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The ongoing outbreak of the coronavirus (COVID-19) pandemic has changed daily life and put a halt to many travel plans. If you have a hotel stay that’s been affected by COVID-19, you may be wondering what your options are as far as modifying or changing your reservation.
We detail 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 is one. If there isn’t a specific cancellation method 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.
Currently, there are no special COVID-19 cancellation policies for stays in Europe and North America. The policy that was stated at the time of booking will apply.
For hotels outside of Europe and North America, guests with reservations for a stay on or before June 30, 2022, may change their reservations without a fee (subject to availability and applicable rates and conditions).
To cancel a hotel reservation, contact the hotel directly.
For more information about Accor’s response to COVID-19, click here.
Best Western does not currently have any enhanced cancellation policies due to COVID-19. Refer to your hotel’s specific policy for more information.
For more information about Best Western’s response to COVID-19, click here.
Choice Hotels does not currently have any enhanced cancellation policies due to COVID-19. Refer to your hotel’s specific policy for more information. You can modify a cancellable rate online.
For more information about Choice Hotel’s response to COVID-19, click here.
All Hilton hotels now offer free changes and cancellations to any reservation, with most locations honoring this policy until up to 24 hours before your stay.
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.
For more information about Hilton’s response to COVID-19, click here.
Hot Tip: Don’t forget to check your hotel’s elite status policy changes due to COVID-19.
Any reservations booked on or after July 1, 2020, are subject to the cancellation policy disclosed at the time of booking.
To cancel your reservation booked through Hyatt, use the website or mobile app.
For more information about Hyatt’s response to COVID-19, click here.
All reservations at IHG hotels can be changed without penalty and most can be canceled without a fee.
You can change or cancel your reservation that was booked directly with IHG online or by phone.
For more information about IHG’s response to COVID-19, click here.
Currently, there are no special cancellation policies due to COVID-19 — the hotel’s individual cancellation policy at the time of booking will apply.
For more information about Marriott’s response to COVID-19, click here.
The cancellation policy at the time of booking applies to your reservation with the exception of the following:
For Radisson’s full policy regarding COVID-19, click here for Radisson Hotels Americas and Radisson Hotels.
The hotel’s individual cancellation policy stated at the time of booking will apply.
For Wyndham’s full policy regarding COVID-19, click here.
Hot Tip: The policies above apply for direct bookings with the hotel chain or property. 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.
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.
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.
Bookings made through American Express Travel are subject to each hotel’s individual cancellation policy.
For Amex Travel’s full policy regarding COVID-19, click here.
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.
The procedures to change or cancel your travel booked with Capital One Travel may vary based on if you booked before or after August 26, 2021. You can find the cancellation policies in your confirmation email or call 844-422-6922 for more information.
For Capital One Travel’s full policy regarding COVID-19, click here.
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.
For Chase Travel’s full policy regarding COVID-19, click here.
Citi’s travel portal is powered by cxLoyalty and most hotel bookings are refundable until 72 hours before check-in.
Log in to your Citi ThankYou Rewards account and check the My Trips section to make changes online.
For cxLoyalty’s full policy regarding COVID-19, click here.
Expedia does not have an enhanced cancellation policy due to COVID-19. Each individual hotel’s policy will apply.
For Expedia’s full policy regarding COVID-19, click here.
There is no GetaRoom COVID-19 cancellation policy published.
Hot Tip: Does travel insurance cover coronavirus-related claims? Check out our guide to travel insurance and COVID-19 for assistance.
Hopper does not have an extended cancellation policy due to COVID-19. 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.
If you booked a hotel on Hotels.com, the individual hotel location’s policy will apply. If you need to change or cancel a reservation, you can do so online in your account or via the chat feature.
For Hotel.com’s full policy regarding COVID-19, click here.
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:
You can cancel or change your HotelTonight reservation online or by calling 877-522-3344.
For HotelTonight’s full policy regarding COVID-19, click here.
Hotwire‘s cancellation policies and refunds follow the individual hotel’s policy. Hot Rate hotels are non-refundable.
For Hotwire’s full policy regarding COVID-19, click here.
Orbitz is not offering any special cancellation or change policy in response to COVID-19.
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.
Travelocity‘s cancellation policies and refunds follow the individual hotel’s policy. To change cancel a refundable rate, visit the customer service portal.
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 reservations made after March 14, 2020, are subject to the host’s cancellation policy, however, some circumstances related to COVID-19 are covered under the Extenuating Circumstances Policy. This policy’s coverage for if a member of your party gets sick with COVID-19 ends on May 31, 2022.
In addition, the new Airbnb Guest COVID Support Program will cover guests who can’t travel due to government mandates like border closures or extended quarantine requirements that weren’t in place at the time of booking. This new program applies to reservations with a check-in date on or after December 1, 2021. Under this policy, qualified guests who can’t obtain refunds through their Airbnb Host will receive a travel coupon worth 50% of the unrefunded portion of their reservation.
Airbnb will also be introducing a new guest insurance plan in the Spring of 2022.
For Airbnb’s full policy regarding COVID-19, click here.
Having to cancel or change a vacation because of something that is out of your control is never fun. Thankfully, many hotels are offering flexible policies that allow you to modify your hotel reservation without penalty.
While the world is still dealing with the ongoing pandemic, just remember it won’t last forever. We will all, once again, be able to travel freely anywhere our heart desires (and anywhere our points can take us)!
If you booked directly with the hotel, you’ll want to contact it directly to cancel or modify your reservation. If you booked with a third party, you’ll need to contact the booking provider. Regardless, most hotels and online travel agencies are requesting that you fill out their online form or contact them via email in lieu of calling unless your reservation is within 72 hours.
You may be wondering about purchasing travel insurance for any upcoming trips. Check out some of our great guides to help you out.
Most online travel agencies will default to the individual hotel’s cancellation and change policy, so you’ll want to check that first. If you do need to change or cancel your reservation, you’ll have to do so through the agency you booked with.
Mask policies can vary by region and brand, so you’ll need to check with your individual hotel for its policy.
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Katie has been in the points and miles game since 2015 and started her own blog in 2016. She’s been freelance writing since then and her work has been featured in publications like Travel + Leisure and Forbes Advisor.
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5 comments
BRUNO
June 15, 2020
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.
Fred Broome
March 13, 2021
I second what Bruno said! The same thing happened to me at Hampton Inn Titusville and reading their reviews it looks like I am not the only one. They have charged a penalty for every cancellation, regardless of the reason and ours was health-related. I spoke a number of times with Hilton customer service and all they said is that they are sorry, but nothing can be done and the charges will not be reimbursed. As a Hilton Honors gold member and loyal customer for a decade, I am extremely surprised why during a global pandemic they penalize their customers and would not reimburse them for a stay that never happened!
In a time when people are concerned for their health, Hilton properties seem to not care about the health of their customers and staff. That is why the travel industry will keep struggling!
Kerstin
May 25, 2021
Same here with the Hilton Rome Garden Inn Airport. I have never seen a more terrible “customer service” except in one case!
Diane
July 18, 2022
I agree they are awful 3 times they said hold on and then hung up when they couldn’t or wouldn’t handle the refund
Diane
July 18, 2022
I will never stay at a Hilton or a hotel owned by them
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