimbursed the appropriate proportion of their stay that they did not complete if they are eligible under the Worry-Free Bookings™ Terms and Conditions.

What if someone in the guest's travel 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 prorated portion would be reimbursed. 

How do I activate or participate in Worry-Free Bookings™?


Worry-Free Bookings™ currently has an exclusive partnership with the property management software ResNexus. For more information visit their website at resnexus.com or their partner page here.

When and how is my business billed?


Once a month your eligible property management software (ResNexus) collects the 10% Worry-Free Booking™ fee from the bookings that had an arrival date occur in that same month. Remember, the guest has paid the fee and Worry-Free Bookings™ uses this fee to pay the reimbursements on your behalf.

Our property management software partner bills and collects the monthly 10% fees via ACH bank payment.

If your property would like us to expand our list of property management software partners, please fill out a contact form here.

Why are the Worry-Free Bookings™ fees collected from my property via ACH bank payment?


Worry-Free Bookings™ requires ACH bank payment to collect the 10% fee paid by the guest to your property because Worry-Free Bookings™ works with your property management software to reimburse the guest directly to their original credit card.