Hotel groups with properties in mainland China, Hong Kong, Macau and Taiwan are waiving cancellation fees and offering more flexible rebooking policies amid concern over the spread of the coronavirus.
We will update this page as new details are announced.
Accor
According to Accor, Guests who booked a non-flexible rate with Accor prior to today and are scheduled to arrive prior to April 30, 2020, may modify their reservation for future travel through December 31, 2020 without penalty by contacting the hotel directly. Guests can refer to a list of hotels here.
The hotel group added that existing modification and cancellation waivers in place for specific regions due to government restrictions:
- Guests travelling to or from Mainland China; Hong Kong SAR; Macau SAR; Taiwan, China; and South Korea through March 31, 2020 will be able to modify or cancel a valid booking.
- Guests travelling to Italy through April 3, 2020 will be able to modify or cancel an existing reservation.
- Guests who booked and planned a stay between March 10th and April 22nd to UAE, Kuwait, Egypt, Bahrain, Qatar and Saudi Arabia (KSA), they can cancel or modify their stay until September 30th, 2020 without penalty.
For guests who booked through a travel agent, online booking platform or other third parties, the group advises these customers to contact their booking provider directly for assistance.
Accor’s loyalty programme Accor Live Limitless has announced that members based in the Greater China region will be given tier status and benefits extensions:
Coronavirus: Accor offers membership tier status and points extension to Greater China members
Four Seasons Hotels and Resorts
All Four Seasons hotels and resorts worldwide are implementing the following policies:
- For guests with existing individual reservations for any future arrival date, including pre-paid reservations, full changes or cancellations are permitted at no charge up to 24 hours prior to arrival, as long as the change or cancellation is made by April 30, 2020. Please note that changes to an existing reservation will be subject to availability and any rate differences.
- For guests making new individual reservations for any future arrival date, including pre-paid reservations with pre-paid deposits, between today and April 30, 2020, changes or cancellations are permitted at no charge up to 24 hours before your scheduled arrival date. Please note that changes to the reservation will be subject to availability and any rate differences.
Terms and conditions may apply. Please refer to more details here.
Hilton
Hilton has updated its cancellation policy:
- Existing Reservations: All individual reservations—even those described as “non-cancellable” (“Advanced Purchase”)—that are scheduled for arrival on or before June 30, 2020 can be changed or cancelled at no charge, up to 24 hours before the scheduled arrival day.
- New Reservations: Any individual reservations guests make—even those described as “non-cancellable” (“Advanced Purchase”)—that are booked between today and June 30, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before the scheduled arrival day.
Customers who need to adjust reservations made via the Hilton website, app or call center can contact the Hilton Guest Assistance team. Those who need to adjust reservations made through another travel site need to contact the booking platform for assistance.
The hotel group said it may take up to 30 days to complete the refund request due to the influx of cancellations.
Hyatt
Hyatt has adjusted its polices due to the Covid-19 pandemic:
- Existing reservations for upcoming travel through June 30, 2020: All existing reservations (booked April 1 or before) for arrivals through June 30, 2020 can be changed or cancelled at no charge up to 24 hours before the scheduled arrival. This includes Advance Purchase Rate reservations.
- New reservations for any future travel: With some very limited exceptions noted below, reservations booked between April 2, 2020 and June 30, 2020 – for any future arrival date – can be changed or cancelled at no charge up to 24 hours before the scheduled arrival. This includes Advance Purchase Rate reservations. The only exceptions are reservations booked after April 1, 2020 at Destination Residences and Special Events Rate reservations booked after April 1, 2020. The cancellation policies for a Special Event Rate will be noted in the rate’s Rate Rules section when booking.
Reservations can be changed or cancelled up to 24 hours before a scheduled arrival on hyatt.com or via the World of Hyatt app (subject to the exceptions noted above).
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.
More details can be found here.
Hyatt’s loyalty programme World of Hyatt has announced that members based in Asia-Pacific countries will be given tier status and benefits extensions:
Coronavirus: World of Hyatt offers tier status and benefit extensions
Intercontinental Hotels Group
The hotel group is now waiving cancellation fees for existing and new bookings at all IHG hotels globally for stays between March 9 and April 30, 2020.
For bookings made through a travel agent or online booking platform, the hotel group advises these customers to contact their respective booking platform directly. It added that it has advised these companies of its cancellation policy and customers should refer to their terms and conditions.
More details can be found here.
