Tuesday,  March 31, 2020  8:51 am

21 coronavirus cancellation policies for 21 hotel brands in sun destinations

  • Hotels
  •   03-20-2020  5:30 pm
  •   Pax Global Media
21 coronavirus cancellation policies for 21 hotel brands in sun destinations
Pax Global Media

The spread of COVID-19 continues to have a serious impact on the travel industry.

As governments move to restrict their borders to slow the spread of the virus, air and cruise companies everywhere have had to update their travel policies accordingly.

The hotel industry is no exception, with many brands adapting flexible options for travellers who need to cancel or postpone their trips.

It’s a lot to keep track of, so PAX has made it easier for you by compiling a round-up of the latest cancellation policies offered by hotel brands that operate in sun destinations.

By no means is this list complete. Cancellation policies are being updated regularly as the COVID-19 situation continues to change. 

As a good rule of thumb, always cross-reference information with your suppliers and BDMs to ensure that you have the latest details.


AMResorts (Zoetry, Secrets, Breathless, Dreams, Now, Reflect, Sunscape, Alua)

Due to emitting country travel border restrictions, AMResorts will be implementing the following resort closures. Stop sales have already been implemented. 


In addition, the decision has been made to open Dreams® Vista Cancun Resort & Spa on May 15th, 2020 instead of on April 1st, 2020. This notification does not impact Dreams Sands Cancun or Reflect® Cancun at this time. 

Enhanced retention programs are now available with book by date of May 15th, 2020. 

“Move the Date, Keep the Rate” Program, plus a free night:" 

Guests may change the date of their current booking to a future travel date, up to a year from the original travel date, with no additional fee or cancellation penalty. In addition, when rebooking for a future travel date, AMResorts will extend one additional night complimentary to all vacationers.

Complimentary night is one additional night beyond the original booking duration. To take advantage of this offer, guests should book the rate code “KEEP” in their original channel of booking. Please select the rate keep that corresponds to the length of stay of the booking; for example “KEEP5” for a five-night length of stay on the new reservation, which would have been a previous four-night length of stay.

Guests also have the option to change to another AMResorts property within the same brand in a different destination with no additional fee or cancellation penalty; the additional free night also applies in these cases. If the rate is lower on the new travel date, the client will be refunded the rate differential.

If the client wishes to change brands, they would be responsible for any price increases.For guests unable to arrive to an AMResorts-branded property due to current travel restrictions, a “Move the Date, Keep the Rate” is available. 

The "Move the Date, Keep the Rate plus a Free Night” also applies to groups. Contact your AMResorts BDM for complete details. 

For more info, click here


Bahia Principe Hotels & Resorts 

For bookings made before March 5th or travel up to April 30th, 2020, (last check-in date) no fees will apply for changes or cancellations made.

For "no shows," the hotel will continue to charge penalty as per contract. A no show considers any reservation that is not cancelled before midnight (12:00 a.m.) of the day of arrival.

There’s also a flexible change policy already in place: 

For bookings made between March 13th and 31st, 2020, (included) for travel up to Oct. 31st, 2020, (last check in date) no fees will apply for changes or cancelations.

For no shows, a penalty will be charged as per contract. (A no show is considered any reservation that is not cancelled before midnight (12:00 a.m.) of the day of arrival.)

Bahia Principe is also not permitting stays at the following hotels:

In Mexico, Riviera Maya

Bahia Principe Grand Coba - until April 30th

Bahia Principe Luxury Akumal - until April 30th

Bahia Principe Luxury Sian Ka'an - until May 31st

Bahia Principe Grand Tulum - until October 31st (due to renovation works at the Hotel)

Guests staying at the above hotels will be transferred to the following hotels:

From Bahia Principe Grand Tulum to Hotel Bahia Principe Luxury Akumal

From Bahia Principe Luxury Sian Ka’an to the Bahia Principe Luxury Akumal hotel.

In Dominican Republic

At Bahia Principe La Romana Resort

Bahia Principe Luxury Bouganville - until April 30th

Bahia Principe Grand La Romana - until April 30th

All arrivals from March 18th at the above hotels will be transferred to our Bahia Principe Bavaro Resort complex, Bahia Principe Luxury Ambar and Bahia Principe Fantasia Punta Cana.

At Bahia Principe Bavaro Resort

Bahia Principe Grand Aquamarine - until May 31st 

Bahia Principe Grand Bavaro - until May 31st

Bahia Principe Luxury Esmeralda - until May 31st

Bahia Principe Grand Punta Cana - until April 30th

Bahia Principe Luxury Ambar - until April 30th

Bahia Principe Fantasia Punta Cana - until April 30th

Guests staying at Bahia Principe Bavaro Resort will be accommodated in the Bahia Principe Luxury Ambar and Bahia Principe Fantasia Punta Cana.

In the Samana area:

Bahia Principe Luxury Samana - until October 31st

Bahia Principe Grand Cayacoa - until October 31st

Bahia Principe Grand El Portillo - until April 30th

Bahia Principe Luxury Cayo Levantado - until April 30

Guests staying at the Samana area will be accommodated at the Bahia Principe Luxury Cayo Levantado hotel.

For more info, click here


Barcelo Hotel Group 

Changes are flexible for bookings with arrival dates up to May 31st, 2020. Guests can change their booking date so that they can stay within the 12 months following the check-in date.

For more info, click here.   


