HOTEL BRAND CANCELLATION POLICIES RELATED TO COVID-19
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HOTEL BRAND CANCELLATION POLICIES
RELATED TO COVID-19
OVERVIE W
• Accor
• Anantara/Avani
• Belmond
• Choice
• COMO
• Dorchester Collection
• Four Seasons
• Hilton
• Hyatt
• IHG
• Kempinski
• Langham
• Loews
• Mandarin Oriental
• Marriott
• Melia
• Omni
• One&Only
• Peninsula
• Radisson
• Rosewood
• Shangri-La
• Taj
• Velas
• Viceroy
ACCOR
Guests that booked fully refundable rates may cancel or modify their reservations without penalties on
all.accor.com (provided that the exact rate policy of your original booking will apply to your revised booking).
Guests who planned to stay in an Accor hotel prior to and inclusive of June 30, 2020 may modify their reservation
for a later date without any modification fees subject to availability and applicable rates and conditions) or request a
credit voucher for the full amount of the booking value for use at a future date at the same hotel.
Note: Guests requesting refunds of any kind (i.e., cash or credit voucher) may take up to 90 days from the date of
cancellation to be processed. The form and timing of the requested refund may be subject to applicable laws where
each hotel is located (i.e. Government imposed restrictions on cash refunds).
Third party bookings:
Third parties are required to follow the Accor cancellation policy set out above. If you who booked through a travel
agent, online booking platform or other third party, please contact your booking provider directly who will explain
the options for modification, cancellation or credit voucher applicable to your booking.
For guests who booked through:
• Adagio : https://www.adagio-city.com/gb/politique-liee-au-coronavirus.shtml
• Mama Shelter : https://www.mamashelter.com/en
FROSCH Travel Advisor Guide to 2019 Novel Coronavirus• Banyan Tree : https://www.banyantree.com/en/travel-advisory
• Mantis : https://www.mantiscollection.com/novel-coronavirus/
• SBE : https://www.sbe.com/covid-19-updates-and-resources/
• 25 Hours: https://www.25hours-hotels.com/en/rechtliches/covid19-travel-advice
Group Bookings:
All group bookings, including for meetings and events, our global sales teams are working closely with hotels to
provide the maximum flexibility possible, in assessing case by case the need to cancel or postpone events.
Loyalty goes both ways
We know that earning ALL - Accor Live Limitless Points and Status is important for your clients. Understanding that
travel plans are being significantly disrupted, we will be crediting 50% of the status nights and points required to
achieve their current status level. We will keep you informed of any additional changes to the program as the
situation continues to evolve.
ANANTARA/AVANI
Given the exceptional circumstances we currently face, we are offering extra flexibility and support for all
new reservations booked in the period from 13 March 2020 until 30 June 2020. This includes:
o For ‘Best Flexible’ rates (Anantara): Free change of date, change of destination or cancellation up to 24
hours prior to arrival, for stays completed prior to 20 December 2020. Subject to availability.
o For ‘Avani Flexi’ rates (Avani): Free change of date, change of destination or cancellation up to 24 hours
prior to arrival, for stays completed prior to 20 December 2020. Subject to availability.
o For rates with part or full pre-payment (Anantara or Avani): Free change of date or change of destination
up to 24 hours prior to arrival, for stays completed prior to 20 December 2020. Subject to availability.
BELMOND
Existing Reservations
All guests with reservations for arrival on or before June 30, 2020, will be allowed to change or cancel
without charge from Belmond. This includes advance purchase rate and other pre -paid reservations. For
bookings beyond June 30, 2020 we want to remind you of the flexibility already built into our rates and
packages that allow our guests to amend travel plans as necessary.
New Reservations
All new reservations booked between March 16, 2020, and June 30, 2020, for arrival on or before
September 30, 2020, can be changed or cancelled without charge by Belmond up to 7 days prior to arrival.
This includes advance purchase rate and other pre-paid reservations.
CHOICE
Whether you’re rethinking a planned trip or looking to book with confidence, we’re proud to announce an enhanced
cancellation policy during this time. Greater flexibility means you can make the best decision for you and your family
without worrying about fees or red tape.
