Hotel Cancellation Policies Due to Coronavirus (COVID-19) – Everything You Need to Know
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The current outbreak of the coronavirus (COVID-19) has changed daily life and put a halt on many travel plans. If you have a hotel stay that has been affected by COVID-19, you may be wondering what your options are as far as modifying or changing your reservation.
Here are the cancellation policies of major hotel chains and online travel agencies so that you can easily get the information you need. The current situation is ever-evolving, so these policies are subject to change.
For each hotel chain, we’ve also included the recommended way to cancel or change your reservation if there was one. If there isn’t a specific way to cancel listed, your best bet would be to email or call the hotel chain directly.
For information about airlines and cruise lines check out cruise cancellation policies due to COVID-19 and airline cancellation policies due to COVID-19.
Table of contents
Table of Contents
Hotel Cancellation Policies Due to COVID-19
Accor
Any reservations made directly with Accor through June 30, 2020, can be changed to a later date with no penalty fees. To change your reservation, you’ll need to contact the hotel directly or request a credit voucher to be used at a later date at the same hotel.
If you booked your reservation through a third party like a travel agent or online travel agency website, you’ll need to contact your booking provider to change your reservation.
For Accor’s full policy regarding COVID-19, click here.
Best Western
From March 23, 2020, to June 30, 2020, you can cancel your Best Western hotel reservation for any future stay without penalties or fees as long as you cancel with at least 48 hours’ notice.
This applies to bookings made through any channel for hotels located in the U.S., Canada, and the Caribbean.
This policy does not apply to a limited number of high-demand dates at select locations.
For Best Western’s full policy regarding COVID-19, click here.
Choice Hotels
For any existing reservations made directly with Choice Hotels, you can cancel with at least 24 hours’ notice as long as you submit your request by June 30, 2020.
How to Cancel a Choice Hotels Reservation
To modify or cancel a cancellable rate, use this form.
To modify or cancel a non-cancellable, prepaid reservation, use this form.
For Choice Hotels’ full policy regarding COVID-19, click here.
Fairmont Hotels & Resorts
Any reservations made directly with Fairmont through June 30, 2020, can be changed to a later date with no penalty fees. To change your reservation, you’ll need to contact the hotel directly or request a credit voucher to be used at a later date at the same hotel.
If you booked your reservation through a third party like a travel agent or online travel agency website, you’ll need to contact your booking provider to change your reservation.
For Fairmont’s full policy regarding COVID-19, click here.
Hilton
All reservations scheduled to check-in before August 31, 2020, can be changed or canceled without penalty with at least 24 hours’ notice. This includes non-cancelable and Advance Purchase reservations.
New reservations that are booked by August 31, 2020, for any travel dates can be changed or canceled without penalty as long as at least 24 hours’ notice is given. This includes non-cancelable and Advance Purchase reservations.
It can take up to 30 days to receive a refund. If you’re a Hilton Honors member and cancel an Advance Purchase rate, you might be eligible for a free night certificate for each canceled night for stays through August 31, 2021.
Update: For those planning an upcoming Hilton stay, as of July 28, 2020, Hilton is requiring all guests at its U.S. properties to wear face coverings in all indoor public spaces until further notice.
How to Cancel a Hilton Reservation
If you booked on the Hilton website or via the Hilton app, you can change or cancel your reservation by contacting the Hilton Guest Assistance team. Phone numbers for each country can be found here.
If you booked through another travel site or travel agent, contact them directly.
For Hilton’s full policy regarding COVID-19, click here.
Hyatt
All existing reservations booked before July 1, 2020, for arrivals through July 31, 2021, can be changed or canceled at no charge up to 24 hours before your scheduled arrival. This includes Advance Purchase Rate reservations.
Reservations made after July 1, 2020, for any travel by July 31, 2021, can be changed or canceled at no charge within 24 hours of scheduled arrival. This includes Advanced Purchase Rate reservations.
There are a few limited exceptions to this policy, including reservations at select Destination properties, Hyatt Residence Club properties, special event rates, and high demand periods.
If you would like to cancel an Advance Purchase Rate (non-refundable) reservation made before March 8, 2020, for arrival by June 30, 2020, you can do so with at least 24 hours’ notice. As compensation, you’ll receive 10,000 World of Hyatt points. This can’t be combined with the above offer.
Update: For those planning an upcoming Hyatt stay, as of July 27, 2020, Hyatt is requiring all guests at its U.S. and Canadian properties to wear face coverings in all indoor public spaces until further notice.
How to Cancel a Hyatt Reservation
These policies apply to reservations made directly with Hyatt. If you booked through an online travel agency, you’ll need to contact the agency to cancel or change your reservation.
