As all domestic and international flights from the Philippines have been cancelled until April 14, many of us need to make changes to our hotel bookings domestically or internationally. From travel OTAs like Agoda and Booking.com to hotel chains such as InterContinental Hotels Group, here’s all you need to know about hotels change and cancellation policies.

We recommend all travellers to review guidance from the World Health Organization and to follow any travel advisories issued by their home countries. 

All information in this article is accurate at the time of writing and subject to change without prior notice. ShopBack Users should also check the relevant merchant pages for Terms and Conditions on Cashback earnings in the event any cancellation is made.


1. Agoda Hotels

If you wish to check if your booking is eligible for free cancellation or to make changes to your booking, please refer below.

How to cancel Agoda bookings:

Using the Agoda app:

  • Log in to your account
  • Click on the Bookings icon at the bottom
  • Select the booking that you would like to cancel
  • Check the Booking Conditions section

Using the Agoda website:

  • Log in to your account
  • Select My Booking
  • Select Edit Booking on the booking you would like to cancel
  • Check the Booking Conditions section

Guests with bookings eligible for free cancellation will see the message:

“This booking may be affected by a current emergency or developing situation. Due to these exceptional circumstances, Agoda will waive all fees on cancellation for your affected booking.”

Thereafter, guests can self-service their cancellation without contacting Agoda’s customer service.

However, Agoda recommends checking back nearer to your check-in dates if your stipulated travel dates are more than 2 weeks away due to the changing situation.

Agoda Customer Service

  • International hotline: +44 (0)20 3027 7900 (international charges will apply)
  • Contact Agoda Here

Agoda’s official statement: Here.

 

2. Booking.com

For Booking.com, Forced Circumstances (FC) (last updated on 18 March 2020) has been declared. For the full list of affected reservations in the different countries, you may refer to the Booking.com FC Conditions here.

How to cancel Booking.com bookings:

  • Find the confirmation email you received when you booked your accommodation.
  • In the confirmation email, find the button Cancel your booking and click on it.
  • You will be redirected to a page with your booking details.
  • At the bottom of that page, find a red button labelled Cancel Booking.
  • Click on it to cancel your reservation.

Terms and Conditions may still apply, hence it is better to double-check with your hotel or accommodation host for accurate information.

Booking.com official statement: Here.

 

3. Expedia.com.ph

The Expedia official website has offered guidelines on cancellations pertaining to COVID-19. Travellers not travelling within the next two weeks are advised to wait before contacting Expedia. This is to ensure that the Expedia provides the latest information available for your travel.

How to change Expedia bookings:

  1. Log in to the Expedia App/Website
  2. Go to My Itineraries
  3. Choose Change Reservation under Manage Booking
  4. Select Edit for the changes you wish to make
  5. If the Change Reservation link sent you to this article, cancel your reservation and book it again.

How to cancel Expedia bookings:

  1. Log in to the Expedia App/Website
  2. Go to My Itineraries
  3. Open the Itinerary you want to change
  4. Click Cancel Room
  5. Review the refund and fee details before finalizing the cancellation

Refunds may take up to 30 days due to the high volume of travel disruption during this period.

Expedia Customer Service

  • International hotline: +63 2 231 2411

Expedia Official Website: Here.

 

4. Trip.com

Trip.com’s Safeguard Cancellation Guarantee offers cancellation waivers to customers affected by the COVID-19 outbreak. The Guarantee is extended to all customers directly or unavoidably affected. The Guarantee is valid for:

  • Bookings made before 11.59PM, 23 February 2020
  • For use before 11.59PM, 31 March 2020

Eligibility:

  • Customers who are diagnosed with COVID-19 and hence unable to travel will also be eligible for a guaranteed full refund of their bookings.
  • Healthcare workers who are cancelling their trips to dedicate efforts to fighting the virus.
  • Schedule travel is impeded by published travel restrictions or mandatory 14-day quarantine requirement.
  • All hotel bookings for hotels that have joined Trip.com’s Safeguard Cancellation Guarantee. Trip.com will help to coordinate communication between customers and hotels not covered by the Guarantee to help customers secure a refund.
  • Air ticketing cancellation policies will be continually policies and synchronized with airlines.