For guests with existing individual reservations, including reservations with non-cancellable, pre-paid rates made
directly with Choice Hotels, we will allow changes or cancellation without a charge up to 24 hours prior to arrival as
long as the change or cancellation is made by June 30, 2020 and is compliant with hotel country regulations. You can
cancel or modify your reservation here.
For a limited time, guests making new individual reservations directly with Choice Hotels, we will allow those
reservations to be changed or cancelled at no charge up to 24 hours before a guest's scheduled arrival
date. Modifications can be made here.
FROSCH Travel Advisor Guide to 2019 Novel CoronavirusGuests who booked via online travel agents or other third parties are advised to contact their booking provider for
information on their policies and for assistance.
Your Choice Privileges loyalty points:
Specifically, we have paused points expiration until May 31, 2020 allowing Choice Privileges members more time to
redeem points and achieve greater flexibility when planning future travel. We understand that earning and
maintaining Elite status for 2021 is also important to many of you. As the current situation evolves, we will continue
to evaluate opportunities around Elite status and will keep you updated on all loyalty program changes through our
website.
COMO
We are committed to full flexibility with booking terms and conditions and have further adjusted our policies
accordingly. This means:
• Guests can postpone their trip to a later date for up to six months.
• We will allow for guests to transfer deposits and payments to sister properties should they wish to stay in
another of our hotels or resorts instead.
• Our hotels are flexible on cancellations of existing bookings and will allow refunds for stays before December
31st 2020 for requests made before September 30th 2020.
• For any new bookings made for stays in 2020, guests can change or cancel their reservations without a
penalty fee.
DORCHESTER COLLECTION
Flexibility of a 4pm cancellation on the day of arrival for individual boo kings. No restrictions and in place
until at least 31 st December 2020.
FOUR SEASONS
All Four Seasons hotels and resorts worldwide are implementing the following policies:
For guests with existing individual reservations for any future arrival date, including pre -paid reservations,
full changes or cancellations are permitted at no charge up to 24 hours prior to arrival, as long as the
change or cancellation is made by June 30, 2020*. Please note that changes to an existing reservation will
be subject to availability and any rate differences.
For guests making new individual reservations for any future arrival date, including pre-paid reservations
with pre-paid deposits, between today and June 30, 2020, changes or cancellations are permitted at no
charge up to 24 hours before your scheduled arrival date.* Please note that changes to the reservation will
be subject to availability and any rate differences.
*Important Information:
Some exclusions may apply including periods with special event restrictions or during peak demand periods.
Please refer to individual property rate rules for details.
For reservations booked via online travel agents or other third -party travel professionals, please contact the
booking provider for information on their policies.
For individual reservations booked into a pre-existing group block, please refer to cancellation terms quoted
at the time of reservation.
FROSCH Travel Advisor Guide to 2019 Novel CoronavirusFor group bookings we will work closely with you to manage any changes on a case by case basis. Our
hotels are actively supporting customers to address the needs of each group, including moving event dates
to another time.
HILTON
For reservations made prior to March 12, 2020 – when our new, more flexible reservation policy went into
effect: You may now change or cancel any future reservation, without penalty, as long as you do so at least 24 hours
before your scheduled arrival date, but not later than August 31, 2020. This includes reservations described as “non-
cancellable” or Advance Purchase.
Flexibility for the Future: Any individual reservations booked on and between March 12 and August 31, 2020 for any
future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.
If you cancel a rate which required an advance payment or deposit, we will do everything we can to process your
refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request.
If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night
certificate for each cancelled night. Free night certificates can be used at our more than 6,100 properties worldwide.
Stays must be completed by August 31, 2021. In lieu of a refund, guests at select hotels may choose to receive a
hotel voucher redeemable toward a future stay at that hotel. Changes are subject to availability and rate differences.
Hilton Honors Status and Points
• 2019 Status Extension. All members whose 2019 status was scheduled to be downgraded on March 31,
2020—whether it’s Diamond, Gold or Silver—will automatically receive an extension through March 31, 2021.
• 2020 Status Extension. We are extending 2020 member status through March 31, 2022. This means they will
continue to enjoy all the Diamond, Gold or Silver benefits they are able to access today for the next 24
months.
• Points Extension. We will pause the expiration of all Points scheduled to expire between now and December
31, 2020.
