COVID-19—Important message for customers with upcoming bookings
- It’s great news that restrictions are starting to ease in some destinations and you’re able to travel again. We know there are still some places you’re unable to visit, but the situation is changing every day. That’s why we’re keeping a close eye on things to help you manage your stay.
- As everything starts to get back to normal, we will no longer email you COVID-19 updates if your booking is for a stay after July 1, 2020. If you’d like to change or cancel your booking, please go to “Your bookings” and select “View reservation”.
- For customers whose accommodation plans have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working to attend to your needs as well. We appreciate your patience.
- For customers who have booked a refundable rate, please visit our Customer Service Portal to change or cancel.
- For those looking to make a new booking, we strongly recommend choosing a rate that allows for free cancellation.
Refunds for hotel, car, or activity including when they’re part of a package, are processed within our normal timeframe, 24 hours from the cancellation request. Keep in mind, your bank or payment service determines when the funds become available in your account.Due to COVID-19, most flight refunds are issued within 12 weeks. Some refunds could take a bit longer, depending on the airline.
Refunds for hotel, car, or activity are processed within our normal timeframe, 24 hours from the cancellation request. Keep in mind, your bank or payment service determines when the funds become available in your account.