Corona Virus - Reservation Cancellation and Refund

How is your hotel impacted due to the Covid 19 (Corona Virus)? We are getting a lot of cancellations and refund request from all over.

For OTA bookings with a deposit paid ie Pay at hotel, OTA is asking to refund the deposit amount as the ‘Foreclosure measure’ policy is applicable.

For All Prepaid bookings like Agoda, Airbnb, Expedia they are providing refund at their end and free cancellation based on ‘Foreclosure Measure’.

In our property, it’s having a major impact as there are no customers on top of this the old deposit needs to be refunded as well.

Are you giving a full refund for the guests?

Below is some notification or communication we got from OTA’s

From Booking .com
Dear Partner,

To protect the health of our partners and guests, we’re closely monitoring the coronavirus outbreak. You can find all the info details of our Force Majeure conditions and if they apply to you in our Partner Help Center.

Even if you previously received info about the coronavirus from us by email, from now on we’ll only be sharing updates via the Partner Help Center to keep up with this rapidly changing situation.

In general, we ask you to be lenient with guests who change or cancel their reservations due to coronavirus travel restrictions. For questions about cancellations or anything else, you can reach us 24/7 through the Extranet inbox.

booking .com

From Airbnb

We know you may have questions about the coronavirus and what it means for you as an Airbnb host. Whether you or your loved ones have been personally affected, or if your hosting income is being impacted, we understand this could be a difficult time.

We want to help our community stay safe and well-informed. That’s why we’ve activated our [ **extenuating circumstances policy** ] in mainland China, South Korea, and certain locations in Italy.

**What does this policy mean for hosts?**

Eligible reservations can be canceled without charges, including:

* Hosts who are hosting in—or welcoming guests from—severely impacted areas
* Guests who are traveling to or from severely impacted areas
* Anyone who can’t complete their trip due to travel restrictions

**What happens after a reservation like this is canceled?**

* The guest will receive a full refund (including any fees)
* Hosts won’t incur any cancellation fees
* Hosts can accept new reservations for those dates
* Superhost status will not be affected
From Agoda:

Dear Valued Partner,

Coronavirus (2019-nCoV) Update #3
   The safeguarding of customers and partners is of paramount importance to Agoda. We have been closely monitoring the Coronavirus updates and latest official travel advice to assess the impact on our customers, and partners. At present travel from, within affected regions has been severely impacted and prohibited in certain regions. In line with industry practices and policies, and applicable terms of service, Agoda is waiving cancellation restrictions for affected customers.
To protect our customers and partners we have extended cancellation waivers to apply to:

    check-ins up till 31 March 2020 with destinations or origins from China Mainland.

We will continue to monitor the situation closely and update you as we know more. You can find the latest updates on this situation here.

If a customer contacts your property directly requesting to cancel, please advise them to contact Agoda’s Customer Experience agents via the contact details on their booking voucher or My Bookings on the Agoda website.

Thank you for your continued support and understanding,
Agoda Partner Services

Below notification from another Indian OTA - Make My Trip

Dear fellow travellers,

We want to reach out to you personally in these uncertain times, as the situation around coronavirus outbreak continues to evolve. At this point, our priority is to make it as easy and safe as possible for you to manage changes to your travel plans.

We would like to assure you that we are taking all possible measures to help serve our customers during these unprecedented circumstances. Our support teams are working 24x7 and are constantly monitoring updates from the government and public health authorities to be able to serve you in the best way possible. We are closely working with all our airline and hotel partners on lenient customer policies for date change, cancellations and waivers in the face of evolving travel trends and are seamlessly passing the waiver benefits to our customers, as applicable.

Due to unusually high volume of inquiries, some of you may have experienced delay in reaching out to us for assistance. To serve our customers better, we have boosted staff capacity across our support channels to deal with the surge in customer query volumes.

Besides the 24x7 call centres, here are some additional ways in which you can reach us:
• You can send us a support request through this form and our customer support team would take action as per immediacy of travel and cancellation policies.
• We urge you to use the self-serve option available online on our app and website to make cancellation/refund/date change request. This can be done by going to Trips section on the home screen where you can choose upcoming travel and make service requests.
• We have also set up a detailed self-help page that will serve as a ready reckoner for you to look at all the updates on airline policies on refunds, cancellations and amendments for domestic as well as international flights here. You will also find other related information on this page.

We would like to once again assure you that our teams are working tirelessly and are fully committed to help you during this period of uncertainty. We want to thank you in advance for putting your trust in MakeMyTrip, whether you are traveling now or as you plan for future travels with us.

Yours sincerely,

Make my Trip