Hotels

Hotel groups adjust refund and hygiene policies for concerned travellers

Hotel groups around the world have responded to the impacts of coronavirus (COVID-19) with a swathe of measures to assist travellers.

Travel Weekly has put together a selection of what some of the world’s largest hotel groups are doing to ensure flexibility for leisure, business and loyalty member customers in these troubling times.

Here are a few to get you started:

Accor

Mercure Maldives Kooddoo Resort

Guests travelling to or from Mainland China, Hong Kong, Macau or Taiwan between now and 31 March 2020 will be able to change or cancel valid bookings with Accor.

Additionally, travellers who have booked directly with Accor through all.accor.com, the ALL app, global contact centre or directly with hotels can modify or cancel their reservations by visiting all.accor.com.

Simply click “My bookings” (only for those who have reserved a flexible rate) or contact Accor’s global reservations centre for assistance.

Accor’s loyalty program, Accor Live Limitless, has announced that members based in the Greater China region will be given tier status and benefits extensions.

Crown Resorts

Crown Towers Sydney

Following consultation with the Victorian Government, Crown Resorts has implemented a policy covering several social distancing measures at its Crown Melbourne and Crown Perth entertainment complexes.

These measures include restricting the number of patrons in individual food and beverage, banqueting and conference facilities to 450 persons with a prescribed maximum density.

Crown has also implemented other precautionary measures at Crown Melbourne and Crown Perth, including the provision of alcohol-based hand sanitiser and more frequent and strengthened cleaning measures.

Hilton

Hilton Hawaiian Village Waikiki Beach Resort

In response to the coronavirus, Hilton has taken additional measures developed in consultation with global and local public health authorities (including the WHO and CDC) to make its cleaning and hygiene protocols even more rigorous.

These include increased frequency of cleaning of public areas, increased deployment of antibacterial hand sanitizer, and ongoing briefings and enhanced operating protocols for hotel teams.

In regions affected by government-issued travel restrictions, Hilton will continue to waive change fees or offer full refunds.

All reservations that are scheduled for arrival before 30 April 2020 can be changed or cancelled at no charge up to 24 hours before scheduled arrival.

Any reservation made between now and 30 April 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before scheduled arrival.

In addition, Hilton has also paused the expiration of Hilton Honors Points scheduled to expire between now and 31 May 2020.

Further updates on the requirements for earning tier status for 2021 will be released at a later date.

Hyatt

Hyatt Brisbane

All existing Hyatt reservations made before 13 March 2020 for arrivals between 14 March and 30 April 2020 can be changed or cancelled at no charge up to 24 hours before scheduled arrival. This includes ‘Advance Purchase Rate’ reservations.

Guests holding fully prepaid reservations who have decided not to travel may still opt, at least 24 hours before their stay, to receive 10,000 World of Hyatt Bonus Points compensation in lieu of both their stay and the offer above (if eligible).

World of Hyatt points may be used toward future travel at any Hyatt’s more than 900 hotels across 17 brands globally.

InterContinental Hotels Group

Discover images
Hayman Island by InterContinental

InterContinental Hotels Group (IHG) is waiving cancellation fees for existing and new bookings at all hotels globally for stays between 9 March 2020 and 30 April 2020.

All IHG hotels are required to adhere to comprehensive health and safety procedures, including all local laws. In addition, the company provides its hotels with best practices and guidelines and has supplemented these resources with additional COVID-19 cleanliness specific guidance, training and information.

With more constrained travel plans and a shorter time period during which members can earn Elite tier status, IHG is reducing the Elite membership criteria required (nights or points) this year by 25 per cent or more.

Marriott International

JW Marriott Marco Island Beach Resort

For guests with existing individual reservations, including reservations with pre-paid rates that are typically more restrictive, Marriott will allow changes or cancellation without a charge up to 24 hours prior to arrival if the change or cancellation is made by 30 April 2020.

For guests making new individual reservations between today and 30 April 2020, Marriott will allow those reservations to be changed or cancelled at no charge up to 24 hours before a guest’s scheduled arrival date.

Marriott has also paused points expiration for its rewards program, Marriott Bonvoy, until 31 August 2020 to allow members ample time to redeem their points.

Specific steps Marriott is taking as a company on hygiene and cleaning protocols can be found on its website.

Featured image: Brisbane Marriott lobby

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