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Hotels Again Modify Cancellation Polices, Loyalty Programs Amid Outbreak

By Donna M. Airoldi / March 09, 2020 / Contact Reporter
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With more destinations throughout the world declaring states of emergency due to the coronavirus' spread, several hotel companies have further eased their cancellation policies as well as extended loyalty program expirations for certain members. All continue to monitor the situation and will provide updates as it evolves.

Accor will accept cancellations without penalties for individual travelers and groups for any guest traveling to Accor-branded properties in mainland China, Hong Kong, Macau, Taiwan, South Korea, Italy, Saudi Arabia and Iran, as well as for any guest traveling from mainland China, Hong Kong, Macau, Taiwan or South Korea to any Accor property worldwide until March 31, 2020, regardless of booking channel, according to a company spokesperson.

Best Western Hotels & Resorts does not have a global cancellation policy related to the virus outbreak, but it has asked its independently owned and operated hotels to "exercise flexibility and understanding" when handling cancellation requests, according to a company spokesperson. However, Best Western Rewards members can globally maintain their current status through Jan. 31, 2022, without needing to fulfill the necessary qualifications. In addition, BWR members who suffered a downgrade at the end of 2019 as a result of restricted travel will be leveled up to their previous tier and will maintain that status through Jan. 31, 2022.

Choice Hotels has extended penalty-free cancellations through March 31, 2020, for anyone traveling from China to a U.S. or Canadian hotel, and for anyone requiring cancellation of upcoming reservations at any property based in China if they are no longer traveling due to the concern around Covid-19, according to a company spokesperson.

Hilton Worldwide has modified cancellation waivers in place for the following regions: guests traveling to, through or from Italy with stays through April 30; and for guests traveling to, through or from China, Israel, South Korea or Saudi Arabia with stays through March 31, according to a company spokesperson. Hilton Honors members living in mainland China, Macau, Hong Kong or Taiwan whose membership tiers would be otherwise downgraded by March 31, 2020, due to failure to meet elite membership qualifications in 2019 will have those memberships extended until March 31, 2021. Members from those destinations who qualified in 2019 for an upgrade to or to maintain their current elite membership status in 2020 will have their elite membership status extended to March 31, 2022. And for members in those four destinations, no Hilton Honors points will expire through Dec. 31, 2020. (Information updated, March 11.)

Hyatt Hotels Corp. is waiving cancellation fees for stays through March 31, 2020, for guests residing in Greater China, South Korea, Japan and Italy with reservations at Hyatt hotels globally, and for guests with reservations at Hyatt hotels in those four locales, according to a company spokesperson. For World of Hyatt members residing in the Asia-Pacific region, qualifying Discoverist, Explorist and Globalist members will have a new tier expiration date of Feb. 28, 2022, to maintain their elite status and benefits, as currently valid suite upgrade awards, club access awards and free night awards that expire in 2020 for qualifying members will be extended through Dec. 31, 2021. The company currently is evaluating tier and benefit extensions for global members who travel frequently to the Asia-Pacific region.

InterContinental Hotels Group will waive change and cancellation fees for guests traveling to or from mainland China, Hong Kong, Macau, Taiwan, South Korea and Italy through March 31, 2020, for reservations booked directly with the hotel, through IHG.com, the IHG app or the company's central reservations center, according to a company spokesperson. (Update, March 9: IHG has extended expiration dates for all Rewards Club members who live in mainland China, Hong Kong, Macau and Taiwan; the new dates vary by membership category and status.)

Langham Hospitality Group will provide a full refund and waive all related fees on direct booking cancellations for all travelers from or transiting through mainland China, South Korea, Iran and Italy for stays up to and including March 31, 2020, according to a company spokesperson.

Marriott International is waiving cancellation fees for hotel stays through March 31, 2020 for guests traveling to or from the following locations: mainland China, Hong Kong, Macau, Taiwan, Japan, South Korea, French Polynesia, the Maldives, India, Sri Lanka, Bhutan, Nepal, Bangladesh, Thailand, Myanmar, Cambodia, Vietnam, Malaysia, Singapore, Indonesia, the Philippines, Australia, New Zealand, Fiji, New Caledonia and Samoa, as well as Italy, according to its latest statement related to the virus. The company also is extending elite status, including benefits earned in 2019, through February 2022 for Marriott Bonvoy members who live in mainland China, Hong Kong, Macau and Taiwan, according to a company spokesperson.

Peninsula Hotels has extended its cancellation fee waiver to all properties worldwide for bookings through April 30, according to a company spokesperson. The company does not provide a loyalty program.

Radisson Hotel Group is extending its cancellation policy for the following reservations booked with a check-in date through April 30, 2020: guests with room reservations in any of Radisson's hotels in China, South Korea, Japan, Iran and northern Italy, as well as for guests originating from those regions to any Radisson hotel globally, according to the latest information available on its website. For arrivals after April 30, normal cancellation fees apply.

Shangri-La Hotels and Resorts will waive cancellation charges regardless of booking channel for bookings made prior to March 1, 2020 for guests who had planned to travel from Greater China, Korea, Japan, Italy, Iran and Saudi Arabia to any Shangri-La hotel globally on or before March 31, 2020, according to a company spokesperson. In addition, the company will extend Golden Circle loyalty program tier status and benefits for Diamond and Jade members through Dec. 31, 2021.

Wyndham Hotels and Resorts guests traveling to or from Greater China, South Korea or Italy with bookings for stays in a Wyndham hotel through March 31, 2020, will have their cancellation or change fees waived, according to a company spokesperson. The company also is extending current Wyndham Reward members status for all Gold, Platinum and Diamond members from Greater China and the Southeast Asia and Pacific Rim regions through the end of 2021.

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