How to cancel Trip.com bookings:

Trip.com App (Recommended)

  1. Log in to the Trip.com app
  2. Select My Account
  3. My Booking
  4. Select the Cancel button next to the booking that you would like to cancel.

Trip.com Customer Service

  • Within Malaysia: +60 3 9212 8212 (available 24/7)
  • Global Access Number: +86 21 2250 0702 (international charges will apply, available 24/7)

Trip.com COVID-19 Country/Region Entry Restrictions: Here.

Trip.com Official Statement: Here.

 

5. Airbnb

If your trip is covered by Airbnb’s extenuating circumstances policy, you will be able to cancel your home reservation or Airbnb Experience without charge.

Reservations covered Airbnb’s Extenuating Circumstances Policy:

  • Stays and Airbnb Experiences made on or before 14 March 2020
    • For check-in dates between 14 March 2020 and 14 April 2020 – Guests who cancel will receive a full refund
    • For check-in dates after 14 April 2020 are not covered under Airbnb’s Extenuating Circumstances Policy unless guest or host has contracted Covid-19. Normal host’s cancellation policy will apply as usual.
  • Stays and Airbnb Experiences made after 14 March 2020
    • Not covered under Airbnb’s Extenuating Circumstances Policy unless guest or host has contracted Covid-19. Normal host’s cancellation policy will apply as usual.

How to cancel your Airbnb booking:

Reservations covered under the Extenuating Circumstances Policy will be indicated as such on the reservation details page which you can find under Trips.

  • Go to Trips and find the trip you want to cancel
  • Click Show details
  • Click Change or cancel
  • In the page that you are redirected to, click the Next button under Cancel Reservation to start the cancellation process.
  • A full refund of your reservation and service fees will be refunded.

If your refund is successful, there is minimal need to contact Airbnb in this case. But do note that refunds usually take 10 days to reach you and might take longer in light of the current situation.

Airbnb Help Centre: Here

Airbnb’s Official Statement: Here.

 

6. IHG

IHG will be waiving all cancellation fees for existing and new bookings at all IHG hotels globally for stays between 9 March 2020 and 30 April 2020, in addition to the existing cancellation policy measures as below.

For bookings beyond 30 April 2020, IHG’s Best Flexible Rate will allow guests to change or cancel their reservations before arrival (subject to hotel’s time frame). Best Flexible Rate may see different pricing terms but there is no fee for making changes. Manage your stay for bookings after 30 April 2020.

IHG Travel Advisory Policy: Here.

 

7. Accor Live Limitless (ALL)

Guests travelling to OR from Mainland China, Hong Kong SAR China, Macau SAR China or Taiwan, China through 31 March 2020 will be able to change or cancel a valid booking.

Guests travelling to Italy through 3 April 2020 will be able to change or cancel a valid booking.

Guests travelling from Italy who have booked travel prior to 9 March 2020 for stays through 3 April 2020 may postpone their travel through 31 December 2020.

How to change/cancel ALL bookings:

For guests who have booked directly* AND:

  • Reserved a flexible rate, can modify or cancel their reservations by
    1. Visit all.accor.com
    2. Click My Bookings
    3. Contact the ALL Global Reservations Center (list of phone numbers below)
  • Reserved a non-flexible rate, can modify or cancel their reservations by
    1. Contact the ALL Global Reservations Center (list of phone numbers below)

Phone Contact List for ALL Global Reservations Center here.

*Via all.accor.com, the ALL app, Global Contact Center or Directly with one of ALL’s hotels.

ALL advise guests who have booked through a travel agent, online booking platforms or other third parties to contact the booking provider directly for assistance.

Accor Live Limitless Official Statement: Here.


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