The company said “with some limited exceptions”, reservations booked July 1, 2020 and beyond – for any future arrival date through July 31, 2021 – can be cancelled at no charge up to 24 hours before the scheduled arrival. This includes Advance Purchase Rate reservations.
Existing reservations booked before July 1, 2020, for arrivals through July 31, 2021, can also be cancelled at no charge up to 24 hours before the scheduled arrival.
Hyatt says reservations made after April 1, 2020 at select Destination Residences 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”. A list of excluded properties can be found here.
Reservations can be changed or cancelled on Hyatt’s website or via the company’s app, World of Hyatt.
Hyatt said changes to existing reservations “will be subject to availability and any rate differences”.
It also said these policies apply to reservations made through Hyatt directly. Guests 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”. It added that these policies do not apply to convention and group business .
Guests with reservations at a Hyatt Residence Club property who did not book through Hyatt channels will need to contact Hyatt Residence Club.
The hospitality company recently introduced a new cleaning and safety programme to restore confidence in travel, called the Global Care and Cleanliness Commitment.
As part of the new measures, every Hyatt hotel will have “at least” one person on property trained as a Hygiene Manager who will be responsible for their hotel adhering to new operational guidance and protocols.
The company says it also plans to introduce the GBAC STAR accreditation system to all of its hotels worldwide, a performance-based cleaning, disinfection and infectious disease prevention program through the Global Biorisk Advisory Council (GBAC). The accreditation includes colleague training and regular internal and third-party auditing, according to Hyatt.
Hyatt says it is also working with medical and industry advisors to “help think beyond cleanliness”. It’s collaborating with medical experts affiliated with Georgetown University Medical Center, Johns Hopkins Department of Medicine and Johns Hopkins School of Public Health.
“As we listen closely to our guests and members, we know that flexibility is more important than ever right now,” said Mark Hoplamazian, president and chief executive officer, Hyatt.
“In addition to offering a reimagined hotel experience that is focused on safety and wellbeing, we want to help our guests and members book with confidence as they start planning travel again and cannot wait to welcome them back soon,” he added.