• Weekend Night Rewards Earned on Eligible Hilton Credit Cards. We have extended the expiration date of all
unexpired Weekend Night Rewards as of March 11, 2020, and all new ones issued until August 30, 2020,
through the end of next summer (August 31, 2021).
HYATT
Existing reservations booked prior to July 1, 2020:
With some very limited exceptions, existing reservations booked before July 1, 2020, for arrivals through July 31,
2021, can be cancelled at no charge up to 24 hours before your scheduled arrival. This includes Advance Purchase
Rate reservations. Reservations made after April 1, 2020 at Destination Residences or under the Special Event Rates
are subject to the cancellation policy disclosed at the time of reservation.
New reservations booked July 1, 2020 or beyond:
With some very limited exceptions, reservations booked on July 1, 2020 or beyond – for arrival dates through July
31, 2021 – can be cancelled at no charge up to 24 hours before your scheduled arrival.
Reservations made after April 1, 2020 at select Destination properties or under Special Event Rates, after June 3,
2020 at Hyatt Residence Club properties, and any other reservations made after June 30, 2020 that disclose a
different cancellation or refund policy at the time of booking are excluded from this policy and subject to the
cancellation or refund policy disclosed at the time of booking. Please visit the Change and Cancellation Fee Waiver
Exceptions for a list of excluded Destination and Hyatt Residence Club properties.
Hotels may adjust this cancellation policy during some high-demand periods (e.g., holidays or special events). When
making reservations, guests are always encouraged to review the rate rules, which show the current cancellation and
FROSCH Travel Advisor Guide to 2019 Novel Coronavirusdeposit policies for all properties and rates, to ensure they understand the cancellation and/or deposit rules for each
reservation.
Reservations can be changed or cancelled on hyatt.com or via the World of Hyatt app (subject to the exceptions
noted here and during the booking process). Please note that changes to existing reservations will be subject to
availability and any rate differences.
World of Hyatt Member Update:
We are closely listening to our World of Hyatt members and using their feedback to continually evaluate ways to flex
the program. In the spirit of advancing care for members during these unique circumstances, we are making the
following World of Hyatt program modifications:
Suspending Points Forfeiture:
We will be suspending the forfeiture of points through May 31, 2020. As a reminder, our general policy is that points
do not expire, but they will be forfeited if a member’s account is inactive for 24 consecutive months.
Postponing Award Chart Changes:
We are postponing the introduction of Off-peak and Peak point redemption (originally planned for March 22, 2020)
until 2021. This means that free-night redemptions will continue to be at standard rates for the rest of this year.
Before we launch Off-peak and Peak point redemptions for stay dates in 2021 and beyond, we’ll provide advance
notice as we always do.
Evaluating Elite Tier Qualification & Benefit Extension:
In February, World of Hyatt extended elite tier status and award expiration dates for qualifying members residing in
Asia Pacific. Visit the World of Hyatt COVID-19 FAQs for details.
Given the quickly evolving nature of the situation, it is simply too early to suggest revised elite tier qualifications and
award expiration beyond members in Asia Pacific. However, we know that adjustments will need to be made, and we
are committed to communicating these as soon as we can.
IHG
Given the flexibility our guests and customers need right now we have implemented the following policies:
For Existing Bookings:
Existing bookings (bookings made through April 6, 2020) at all IHG hotels can be changed or cancelled for stays up to June
30, 2020, noting that:
Important Information:
• Hotels are subject to local law in the market in which they operate. Therefore, government legislation and
regulations may supersede this policy in specific circumstances. (including the type and timing of the refund).
• If you cancel a rate which required a deposit or payment in advance, we will do everything we can to process your
refund as quickly as possible. Refunds (which may be vouchers where required by local law) may take up to 90
days for hotels to process from the date of cancellation. Reservations may be changed without a fee but may result
in different pricing.
• Exclusions may apply for time periods with special event restrictions or peak demand weeks.
• *Cancellation fees for existing and new domestic bookings at all IHG hotels in Mainland China, Hong Kong SAR,
Macau SAR and the Taiwan region will be waived for stays up to April 30, 2020
For New Bookings:
• Book Now, Pay Later: This new rate offers flexibility and savings. With no deposit required and cancellations
possible up to 24 hours before your stay for direct bookings, travel planning is commitment free. Guests benefit
FROSCH Travel Advisor Guide to 2019 Novel Coronavirusfrom 5% or more off our Best Flexible Rate for bookings made up to September 3, 2020 for stays until December
30, 2020 (excluding Greater China).
