03 April 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||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|
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):
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.