The hotel group has now extended the cancellation fee waiver policy to South Korea and Italy. According to the hotel group, guests travelling to or from South Korea and Italy between February 28 and March 31, will be able to change or cancel a valid booking reservation made via the hotel directly, ihg.com, the IHG app, or the IHG Central Reservations Centre, without financial penalty. Those who have made bookings via a travel agent or online booking platform are advised to contact their agent.
Coronavirus: Marriott and IHG extend cancellation fee waivers to South Korea and Italy
Marriott International
For all Marriott International hotels world-wide, the hotel group is implementing the following policies:
- For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, it will allow full changes or cancellation without a charge up to 24 hours prior to arrival, as long as the change or cancellation is made by June 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences.
- For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and June 30, 2020, it will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date. Please note that changes to the reservation will be subject to availability and any rate differences.
Terms and conditions may apply. More details can be found here.
The hotel group advises guests who booked via online travel agents or other third party travel professionals are advised to contact their booking provider for information on their policies. It added that this policy does not apply to travel associated with a group booking.
Marriott, IHG and Hilton are now offering membership tier and points status extensions for their members from mainland China, Hong Kong, Macau and Taiwan whose travel plans have been affected by the coronavirus (Covid-19) outbreak in the region:
Coronavirus: IHG, Hilton, Marriott offer membership and points extensions to Greater China members
Radisson Hotel Group
Radisson Hotel Group is extending its cancellation policy for the following reservations booked with a check-in date until 30 April, 2020: Guests who have made room reservations in any of Radisson Hotel Group’s hotels in China, South Korea, Japan, Iran and Northern Italy, and/or guests originating from China, South Korea, Japan, Iran and Northern Italy.
Cancellation is free of charge regardless of booking channel. Guests may contact hotels directly or visit this website for contact details.
Rosewood Hotels Group
The hotel group is waiving cancellation fees for individual hotel stays for guests with reservations at our hotels in Mainland China, Hong Kong SAR, and guests from Mainland China, Hong Kong SAR, traveling outbound to other Rosewood Hotels destinations globally until further notice.
Shangri-La Hotels and Resorts
In view of the current Covid-19 situation, for all guests travelling to any Shangri-La hotels globally before April 30, the hotel group said it will waive the cancellation charges, including on advance purchase reservations, regardless of booking channel. For further assistance, please contact the hotel group.
For reservations made for arrivals after May 1 this year, please refer to the group’s cancellation policy. If the booking was made through a third party platform, customers are advised to contact their booking provider for assistance.
Shangri-La Group is now extending tier status and benefits for members of its loyalty programme Golden Circle around the world in light of the recent Covid-19 outbreak.
Coronavirus: Shangri-La extends tier status and benefits to Golden Circle members worldwide
The Peninsula Hotels
Guests from mainland China, Hong Kong, Macau and Taiwan who have made reservations via official channels (including official website, global customer service centre and Peninsula’s official WeChat booking platform) for stays at any Peninsula hotel worldwide on or before April 30 can cancel or modify their bookings for free.
Meanwhile, guests who have made bookings for stays at the three Peninsula hotels in the Greater China region (Hong Kong, Shanghai and Beijing) in March and April 2020 can modify their bookings or postpone their stay within 12 months for free.
Wyndham Hotels and Resorts
The hotel group has updated its cancellation policies as follows:
- Guests traveling with new or existing direct bookings for stays in any of its hotels through April 30, 2020 will have their cancellation or change penalties waived if the request is received at least 24 hours (or less if permitted by the hotel’s policy) prior to arrival.
- Guests who are prohibited from traveling to their booked hotel under applicable law will have their cancellation or change penalties waived on direct bookings.
- For new or existing direct bookings with arrivals after April 30, all of its properties are required to accommodate non-cancellable rate reservation changes if the request is received at least 48 hours prior to arrival and the same number of room nights or more are booked for a future stay.
- It is pausing the expiration of any Wyndham Rewards points scheduled to expire between now and May 31, 2020 and have extended current Wyndham Rewards Member Levels (status) for all members in the Greater China and Southeast Asia Pacific Rim regions through the end of 2021.
The group advises guests to contact their respective agent or booking platform directly if they made bookings via a travel agent or online booking platform.
The hotel group added that it is now “committed to, and actively exploring”, additional steps that it can take to help all Wyndham Rewards members globally, which will include relaxed Member Level earning requirements, among other options. However, it added that it’s too soon to share specifics due to rapidly evolving circumstances. But it said it will do so “as soon as possible”.