• Best Flexible Rate: This rate offers maximum flexibility to change or cancel your reservation. For direct bookings
this rate can be fully changeable or refundable up to 6pm (local hotel time) on the day of arrival (dependent on the
hotels’ individual house policy).
• IHG Rewards Club Members Rates: Additional savings are available for IHG Rewards Club members on these Book
Now, Pay Later and Best Flexible rates.
• IHG Rewards Club nights: You can change or cancel these bookings with no penalty prior to the time period set by
the hotel.
• We have removed our more restrictive (pre-paid/non-refundable) Advance Purchase rate from sale until later in
the year (excluding Greater China)
These rates, and others, have their own terms and conditions. Please refer to specific rate information when booking for
further details - including cancellation terms. Changing the date on any reservations may result in different pricing.
IHG Rewards Club:
Membership Status:
• IHG Rewards club status will be automatically extended through January 2022.
• As previously shared, we reduced Elite membership criteria by 25% or more for 202.
Points Expiration:
• Points never expire for all members with Elite status (Gold, Platinum and Spire).
• We have paused points expiry until December 31, 2020 for Club members.
KEMPINSKI
In these challenging times, we understand that your travel plans are significantly impacted and that it is very
difficult to plan ahead. As a trusted guest, we wish to support you in the following ways:
• If you have an existing booking, we offer total flexibility to help you change the dates or, if necessary, cancel.
• If you are planning a trip in the near future, we wish to make your decision as easy as possible and will,
therefore, ensure you that you can cancel or amend any booking up to 24 hours before arrival if you are forced
to change your plans.
• Any booking made until 30 June 2020 with an arrival date up to 30 September 2020 can be cancelled or
rebooked at no charge if communicated in writing or by email to the hotel no later than 24 hours prior to
arrival.
LANGHAM
Direct Individual Bookings to LHG Hotels:
With immediate effect, we will provide a full refund (and waive all related fees) on cancellations for individual
bookings for stays up to and including 30 June, 2020. This date may be revised upon review of the situation
Third-Party Individual Bookings to All LHG Hotels:
For individual bookings made by a travel agent or an online booking platform, guests will need to contact their
agent/booking site and refer to their terms and conditions regarding refunds and cancellation fees.
Group & Catering Bookings:
For group and catering bookings, please contact the hotel directly or all enquiries.
FROSCH Travel Advisor Guide to 2019 Novel CoronavirusLOEWS
We are currently waiving cancellation fees for existing and new individual transient reservations, for stays through
and including September 30, 2020. This includes any pre-paid and non-refundable reservations.
For reservations made through a travel agent or an online booking platform please contact them directly as your
reservation will be subject to their terms and conditions, however we have informed them of our change in
cancellation policy, which they should adhere to.
For groups and meeting inquiries, please contact the hotel where your meeting is taking place.
We understand flexibility is key during uncertain times; therefore, we have further modified our cancellation notice
period to 24-hours, for any new and existing reservations beyond October 1, 2020.
Special events may be subject to a different cancellation and deposit terms and conditions.
MANDARIN ORIENTAL
Existing Reservations:
Guests with existing individual reservations for any future arrival date, including reservations with pre-paid rates that
are typically more restrictive, will be permitted to make full changes or cancellations without a charge up to 24 hours
prior to arrival, as long as the change or cancellation is made by June 30, 2020. * Please note that any changes to
existing reservations will be subject to availability and rate differences.
New Reservations:
Guests making new individual reservations for any future arrival date, including reservations with pre-paid rates,
between now and June 30, 2020, will be permitted to change or cancel the reservation at no charge up to 24 hours
before your scheduled arrival date. * Please note that any changes to your reservation will be subject to availability
and rate differences.
*Some exclusions may apply including periods with special event restrictions or during peak demand periods, and for
designated Suite and Villa bookings. Please refer to the individual property’s cancellation policy for such reservations.
If your booking was made via an online travel agent or other third-party travel professional, you should contact the
booking provider to make amendments.
