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The government travel restrictions, advisories, flight cancellations, and the many other impacts and risks arising from the COVID-19 outbreak have reached a global scale. This has impacted the ability of people everywhere to travel regardless of the circumstances in their location or their destination.
For accommodation bookings worldwide made prior to March 20, 2020, our current policies will continue to apply until advised otherwise:
Reach out your sales contact for more information.
We are working to continually update our policies. Non-refundable and partially refundable bookings that are cancelled before any new policy is in place, are subject to the policy in place at the time of cancellation, and thus will not automatically qualify for a waiver.
As you are likely experiencing in your own business, we are experiencing a high call volume and longer wait times than usual. To reduce call waiting time and action your requests as quickly as possible, we’re investing in extra staffing and reallocating resources in our customer support centres.
We have hundreds of customer support agents working around the clock, in more than 20 different languages, to answer questions you or your travelers have.
A: Flex cancellation policies do not apply to any non-refundable or partially refundable lodging bookings made after March 19, 2020. The terms and conditions at the time of booking will continue to apply, and these bookings will not be eligible for refund. We encourage our partners to make every effort to draw travelers’ attention to non-refundable or partially refundable rate plans.
A: We are working to continually update our policies. Non-refundable and partially refundable bookings that are cancelled before any new policy is in place, are subject to the policy in place at the time of cancellation, and thus will not automatically qualify for a waiver.
Yes, we will gradually start re-introducing non-refundable and partially refundable rates for future bookings. Note that the cancellation policy of such rate plans will apply and will not be eligible for penalty waiver requests. We encourage you to make every effort to draw travelers’ attention to non-refundable or partially refundable rate plans.
The safety and health of your travelers is of course, the most important thing right now. With this in mind, here are a few useful sites for the latest advice on Coronavirus that you may wish to share with your travelers:
We are here to help you navigate through this challenging situation. If there is more that we can do to support you and your travelers, please reach out to your account manager.