To cancel your Hyatt reservation booked through Hyatt, use its website or mobile app. To opt-in to the 10,000 point offer, call the Global Contact Center or send an email to [email protected].
For Hyatt’s full policy regarding COVID-19, click here.
Hot Tip: If you booked your hotel through an online travel agent like Priceline, Booking.com, or Orbitz, you’ll need to contact the booking website to cancel or modify your reservation.
IHG
Cancellation fees will be waived on all bookings for stays between March 9, 2020, and June 30, 2020.
There are no special cancellation policies in place for stays after June 30, 2020.
Update: For those planning an upcoming IHG stay, as of July 27, 2020, IHG is requiring all guests at its U.S. and Canadian properties to wear face coverings in all indoor public spaces until further notice.
How to Cancel an IHG Reservation
If you booked directly through IHG, you can change or cancel your reservation online. If your stay is within the next 72 hours and you can’t modify or cancel it online or via the IHG app, then you should call IHG directly.
For IHG’s full policy regarding COVID-19, click here.
Marriott
For travelers with existing reservations for any date, including prepaid rates, you’ll be able to change or cancel your Marriott reservation without a fee with at least 24 hours’ notice as long as you modify your reservation by June 30, 2020. There are a few exceptions to this policy, and you should refer to your property’s rate rules for details.
If you’d like to make a new reservation by June 30, 2020 (including prepaid rates) for any travel date, you’ll be able to change or cancel your reservation with no charge up to 24 hours before your scheduled arrival date. There are a few exceptions to this policy, and you should refer to your property’s rate rules for details.
Design Hotels and Homes & Villas by Marriott International are excluded from these policies.
These policies apply to bookings made directly through Marriott. If you booked via a third party, refer to your booking provider for its policies.
For Marriott’s full policy regarding COVID-19, click here.
Update: For those planning an upcoming Marriott stay, as of July 27, 2020, Marriott is requiring all guests at its U.S. properties to wear face coverings in all indoor public spaces until further notice.
Radisson
You can cancel any Radisson reservation for stays through June 30, 2020, without penalty. For any new reservation made between April 2, 2020, and June 30, 2020, for any travel dates, modifications or cancellations can be made up to 24 hours before arrival date with no penalty fees.
These policies apply to bookings made directly through Radisson. If you booked via a third party, refer to your booking provider for its policies.
For Radisson’s full policy regarding COVID-19, click here.
Hot Tip: Did you know that certain credit cards come with travel insurance. Check out our complete guide to credit card travel insurance for more information.
Wyndham
Any Wyndham reservations for stays June 30, 2020, can be changed or canceled without penalty with at least 24 hours’ notice.
You’ll also be able to change or modify your reservation if you’re prohibited from traveling by law.
If you have a booking after June 30, 2020, you’ll be able to change your reservation with at least 48 hours’ notice. The new reservation must be for the same number of nights (or more) as your original reservation.
These policies apply to bookings made directly through Wyndham. If you booked via a third party, refer to your booking provider for its policies.
For Wyndham’s full policy regarding COVID-19, click here.
Online Travel Agency Cancellation Policies Due to COVID-19
If you booked your hotel through an online travel agency, you may be held to different cancellation policies than those offered by the hotel itself.
Agoda
Free cancellation will be available on some reservations online in the My Bookings section.
If your travel is more than 2 weeks away, Agoda recommends waiting to cancel or modify your reservation, as your reservation’s free cancellation eligibility can change.
For Agoda’s full policy regarding COVID-19, click here.
American Express Travel
Hotel bookings made through American Express Travel before March 19, 2020, for travel through September 30, 2020, can be canceled through the Amex Travel portal (in the “My Trips” section) as long as at least 24 hours’ notice is given.
Hotel bookings with check-in dates after May 31, 2020, are subject to each hotel’s individual cancellation policy.
For Amex Travel’s full policy regarding COVID-19, click here.
Booking.com
No updated cancellation policy has been published. Booking.com advises you to contact the individual hotel or visit its online help center if you need to change or cancel a reservation.
Capital One Travel / Citi ThankYou Rewards
CX Loyalty powers travel portals for both Capital One and Citi. Most hotel bookings are refundable until 72 hours before check-in.
Log in to your account through the applicable portal (Capital One Travel or Citi ThankYou Rewards) and check the My Trips section to make changes online. If your travel is within the next 3-5 days and your hotel is charging a fee, contact CX Loyalty to see if the penalty can be waived.
For CX Loyalty’s full policy regarding COVID-19, click here.
Chase Travel Portal
If you booked a hotel room through the Chase Travel Portal, your reservation is subject to the hotel’s individual policy regarding changes and cancellations.
You can cancel your reservation using this form.
