Last updated: Nov. 22, 2020.


We know there’s been a lot of news lately about coronavirus (COVID-19), and that it might not be easy to navigate as updates come in. The most important thing to us is the well-being of the Loftium community of hosts and your guests, and we want to make sure you have the information you need to host safely.

As you know, the impact of coronavirus on the travel industry is unprecedented and continues to evolve. We also know our renters, whose rent depends on the travel industry, are in a unique situation during this time.

We deeply care about both your health and your home. As we navigate these new situations, we're committed to working together with you and all Loftium hosts as a community on a sustainable, flexible solution for everyone.

In this article:

Coronavirus safety

Know how it spreads

  • The virus is thought to spread mainly from person-to-person., between people who are in close contact with one another (within about 6 feet).
  • It is spread when respiratory droplets are produced when an infected person coughs or sneezes.
  • These droplets can land in the mouths or noses of people who are nearby or possibly be inhaled into the lungs.
  • The virus does not spread easily in other ways.
  • It may be possible for COVID-19 to spread in other ways, but these are not thought to be the main ways the virus spreads.
  • It may be possible that a person can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes. This is not thought to be the main way the virus spreads, but you should always take extra precautions whenever possible.

Clean your hands often

  • Wash your hands often with soap and water for at least 20 seconds especially after you have been in a public place, or after blowing your nose, coughing, or sneezing.
  • If soap and water are not readily available, use a hand sanitizer that contains at least 60% alcohol. Cover all surfaces of your hands and rub them together until they feel dry.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.

Protect yourself, your family, and others around you

  • Practice social distancing by maintaining a distance of at least 6 feet (about two arm lengths) from others, and stay out of crowded places.
  • Cover your mouth and nose with a tissue when you cough or sneeze or use the inside of your elbow, and always throw used tissues in the trash.
  • Clean and disinfect frequently touched surfaces (CDC recommendations, linked here) daily. This includes tables, doorknobs, light switches, countertops, handles, desks, phones, keyboards, toilets, faucets, and sinks. If surfaces are dirty, clean them. Use detergent or soap and water prior to disinfection.

For Loftium hosts

Important updates and resources

  • Keep updated on travel restrictions and recommendations, and follow guidance from the World Health Organization.
  • If someone in your household is suspected of having or is confirmed as having COVID-19, please let Loftium's Support Team know right away via the chat feature on your Loftium Dashboard.
  • Households experiencing illness should not enter their listing or come into contact with guests to prevent the spread of coronavirus. Note: If hosting is suspended, documentation from a medical or health authority may be required in order to alter confirmed guest reservations or adjust hosting calendar availability.
  • If your household is experiencing illness, reschedule any non-critical repairs or services to limit exposure to others. If repairs are essential, inform any repair personnel well in advance of their arrival, and during their visit wear protective items (masks, gloves) and maintain proper distance at all times.
  • Avoid contact with others not part of your household suspected or confirmed of having coronavirus during their quarantine period, as this puts your household at risk of exposure as well as any visiting guests.
  • If your income has been impacted by COVID-19, please read more on our article for payment plans, linked here.

Hosting safely

Take action to make sure you're hosting safely during this time, for yourself, your family, and your guests.

Hosting policies

  • Households experiencing illness should not enter their listing or come into contact with guests to prevent the spread of coronavirus. Note: If hosting is suspended, documentation from a medical or health authority may be required in order to alter confirmed guest reservations or adjust hosting calendar availability.
  • Loftium is mandating no contact stays through the pandemic. All hosts are expected to limit direct, in-person contact with your guests. You can continue to be a warm and hospitable host, and it's totally okay to do that over the Airbnb app or on the phone. Please read our full guidelines on no contact guest stays, linked here.
  • We encourage you to take extra precautions to communicate with your guests prior to their check-in. Make sure they are aware their stay will be no contact, and agree to any home boundaries or scheduling needs based on the layout of your unique home.
  • Now more than ever, it's important for your guests and you to feel safe in sharing your home. Loftium's general recommendations for screening guests are linked here. Airbnb's recommendations for screening guests during this national emergency are linked here. Be diligent and take extra care to follow Airbnb's nondiscrimination policy, linked here.
  • You may choose to update your Airbnb listing's Booking Settings to allow for more time to conduct thorough screening, up to one day's notice before a reservation.
  • Your Booking Settings may be updated in your listing's Availability settings, under Advanced notice - choose At least one day's notice. The check-box to allow for requests to book at any time should remain enabled, so you may ask screening questions before a potential same-day or next-day reservation.
  • If a person suspected or confirmed to have COVID-19 has been in an overnight space, the CDC recommends waiting up to 24 hours before beginning cleaning and disinfection. Please contact Loftium immediately if you believe this to be the case for your home.

