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Cancellation Policies of Luxury Hotels During Covid-19 Crisis

By Alex Martin |  March 19 2020


The Mandarin Oriental in Pudong

The coronavirus pandemic has brought the travel industry to a standstill and put paid to hundreds of thousands of vacations across the world. It is a worrying time for those who have stumped up thousands of dollars in reservation fees.

Fortunately, despite the obvious financial strain it places on the business, the vast majority of luxury hotel groups have updated their cancellation policies in order to ensure guests do not lose out financially.

Elite Traveler has asked the major luxury hotel groups for easily-digestible cancellation policies for both upcoming and future bookings. We have also included statements from executives where available.

Four Seasons

The Ty Warner Penthouse at Four Seasons New York

The luxury hotel chain has committed to offering free cancellation on any existing reservations at all Four Seasons Hotels and Resorts worldwide. Guests will need to cancel their reservation by April 30, 2020, to benefit from the waivered fee. For additional details see here.

John Davison, President and CEO, Four Seasons Hotels and Resorts

“At Four Seasons, we are entirely focused on the experience of our guests and our priority, always, is your health and safety. Now, more than ever, in light of the evolving Covid-19 (Coronavirus) situation, we are focused on the health and safety of all our guests, residents and employees, without compromising the quality of your experience when you stay with us.

“We are adhering to the latest information, protocols and tools from the world’s leading health experts and government authorities – including the World Health Organization and Centers for Disease Control – to maximize the effectiveness of our response.

“For so many of us, travel is a necessary and rewarding part of our lives.  At all Four Seasons locations around the world, we have taken precautionary measures to ensure your wellbeing, along with that of your fellow travelers and our employees.  We have heightened our already stringent practices around food handling, sanitization, disinfection and cleaning, plus specific measures based on the guidance of local health authorities and the current situation in each country and region where we operate.

“We are doing everything we can to provide a safe, seamless and ultimately enjoyable Four Seasons experience when you visit us. Thank you for your understanding and cooperation. We know that you share our love of travel and we look forward to welcoming you to Four Seasons soon.”

Belmond

All guests with reservations for arrival on or before April 30, 2020, can change or cancel without charge. This includes advance purchase rate and other pre-paid reservations. All new reservations made directly between March 16, 2020, and April 30, 2020, for arrival on or before September 30, 2020, can be changed or canceled without charge by Belmond up to seven days prior to arrival. This includes advance purchase rate and other pre-paid reservations. For more information, click here.

Six Senses

To facilitate guests being able to change or cancel their reservations, Six Senses has committed to keeping its cancellation policy under regular review. Currently, guests can cancel without charge existing and new bookings at all Six Senses resorts and hotels globally for stays until April 30, 2020. Guests who have booked stays after this time are being encouraged to contact the hotel or resort directly. For more information, click here.

Mandarin Oriental

Suite 5000 at Mandarin Oriental in New York

Mandarin Oriental is waiving cancelation fees if you wish to change or cancel any individual advance purchase or guaranteed booking for stays until 30 April 2020, up to 24 hours prior to arrival. Changes of dates, however, will be subject to availability and any rate differences. As standard, individual future bookings that do not have an advance purchase or special event rate policy can be canceled up to 24 hours before arrival, without any charge, with the exception of designated suite bookings. Any Special Event cancellations will be evaluated on a case by case basis by the relevant hotel. Group Bookings will also be on a case by case basis. For more information, click here

Hyatt Hotels & Resorts

All existing reservations made before March 13, 2020, that are for arrivals between March 14 and April 30, 2020, can be changed or canceled at no charge up to 24 hours before your scheduled arrival. This includes Advance Purchase Rate reservations. Any reservation made between March 13, 2020, and April 30, 2020 – for any future arrival date – can be changed or canceled at no charge up to 24 hours before your scheduled arrival. This includes Advance Purchase Rate reservations. Special exceptions are also in place for all Advance Purchase Rate non-refundable reservations made directly with Hyatt on or before March 8, 2020, for arrivals before June 30, 2020. Guests holding these fully prepaid reservations who have decided not to travel may still opt, at least 24 hours before their stay, to receive 10,000 World of Hyatt Bonus Points compensation in lieu of both their stay and the offer above (if eligible). For more information, click here.

For a list of hotels and resorts, click here.

Hilton Hotels & Resorts

All reservations – even those described as non-cancellable (Advanced Purchase) – that are scheduled for arrival before April 30, 2020, can be changed or canceled at no charge up to 24 hours before your scheduled arrival. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020, for any future arrival date, can be changed or canceled at no charge up to 24 hours before your scheduled arrival. For more information, click here.

A full list of Hilton hotels and resorts can be found here.

Accor

Raffles Maldives Meradhoo falls under the Accor portfolio

Accor is offering different levels of flexibility depending on the time of the booking. The global policy states that guests who booked a non-flexible rate with Accor may modify their reservation for future travel through April 30, 2021, without penalty by contacting the hotel directly. Any booking that is scheduled to arrive prior to April 30, 2020, cab be canceled without penalty. For more information, click here.

A full list of Accor hotels and resorts can be found here.

Marriott

For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, Marriott are offering full changes or cancellation without a charge up to 24 hours prior to arrival, as long as the change or cancellation is made by April 30, 2020. Any changes to existing reservations will be subject to availability and any rate differences. For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and April 30, 2020, Marriott will allow the reservation to be changed or canceled at no charge up to 24 hours before your scheduled arrival date. For more information, click here.

A full list of Marriott resorts can be found here.

Raddison Hotels

For existing reservations made prior to April 1, 2020, for stays until June 30, 2020, at any hotel in the Raddison Hotels Group worldwide, you have the option of a free modification subject to availability and/or any rate differences. There is the option of a free cancellation with the following exception: If a deposit has been paid for an existing reservation, you will receive credit for the full amount to redeem with your next stay at the same hotel until March 31, 2021.

For new reservations made between April 1 and June 30, 2020, for any future arrival date at any RHG hotel worldwide, you get free modifications up to 24 hours before the arrival date. Any modifications are subject to availability and/or any rate differences. You can also cancel for free up to 24 hours before the arrival date. That includes reservations on advanced purchase rates described as noncancelable. If a deposit has been paid, the amount will be refunded to the credit card used or in the form of vouchers or credit, where required by local regulations. For more information, click here. 

Related – Top Executives on Coronavirus and its Impact on Private Aviation

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