Can I cancel my hotel booking for a refund? Will they extend my status – what the major hotel chains are offering

As a follow on from our recent update on airline policies regarding changes, cancellations and loyalty programs due to the Covid-19 pandemic, here is a rundown on a few major hotel chains and how they are taking care of their customers and members during these ‘unprecedented times’. 

Accor

Rebooking/Cancellation and Vouchers:

For bookings made prior to 30^th June, for stays up to 31^st December 2020, Accor will allow visitors to modify the date of their stay or cancel the reservation with no penalty. Those who choose to cancel will receive a credit voucher for the original amount of the booking, to be used at the same property with an expiry of 18 months.

If the hotel booked was/is closed for the dates of your stay, reservations can be cancelled and will be fully refunded.

To rebook, you can contact the hotel directly, or call them on 800 026 38 08 (UK number).

For further information, check out their website here.

Status Extensions and Points Expiry

The Accor ‘ALL’ rewards program is allowing members to extend the status they achieved in 2019 right through to December 2021.

The expiration of any ‘ALL’ Rewards points will be paused until December 15^th 2020.

They are also rolling over any status nights or points that were earnt between July 1^st and December 31^st 2020, as an incentive for customers to book over the next few months. This will jump start elite qualifications on January 1^st 2021, allowing members to earn elite status much quicker in 2022.

Any All Suite Night Upgrades benefits earned by Platinum or Diamond members which have not yet been used by the 31^st December will be extended for a further 12 months.

IHG

Rebooking/Cancellation and Vouchers:

IHG have different policies depending on when you booked:

For bookings made from 6^th April and up to (and inclusive of) 30^th September 2020

Any guests who have made direct bookings with IHG, including non-refundable or pre-paid rates, can change those bookings without charge. However, changes may result in a different rate, the difference of which will need to be covered by the traveller.

Cancellations can be made up to 24 hours prior to arrival. Any pre-paid deposits or advance payments will be refunded at fast as possible.

For bookings made prior to 6^th April 2020

Any bookings, including non-refundable or pre-paid bookings for any future arrivals can be cancelled or changed with no penalty (though rebooking at a different/higher rate must be covered by the traveller) up until 30^th September 2020.

From 1^st October, any arrivals will be subject to the terms and conditions of the rate booked. Some rates have flexibility built in, including cancellation.

Status Extensions and Points Expiry

IHG will be extending all members of the IHG Rewards programs status through to January 2022, meaning members will maintain the benefits and status they earned during 2019.

This also extends to ‘Choice’ benefits for Spire Elite members (25,000 bonus points or the gifting of Platinum Elite status to someone each year).

They have also reduced the criteria required to qualify for tiers by 25% or more, including both the nights stayed and points earned. This means members will be able to qualify for a higher tier during 2020.

Points never expire for all members with Elite status. Points expiry for other Club members has been paused until 31^st December 2020.

These changes will automatically be reflected in member accounts.

The InterContinental Ambassador membership has been extended to six months, beyond the original three month extension offered earlier in the year. This extension also includes any un-redeemed Complimentary Weekend Nights, meaning members have an extra six months to redeem these certificates.

Any anniversary certificates set to expire in 2020 will also be extended. Any certificates set to expire from March 1^st 2020 can now be used through to December 31^st 2020. Any certificates issued in 2020 will have an 18 month expiry date.

Extensions on points or benefits are not available to anyone who enrolled in the program or renewed their membership after March 15^th 2020.

Details of all the Covid-19 policy changes can be found here. 

Hilton

Rebooking/Cancellation and Vouchers:

Any reservations for a Hilton hotel made prior to 12^th March 2020, for stays up until September 30^th 2020, can be changed or cancelled without penalty as long as any changes or cancellations are made prior to 24 hours before arrival. This includes any reservations that are ‘non-refundable/cancellable’ or any Advance Purchase rates.

Any reservations booked between March 12^th and September 30^th 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours prior to arrival.

If an advance purchase rate or rate that required a deposit is cancelled, a refund will be organised as soon as possible.

Travellers who wish to cancel at certain hotels can also opt for a hotel voucher, which can be used for a future stay at that safe hotel.

Status Extensions and Points Expiry

Any members of the Hilton Honors program whose 2019 status was scheduled to be downgraded on 31^st March, regardless of tier, will automatically receive a status extension through to March 31^st 2021.

All 2020 status will be extended through until March 31^st 2022. All benefits you currently have related to your tier level can be used for the next 24 months.

All points scheduled to expire between now and December 31^st 2020 have been paused.

Any ‘nights’ earned from stays between 1^st January 2020 through 31^st December 2020 will be rolled over into the 2021 calendar year, and will count towards your 2021-2023 status.

Also, all ‘weekend night rewards’ earned on Hilton credit cards that did not expire prior to 11^th March 2020, as well as any new ones earned up to 30^th August 2020, will be extended through to 31^st August 2021.

All updates will be reflected in members accounts before the end of the year. For more information, you can check out their dedicated Covid-19 updates page here. 

Marriot

Rebooking/Cancellation and Vouchers:

Any travellers that have an existing reservation (booked prior to 6^th July 2020) for any future arrival date at a Marriot hotel will have to abide by the policies that were in place at the time of booking. Some travellers may have received previous direct communication regarding their bookings.

Any guests that make (or have made) new reservations on or before 6^th July 2020, for arrival through until 30^th September 2020, changes or cancellation can be made with no penalty up to 24 hours prior to arrival.

Any reservations with pre-paid or advance rates will be subject to the original rate rules which were communicated at the time of the reservation.

Any changes are subject to availability and visitors will need to cover any rate differences.

Guests making new reservations for arrivals beyond October 1^st 2020 will be subject to the individual rate or hotel cancellation policies in place at the time of reservation.

Status Extensions and Points Expiry

The status level earned by Marriot Bonvoy members in 2019 will be extended through to February 2022. The expiration of any points will also be paused until February 2021. Beyond that date, points will only expire if the account has been inactive for a minimum of 24 months.

Any members who currently have an active Free Night Award due to expire in 2020 will have the expiration extended through to January 31^st, 2021. The free night must be used prior to this date.

Suite Night award expiration has also been extended for a further year from December 31^st, 2020 until December 31^st 2021.

You can check out all the fine print on their website here. 

Hopefully, this gives you a better idea of all the major hotel chain policies in the wake of the Covid-19 pandemic, and how it may affect your membership points and status. It may be a great time to take advantage of all the status and tier extensions and catapult yourself up to that next tier level.