For individual reservations booked with a pre-existing group block, please refer to the cancellation policy quoted at
the time of reservation. For more information, please contact the group organizer or the hotel directly.
For any group bookings, we look forward to working closely with you to manage changes or cancellations on a case by
case basis.
MARRIOTT
For all Marriott International hotels worldwide, we are implementing the following policies:
• For guests with existing reservations for any future arrival date, including reservations with pre-paid rates
that are typically more restrictive, we will allow full changes or cancellation without a charge up to 24 hours
prior to arrival,* as long as the change or cancellation is made by July 5, 2020. Please note that 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 July 5, 2020, we will allow the reservation to be changed or cancelled at no charge up to
24 hours before your scheduled arrival date.* Please note that changes to the reservation will be subject to
availability and any rate differences.
FROSCH Travel Advisor Guide to 2019 Novel CoronavirusPlease note that this policy does not apply to travel associated with a Group booking. For guests with Group
reservations (e.g., for meetings, events or conferences), please review the booking rate rules and contact the group
organizer for more information.
*Important Information:
• Some exclusions may apply. May exclude periods with special event restrictions or peak demand weeks.
Please refer to the property’s Rate Details for applicable terms or exceptions, if any, when booking or
changing reservations.
• Individual (transient) guestroom reservation refunds of any kind (e.g., cash or credit voucher) may take up to
90 days from the date of cancellation to be processed. The form and timing of refund may be subject to
applicable laws where each hotel is located.
• Design Hotels and Homes & Villas by Marriott International (HVMI) are excluded from this policy. HVMI-
specific cancellation guidance is available here .
• Marriott Vacations Worldwide (e.g., Marriott, Sheraton and Westin Vacation Ownership resorts) is included
in this policy for transient reservations only. For owner occupancy reservations, or if you received a rental
cancellation notice, please visit https://hub.vacationclub.com .
• For group organizer questions on terms and conditions of group contracts, please contact the hotel.
Bonvoy Rewards
At this time, Marriott Bonvoy has not announced updates to tier status requirements or date extensions for members
outside of Asia. We will update as the situation changes.
• Bonvoy has paused Points expiration for those scheduled to expire between now and August 31, 2020. No
changes will be made to the Points expiration date and Points will remain in the Member’s Account through
the end of August 2020.
• Free Night Awards (as part of a credit card benefit, Annual Choice Benefit, Promotion or Travel Package) with
an expiration starting March 1, 2020 will be extended through January 31, 2021. The system will
automatically complete the updates by the end of April 2020.
• Suite Night Awards with an expiration date of December 31, 2020 will be extended to December 31, 2021.
The system will automatically complete the updates by the end of June 2020.
MELIA
Right now, and until June 30, 2020, all the rates that we currently have on sale can be cancelled at no cost.
Cancellations can be made between 1 and 7 days before the scheduled arrival date. Some exclusions may apply. May
exclude periods with special event restrictions or peak demand weeks. Please refer to the property’s Rate Details for
applicable terms or exceptions, if any, when booking or changing reservations.
For bookings made before today, our cancellation policy is as follows:
1. As of May 21, 2020, if customers are affected by travel restrictions in their country of origin or the hotel they
have booked is closed for the expected dates of the stay, Meliá offers you the chance to change or cancel the
booking under the following conditions:
▪ For individual bookings made between March 2 and June 30, 2020, customers can cancel their
booking up to 24 hours before the date of arrival without any cancellation fee or penalty.
▪ For individual reservations made before March 2, 2020 for arrival dates up to June 30, 2020, we offer
100% flexibility to postpone the booking up to 24 hours before the expected arrival date. You can
postpone the booking up to December 31, 2021, choosing a date for which the hotel offers the same
terms and conditions, or agree to pay any possible difference in the room rate without any booking
management fees.
FROSCH Travel Advisor Guide to 2019 Novel Coronavirus▪ For group bookings with arrival date before June 30, we offer 100% flexibility to change the dates
without any booking management fees up to December 31, 2021, regardless of the date the booking
was made.
2. Check the specific conditions for each booking as some exceptions may apply in some hotels during high-
demand periods and may require cancellation further in advance to avoid cancellation fees and penalties.