For Chase Travel’s full policy regarding COVID-19, click here.
Expedia
If you booked a non-refundable rate on Expedia before March 19, 2020, for travel between March 20 and June 30, 2020, you can cancel without penalty. You’ll receive a full refund in most instances; for some properties, you’ll receive a credit.
For Expedia’s full policy regarding COVID-19, click here.
GetaRoom
There is no GetaRoom COVID-19 cancellation policy published.
Hopper
If you would like to cancel your hotel reservation, please use the “Contact Support” option on your trip in the app and then select the “Cancel Booking” option. You may be asked to fill out a cancellation form that Hopper will send to you in a message.
For Hopper’s full policy regarding COVID-19, click here.
Hotels.com
If you booked a non-refundable rate on Hotels.com before March 19, 2020, for travel between March 20 and June 30, 2020, you should be receiving an email that will allow you to cancel without penalty.
You’ll receive a full refund in most instances; for some properties, you’ll receive a credit. Cancellations need to be at least 24 hours in advance.
If you booked a refundable rate, you can cancel online.
For Hotel.com’s full policy regarding COVID-19, click here.
Hotel Tonight
If you booked a room on or before March 14, 2020, with a check-in date between March 14 and June 30, 2020, you can cancel your booking without penalty.
Any existing booking made on or before March 14, 2020, with a check-in date after June 30, 2020, does not have an updated cancellation policy unless the guest has contracted COVID-19.
Any reservations made after March 14, 2020, will not have an updated cancellation policy. However, cancellations will be permitted in the following situations with documentation:
- The guest has contracted COVID-19 or is suspected of being infected
- The guest is complying with disease control restrictions implemented by government or health authorities
- The guest needs to perform medical or disease control duties related to COVID-19
- Flight or ground transportation cancellations by the airline or provider
For Hotel Tonight’s full policy regarding COVID-19, click here.
Hotwire
Hotwire’s cancellation policies and refunds follow the individual hotel’s policy.
To cancel a Hot Rate Hotel, use this form.
To cancel a standard reservation, use this form.
For Hotwire’s full policy regarding COVID-19, click here.
Orbitz
Updated Orbitz cancellation policies are in effect for travel through May 31, 2020. If your travel is more than 72 hours away, you can modify your reservation online.
For Orbitz’s full policy regarding COVID-19, click here.
Priceline
Priceline’s cancellation policies and refunds follow the individual hotel’s policy. If your travel is more than 72 hours away, you can cancel your reservation online in the My Trips section of the website.
For Priceline’s full policy regarding COVID-19, click here.
Roomlia
There is no Roomlia COVID-19 cancellation policy published.
Travelocity
If you booked a non-refundable rate on Travelocity before March 19, 2020, for travel between March 20, 2020, and May 31, 2020, you can cancel without penalty. You’ll receive a full refund in most instances; for some properties, you’ll receive a credit.
For Travelocity’s full policy regarding COVID-19, click here.
Hot Tip: For more information about these websites, check out our guide to the best websites to book hotels at the lowest prices.
Airbnb Cancellation Policies Due to COVID-19
Airbnb reservations made before March 14, 2020, with check-in dates by July 15, 2020, are covered under a new temporary policy.
These reservations can be canceled before check-in for a full refund. Hosts can also cancel without penalty. All service fees for these canceled reservations will be refunded by Airbnb.
Reservations made after March 14, 2020, or reservations made on or before March 14, 2020, with a check-in day after April 14, 2020, are subject to the host’s cancellation policy.
For Airbnb’s full policy regarding COVID-19, click here.
Final Thoughts
Having to cancel or change a vacation because of something that is out of your control is never fun. Thankfully, most hotels are offering flexible policies that allow you to modify your hotel reservation without penalty.
While the world is in a bit of chaos right now, just remember it won’t last forever. We will all, once again, be able to travel freely anywhere our hearts desire (and anywhere our points can take us)!
Hilton is not honoring its own policy.
Canopy by Hilton Reykjavik City Centre, this Hilton hotel is not reimbursing deposits during the pandemic, against parent company guidelines.
Hilton Canopy is not following Hilton Group guidelines issued on June 5, 2020, and refuses to reimburse deposits made in advance.
We asked for a refund many times to the Hilton Reykjavik and to Hilton, but they just won’t refund our money. Hilton said that they cannot make Hilton Reikjavic reimburse us, which is astonishing. Is it a Hilton hotel or not?
To not fulfill its own policy, that´s something we do not expect from a big brand like Hilton. Our reservation was made prior to March 12, through Booking.com, and Booking made full payment to Hilton. We still expect Hilton to do the right thing, and refund our money. A voucher is not an option, as informed to the company.