Cleaning tips

  • Loftium expects hosts to take extra care and caution with their cleaning routine during this time. Take care in thoroughly cleaning and disinfecting both your home and your hosting space. Read our full cleaning guide, linked here.
  • Help guests maintain a higher standard of cleanliness and hygiene, make sure your space is well-stocked, and potentially include a few extras, like hand sanitizer, disposable gloves and wipes, paper towels, and tissues.
  • Make it super easy for guests to pitch in and keep the space clean and germ-free. Provide personal cleaning supplies in your guest space, such as cleaning spray or wipes for surfaces. Post signage reminders to wash hands frequently. Request that guests strip bedding and towels prior to their departure to limit your contact with used linens.
  • If your guests have access to the laundry room, you can request that they put used linens in the washing machine prior to check out. You may even want to print and share Airbnb's cleaning guidelines in your guest space, linked here, so that if they decide to clean or wash linens, they can do so according to the CDC’s guidelines.

For guest travel

We appreciate your flexibility as travel conditions change for guests, and are incredibly thankful for your care and consideration for those who have had their travel plans interrupted unexpectedly.

For Airbnb guests

  • We recommend staying updated on Airbnb’s Coronavirus Information and Extenuating Circumstances Policy page, linked here.
  • For guest cancellations outside of those advisories, Airbnb does not consider these eligible for refunds under their extenuating circumstances policy, and normal cancellation policies still apply. Loftium follows Airbnb's moderate cancellation policy, where guests receive a full refund of the nightly rate up to 5 days prior to check-in. At this time, we are not making full refund exceptions for cancellations that do not meet the Extenuating Circumstances policy.
  • If you have any questions about how those policies apply to your specific reservation, please call Airbnb Support at 855-424-7262 for further assistance.
  • If a guest has questions about their booking or needs to cancel due to their travel being impacted, they should reach out to Airbnb for help.

For Vrbo or Loftium Stays guests

  • Vrbo and Loftium Stays bookings do not at this time allow for refunds due to cancellation from COVID-19 travel disruptions.
  • Guests may contact Loftium directly with any questions. Vrbo guests should reach to vrbo@loftium.com, and Loftium Stays guests should reach out to stays@loftium.com

Hosting tips for guest travel

  • Review a list of the CDC’s current travel advisories and Tips for Prevention.
  • If you are uncomfortable with a guest booking due to COVID-19 and need to cancel, please review our thorough article linked here. Please make sure to contact Loftium through our chat feature prior to cancellation of a guest, to ensure you are not assessed a penalty.
  • Loftium guest units should not be used for self-quarantine purposes to prevent the spread of coronavirus to hosts.

Staying updated

We’re confident we can navigate any new situations as they develop together, and from all of us at Loftium, thank you so much for your patience as we work through this as a community.

Keep an eye on this article for any changes or updates from Loftium.

What you can expect from the Loftium team:

  • We'll continue to closely monitor developments, alongside any changes to any hosting platform policy or CDC recommendations.
  • As needed, we'll send you updates directly to your Loftium dashboard, as well as through email when necessary.
  • We're glad to help as best we can, and appreciate your patience. Please reach out to the Loftium Team via the chat feature on your hosting dashboard.

All information contained on this page or in any FAQ page are subject to the local laws in which the Premises is located, including any stay-at-home orders or other COVID-related restrictions.

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