3. For arrivals from July 1, 2020, the booking terms and conditions accepted by the customer when making the
individual or group booking will apply (subject to point 6 below).
4. If the booked hotel is itself quarantined during the guest’s stay, the hotel will abate or return any payments
the guest would otherwise have to make in the proportion corresponding to the date on which quarantine is
ordered.
5. If we are forced to close the booked hotel for the dates booked, we will offer alternative accommodation of
the same or superior quality in another of our hotels. If this is not possible, we offer 100% flexibility to
postpone your reservation up to 24 hours before arrival: you may choose a later date until December 31,
2021 and on which the reserved hotel is operative again and offers the same terms and conditions or for
which you agree to pay a possible difference in rate without any management fee.
6. Guests who book through online travel agents or other third-party travel professionals are advised to contact
their booking provider for information on the policies they are applying.
7. We are aware that the COVID-19 pandemic and the response from the government and health authorities
are constantly changing and developing. Please note that the criteria in this document are therefore subject
to change over time.
8. Meliá will extend the current MeliáRewards membership tier for one year for Platinum, Gold and Silver
members whose tier review is scheduled for between March 1, 2020 (from February 1, 2020 for members
from Greater China) and December 31, 2020. The membership tier will remain unchanged even for those
members who do not meet the minimum stays, nights or points requirement to remain in their tier. In
consequence, for example, tier reviews that were due on March 1, 2020, will now be carried out on March 1,
2021.
OMNI
We understand flexibility is key during uncertain times and that’s why we’re adjusting our cancellation policies. For
reservations with arrival dates through June 30, 2020, we are waiving cancellation fees for existing and new
individual reservations at all Omni Hotels & Resorts’ properties. In this very fluid environment, we continue to
monitor the situation and will revisit this policy as needed. For bookings made through a travel agent or online
booking platform (i.e., Booking.com, Expedia, etc.), please contact them directly. We have advised these companies
of our cancellation policy and you should refer to their terms and conditions.
ONE&ONLY
Given the current uncertain environment, we have updated our cancellation policy to give you the upmost
flexibility. One&Only is waiving all cancellation and change fees applicable to all existing and new bookings
for stays up to 30 September 2020. We would be happy to rebook your reservation, or ultimately, cancel
your reservation and refund any deposits received.
FROSCH Travel Advisor Guide to 2019 Novel CoronavirusPENINSULA
Cancellations fees are waived for all bookings in April, May and June for all travelers in our hotels around the
world. We are closely monitoring the situation and will adjust the policy as needed for the benefit of our guests.
RADISSON
Effective May 7, 2020, we have implemented the following updates to our cancellation policy, including some
clarification and further explanation of existing procedures.
Individual reservations:
For existing reservations made prior to April 1, 2020, for stays until June 30, 2020, at any RHG hotel worldwide and
subject to local regulations and variations applicable to the hotel legal entity, we allow:
- Free modifications subject to availability and/or any rate differences
- Free cancellations with the following exception:
○ If a deposit has been paid for an existing reservation, we will credit you the full amount to redeem with your next
stay at the same hotel within one year after your cancellation date. If you are unable to redeem, we will refund you
after your credit has expired.
For new reservations made between April 1 and June 30, 2020, for any future arrival date at any RHG hotel
worldwide, we allow:
- Free modifications up to 24 hours before the arrival date. Any modifications are subject to availability and/or any
rate differences
- Free cancellations up to 24 hours before arrival date
○ This 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 maybe in the form of vouchers
or credit, where required by local regulations)
Leisure Groups, Business Groups and Meeting & Events:
For existing and new reservations for groups and/or meetings & events until June 30, 2020 (or the end date of
national government-imposed restrictions on gatherings) at any RHG hotel worldwide and subject to local regulations
and variations applicable to the hotel legal entity, we allow:
- Free modifications subject to availability and/or any rate differences
- Free cancellations if the meeting/event cannot be rebooked to a later date
○ If a deposit has been paid for an existing reservation, we will credit you the full amount (less already incurred
costs) for the customer to redeem on their next stay, at the same property within one year after your cancellation
date. If you are unable to redeem, we will refund you after your credit has expired.
Guests are advised to contact our call centers for urgent reservations (travel within the next 72 hours) or to modify
or cancel their booking via our website, app or online form on our website.
