July 2nd 2020
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:
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 | March 17th – March 31st | March 17th (March 18th APAC) to March 18th (19th in APAC) |
Domestic Nicaragua | March 19th – March 31st | March 19th (March 20th APAC) or later |
April 01st – April 15th | March 23rd or later | |
April 16th – May 15th | April 01st (April 02nd APAC) or later | |
May 01st - May 15th | April 17th or later | |
May 16th - May 31st | April 28th or later | |
June 01st - June 15th | May 19th or later | |
Domestic Guatemala, Domestic Mexico and Domestic Cuba | March 19th – March 31st | March 19th (March 20th APAC) or later |
Domestic Mainland China | April 16th – May 15th | April 01st (April 02nd APAC) or later |
May 01st - May 15th | April 17th or later | |
May 16th - May 31st | April 28th or later | |
June 01st - June 15th | May 19th or later | |
Please note:
Confirmation of Country Closures
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):
Country | Arrival from | Arrival to | |
---|---|---|---|
Aruba | May-28 | Jun-15 | |
(Australia) Hamilton Island | Mar-22 | Jul-31 | |
Austria | Apr-16 | May-29 | |
(Brazil) Bonito | Apr-01 | Apr-15 | |
(Brazil) Buzios | Mar-23 | Jun-30 | |
(Brazil) Goias | Mar-23 | Apr-04 | |
(Brazil) Praia de Pipa | Mar-31 | Jun-30 | |
(Brazil) Santa Caterina | Apr-01 | Apr-07 | |
Bulgaria | Mar-20 | May-13 | |
Cuba | Apr-14 | Jul-31 | |
Curaçao | Jun-15 | Jul-15 | |
Cyprus | Mar-21 | Jun-08 | |
Czech Republic | Apr-01 | May-25 | |
France | Apr-20 | May-11 | |
Germany | Mar-25 | May-18 | |
(Germany)Baden- Würtemberg, Berlin, Brandenburg, Niedersachsen, Nordrhein-Westfalen, Rheinland-Pfalz, Saarland, Bayern, Bremen, Sachsen | May-19 | May-26 | |
Greece | Mar-23 | May-31 | |
India | Mar-25 | Jun-07 | |
Ireland | Apr-20 | Jun-28 | |
Italy (all bookings) | Mar-25 | May-03 | |
Italy (domestic bookings excluded!) | May-04 | May-18 | |
Malaysia | Mar-27 | May-27 | |
Malaysia (domestic bookings excluded) | May-28 | Aug-31 | |
Malta | Mar-27 | May-31 | |
Mauritius | Mar-27 | Apr-02 | |
(Mexico) Yucatán | Apr-06 | May-31 | |
(Mexico) Acapulco (Guerrero-Mexico) | Apr-15 | Jun-30 | |
(Mexico) Ciudad de México | Apr-15 | May-30 | |
(Mexico) Guadalajara (Bahía de Banderas, Nayarit, Jalisco, Colima-Mexico) | Apr-15 | May-17 | |
(Mexico) Guanajuato | Apr-15 | May-17 | |
(Mexico) Huatulco | Apr-15 | May-17 | |
(Mexico) Ixtapa (Guerrero-Mexico) | Apr-15 | Jun-30 | |
(Mexico) Los Cabos | Apr-15 | May-17 | |
(Mexico) Manzanillo (Bahía de Banderas, Nayarit, Jalisco, Colima-Mexico) | Apr-15 | May-17 | |
(Mexico) Mazatlán | Apr-15 | May-30 | |
(Mexico) Puerto Escondido | Apr-15 | May-17 | |
(Mexico) Puerto Vallarta (Bahía de Banderas, Nayarit, Jalisco, Colima-Mexico) | Apr-15 | Jun-01 | |
(Philippines) Rest of Luzon Island | Mar-31 | May-15 | |
(Philippines) Cebu | Mar-31 | May-31 | |
(Philippines) Metro Manila & Laguna Province | Mar-31 | May-31 | |
(Philippines) Aklan Province (including Boracay Isl) | Mar-31 | May-31 | |
Portugal (all bookings) | Mar-26 | May-02 | |
Portugal Mainland (domestic bookings excluded) | May-03 | May-15 | |
(Portugal) Madeira & Azores | May-03 | Jun-30 | |
Reunion Island | Mar-27 | Mar-31 | |
Scotland | Jul-04 | Jul-14 | |
Seychelles | Mar-27 | Apr-15 | |
Singapore | Apr-07 | Jul-31 | |
South Africa | Mar-26 | May-01 | |
Spain | Mar-26 | May-10 | |
Trinidad and Tobago | Jun-01 | Jul-15 | |
Thailand (domestic booking excluded) | Jun-01 | Jun-30 | |
(Thailand) Khao Lak, Krabi, Koh Lanta, Phi Phi Island, Pattaya and Kanchanaburi | Apr-06 | Jun-15 | |
(Thailand) Koh Samui | Apr-08 | Jun-15 | |
(Thailand) Phuket | Apr-04 | Jun-15 | |
(Thailand) Prachuap Khiri Khan (incl Hua Hin - Thailand) | Apr-08 | Apr-31 | |
United Kingdom | Mar-25 | Jul-04 | |
(United States) Florida Keys (Monroe County including Key West, Key Largo, Islamorada, Marathon) | Mar-22 | Jun-01 | |
(United States) Fort Lauderdale | Mar-23 | May-08 | |
(United States) Hawaii | Jun-02 | Jul-31 | |
(United States) Miami | Mar-23 | May-19 | |
(United States) Nevada | Mar-19 | May-15 | |
Wales | Jul-04 | Jul-12 | |
Zanzibar | Mar-21 | May-15 | |
Zimbabwe | Apr-01 | May-03 |
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 requests for refunds based on closures AND / OR the force majeure within 10 days, however refunds can take up to 30 days to process, due to external dependencies (increased volumes at banks and merchant suppliers).
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.