Updated August 7, 2020

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.

Initially we:

Asked renters to work directly with owners to handle cancellations.
Waived owner cancellation caps, fees, penalties and negative effects on the search algorithm, for both normal and INSTAbook cancellations
Encourage renters to rebook rather for a later date rather than cancel.

Since then, the situation has been rapidly changing. Moving forward, we have decided to return to our original cancellation policies. If a renter needs to cancel a trip, they will have to adhere to the original cancellation policy of the RV owner.

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.

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?

Because of the rapidly-evolving nature of COVID-19, we are currently unable to adapt our policies around the pandemic. Though we made exceptions in March, we must now return to our original cancellation policies put in place for the protection of our valued renters and dedicated owners.

Bookings made will adhere to owners’ regular individual cancellation policies. Before booking a planned vacation or last-minute getaway, please examine the owner’s cancellation policy thoroughly and research how COVID-19 may be affecting your travel destination.

What do I do if my owner canceled 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 support@outdoorsy.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 support@outdoorsy.com 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!

What do I do if my renter needs to cancel their trip?

Though we made exceptions in March, being that COVID-19 is ever-evolving, we have returned to our original cancellation policies put in place for the protection of you and our renters. That said, renters will be subject to your regular individual cancellation policies if they choose to cancel.

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.

We have compiled a list of cleaning and disinfecting guidelines for our owners based on the advice from the CDC. 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 Owner community at community.outdoorsy.com for round-the-clock helpful conversation and updates.