COVID-19: Travel Updates

03 April 2020

COVID-19 Force Majeure Policy and exceptions

Right now the world is living through an unprecedented moment and we are aware that the travel community has been hit hard.

In the best interests of the whole industry and travellers themselves, we have declared a global ‘force majeure’ (subject to regular revision or extension, depending on how the situation evolves) for:

Arrivals from 17th March 2020 (or 18 March 2020 for APAC, due to the time difference) until 30 April 2020 inclusive.

This policy will allow any traveler who wishes to do so the option to cancel their reservation – without facing a cancellation charge – for both refundable and non-refundable bookings with the following exceptions (for the time being):

Destinations excluded Arrival dates (inclusive) Date cancelled (inclusive)
Domestic North and Latin America 17 March – 31 March 17 March (18 March APAC) or later
Domestic Guatemala, Nicaragua, Mexico and Cuba 19 March – 31 March 19 March (20 March APAC) or later
Domestic, Nicaragua 01 April – 15 April 23 March or later
Domestic Nicaragua and Mainland China 16 April – 30 April 01 April (02 April APAC) or later
  • The ‘force majeure’ does not apply to bookings where the traveller has already arrived at the destination.
  • Domestic bookings for Guatemala, Cuba and Mexico cancelled before April 01st.

Please note:

  • ‘Domestic’ refers to bookings where the both the source country where the booking was made and the destination country are the same.
  • Bookings cancelled prior to 17th March where a local force majeure was already in place (such as Italy and Spain) will still be processed and fees waived.
  • However, bookings cancelled when the FM was not applicable will be subject to the approval of the supplier and will be processed in due time (please consider that currently there is a backlog, understandably).

In addition to the above force majeure, we would also like to notify that we have adapted our systems for those countries whose governments have taken action to force the closure of hotels.

In that sense, we are no longer showing availability at the affected hotels and will be proactively cancelling all accommodation and ancillary services (transfers, car rental, activities & theme parks) bookings.

For the moment this includes the following countries and periods (subject to revision and extension):

  • Australia:
    • Hamilton Island from March 22nd until April 30th
  • Brazil:
    • Buzios and Goias from March 25th until April 15th
    • Praia de Pipa from March 31st until April 30th
    • Santa Caterina from April 1st until April 7th
    • Bonito from April 1st until April 15th
  • Bulgaria: From March 20th until April 13th
  • Cyprus: From the 21st of March until April 30th
  • Germany: From March 25th until April 15th
  • Greece: From the 23rd of March until April 30th
  • India: From March 25th until April 13th
  • Italy: From March 25th until April 3rd
  • Malaysia: From March 27th until April 14th
  • Malta: From March 27th until April 15th
  • Mauritius: From March 27th until April 2nd
  • Philippines:
    • Cebu from March 17th until April 13th
    • Luzon Island (incl Metro Manila) from March 17th until April 13th
    • Aklan Province (incl Borocay Isl) from March 31st until April 14th
  • Portugal: From March 26th until April 15th
  • Reunion Island: From March 27th until March 31st
  • Seychelles: From March 27th until April 15th
  • South Africa: From March 26th until April 16th
  • Spain: From March 26th until April 11th
  • United Kingdom: From March 25th until April 13th
  • United States:
    • Florida Keys from March 22nd until April 5th
    • Fort Lauderdale from March 23rd until TBC
    • Miami from March 23rd to April 22nd
    • Nevada from March 19th to April 18th
  • Zanzibar: From the March 21st until April 21st
  • Zimbabwe: From April 1st until April 20th

How to modify or cancel bookings

We strongly recommend using the website to cancel and/or modify your bookings with us.

If possible, please avoid calling the customer relationship centre (CRC) as we will process refund requests due to travel restrictions or Force Majeure in the 10 days following the cancellation.

Remember: all cancelations must be made before the guest arrives – otherwise we cannot guarantee a refund.

How to contact our call centre for urgent inquiries

Please be aware that we are experiencing very high levels of calls in our operations centres. We have put in place additional staff and extra shifts to cope with the demand; nonetheless understandably it is taking longer than usual to attend to inquiries and we are a truly grateful for your patience.

If you need to contact the support centre, only do so for bookings with arrival in the next 72 hours. This allows us to prioritise our resources on the more urgent cases – something that is in everyone’s interest.

For bookings with arrival NOT in the next 72 hours: wherever possible we would like to ask you to hold back on contacting our call centres at the moment and use the website instead to modify or cancel your bookings.

This is a situation that none of us could ever have imagined or prepared for and understandably we appreciate the significant impact of these developments and your patience.

We value your partnership and would like to thank you for your understanding and support.

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