Guests who booked via online travel agents or third-party travel professionals must contact their booking provider
for any adjustments.
Our commitment to our loyalty program members
As COVID-19 affects travel plans around the world, we believe our Radisson Rewards members deserve to use the
points that they have acquired and should not be penalized due to circumstances out of their control. As a result,
Radisson Hotels is suspending its point expiration policy by six months, effective March 1, 2020. We have also
extended the elite status of our members through February 2022, for those that would have expired in February
2021. In addition, e-certs earned using the Radisson Reward Visa card, that are scheduled to expire between March 1
and July 31, 2020, can be redeemed through June 30, 2021.
ROSEWOOD
• For reservations booked between March 13, 2020 and September 30, 2020 for stays through September 30,
2020, we have implemented a 24-hour cancellation policy with no fees*
*Terms and conditions:
FROSCH Travel Advisor Guide to 2019 Novel Coronaviruso Waived cancellation fee within 24 hours of arrival date
o Refundable deposits for cancellations within 24 hours of arrival date
o Terms apply to all published rates with the exception of Advance Purchase rates
o Blackout dates apply and vary by property
• For reservations booked prior to March 13, 2020, guests may rebook without a fee for up to 12 months, and
any deposits will be applied to future reservations*
*Terms and conditions:
o Waived change fee when rebooking within 24 hours of arrival date
o New dates of stay must be within 12 months of original arrival date
o Any difference in rates for new dates will apply
o Any previous deposits made will be applied to new future reservation
o Blackout dates apply and vary by property
SHANGRI-LA
In view of the current COVID-19 situation, for all reservations made prior to 1 April 2020, including advance
purchase rates, traveling to any of our hotels globally before 30 June 2020, we will waive the cancellation charges
regardless of the booking channel, if cancelled more than 24 hours prior to arrival date. For all other reservations, our
normal cancellation policy applies.
For bookings made after 1 April 2020, flexible cancellation policy applies of up to 24 hours prior to arrival for any
luxury agency partners and Luxury Circle reservations, with the exception for special events that may require a
deposit for pre-payments (e.g., Olympics).
TAJ
• Cancellation charges will be waived for bookings made for hotel stays till 30 June 2020. If you hold a booking
for this period and wish to cancel or modify the booking, kindly initiate this change on our website, or reach
out to us through our toll-free numbers or write to us at reservations@ihcltata.com
• If you have booked through a travel agent or other third parties, kindly contact your booking provided for
information on their cancellation policies.
• For reservations made as part of a group booking, kindly contact your meeting organizer for further
assistance.
VELAS
Velas Resorts issued the following updated cancellation policy:
For reservations subject to penalization (as per policies applicable on original reservation):
• Guests will have the opportunity to change travel dates until December 18th, 2020.
• In case the new desired dates present a higher rate, guests will absorb the difference.
• In case the new desired dates present a lower rate, a hotel credit will be issued with the difference.
For reservations exempt from penalization (as per policies applicable on original reservation):
• Guests will be granted the opportunity to change travel dates for the following 365 days counting from
original dates booked (except Christmas Holiday and New Year’s Eve)
• In case guests choose the same travel dates for 2021, rates will remain without changes. E.g.: original travel
dates March 25th to 30th, 2020, change to March 25th to 30th, 2021
Travel dates: from March 12th to December 18th, 2020.
FROSCH Travel Advisor Guide to 2019 Novel CoronavirusPeriod for changes: from March 12th, 2020 to May 15th, 2020.
Note: Please consider that, starting today and until further notice, new reservations will be subject to cancellation
with no penalization, up to 24 hours prior to date of arrival. (Except for Easter, President’s Week, Thanksgiving,
Christmas and New Years’ Eve).
VICEROY
We are waiving cancellation fees for all reservations not traveling on a group rate for stays through June 30, 2020.
This is applicable to existing and new reservations. If you’ve reserved a non-refundable rate, we will accommodate
date changes up to 12 months. Any guests who are unable to fulfill their travel plans due to recent travel bans will be
fully refunded or may rebook their reservations for a later date.
If you’ve reserved using an online booking platform, please contact them directly for modifications or cancellations.
FROSCH Travel Advisor Guide to 2019 Novel CoronavirusYou can also read