Blue Diamond Resorts (CHIC by Royalton, Grand Lido Negril Resort, Hideaway at Royalton, Memories Resorts & Spa, Mystique Resorts, Planet Hollywood Hotels & Resorts, Royalton Luxury Resorts, Starfish Resorts)

Blue Diamond has temporarily closed its hotels throughout Mexico, Central America and the Caribbean. 

For a complete list of all properties and their scheduled closing dates, click here

Current flexible booking policies remain in place at this time. Guests travelling to any Blue Diamond Resorts properties and who booked directly can reschedule their trip with no penalty if communicated 48 hours before the original check-in.

Different rate conditions might be applied according to the new travel period selected. Also, the flexible cancelation policy allows guests unable to travel to the destination to cancel their existing reservation with no penalties 48 hours before check-in.

Existing reservations that were made by travel agents through tour operators will require the travel agency to contact the applicable tour operator to determine the exact conditions of each booking. Blue Diamond is working with its tour operator partners to maintain maximum flexibility.


Body Holiday and Rendezvous Resorts (St. Lucia)

As of March 17th,  as per measures introduced by the Government of Saint Lucia, persons with a travel history within the last 14 days to a number of destinations, including the United Kingdom, will be restricted. 

In order to support the preventative measures being implemented, and due to the decrease of guests able to arrive to Saint Lucia, both BodyHoliday and Rendezvous resorts will close from Friday 20th March 2020 for all guests until 31st May 2020. It is planned to reopen to guests from 1st June 2020.

Should any guests not be able to travel due to having visited any of the restricted destinations (whether in transit or origination) as specified by Saint Lucia Department of Health and Wellness in the preceding 14 days to travel, and therefore would be subject the Saint Lucia government quarantine requirement, BodyHoliday and Rendezvous will grant a waiver of the standard cancellation charge and issue a credit to rebook within 12 months of original travel dates.

The rebooked dates will be granted subject to availability and must be the same duration and room category as the travel originally booked. Should travel not be possible within this period, then a full refund of charges will be granted.

Any cancellation request received that does not meet the above criteria will still incur the applicable cancellation terms as booked. Any exception requests will be reviewed and considered solely on a case by case basis.

For more info, click here


Club Med

Club Med Punta Cana or Club Med Michès Playa Esmeralda

Following the Dominican Republic’s decision to close their borders entirely to slow the spread of the COVID-19/Coronavirus, Club Med Punta Cana and Club Med Michès Playa Esmeralda are temporarily suspending operations from March 19th to May 1st, 2020.

Existing reservations at Club Med Punta Cana or Club Med Michès Playa Esmeralda have been cancelled and guests will receive:

- a Future Travel Credit for 100 per cent of the land costs, valid for travel through April 30, 2021 to travel again with us in the resort of your choice.

- a credit for 100 per cent of flights booked through Club Med, applicable on the same airline and non-transferable (revised travel dates will depend on respective airline policies).

Club Med Sandpiper Bay, Florida 

In light of the latest travel restrictions between the U.S. and Canadian border put in place by the Canadian government and requesting to reduce unnecessary travel, Club Med has decided to cancel reservations for Canadian clients traveling to Sandpiper Bay, Florida from March 19th to April 26th, 2020.

Existing reservations in Club Sandpiper Bay have been cancelled and guests will receive:

- a Future Travel Credit for 100 per cent of the land costs, valid for travel through April 30, 2021 to travel again with us in the resort of your choice

- a credit for 100 per cent of flights booked through Club Med, applicable on the same airline and non-transferable (revised travel dates will depend on respective airline policies)

Club Med Columbus Isle, Bahamas 

Club Med will temporarily suspend operations of Club Med Columbus Isle from March 21st to May 1st, 2020.

Guests with an existing reservation that’s been cancelled receive:

A future travel credit for 100 per cent of the land costs, valid for travel through April 30th, 2021 to travel again to the resort of their choice

A credit for 100 per cent of flights booked through Club Med, applicable on the same airline and non-transferable (revised travel dates will depend on respective airline policies).

For more details and Club Med resorts, click here.   


Disney Resorts 

Disney-owned and -operated hotels at Walt Disney World Resort and Disney’s Vero Beach Resort will close at 5:00 p.m. March 20th, 2020, through the end of the month.

Disney theme parks and water parks will be closed from March 16th though 31st.

Guests booked between March 16th and 31st can modify or cancel their Disney Resort room reservation or Walt Disney Travel Company package up to their original check-in date. If no action is taken, Disney will automatically process a refund to the original form of payment within seven days of the check-in date.

Disney will waive all Disney-imposed change and cancellation fees up to the date of check-in through June 30th, 2020.


Hard Rock Hotels and Casinos 

Guests that booked between March 11th and April 30th for travel until December 15th, 2020, may change hotel stay dates up to 24 hours prior to arrival with no penalty for travel up to December 18th, 2020 (a difference in rates may apply, this is subject to availability).

For guests traveling from the high-risk areas listed as per the updates from the Centres for Disease Control and Prevention (CDC), Hard Rock will allow rescheduling the hotel stay within one year from the original travel date or canceling hotel reservations without any penalty. 

Policies may vary depending on region. 


Hilton Hotels and Resorts

In regions affected by government-issued travel restrictions, Hilton will waive change fees or offer full refunds.

Existing Reservations: all reservations – even those described as non-cancellable (“Advanced Purchase”) – that are scheduled for arrival before April 30th, 2020 can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.

New Reservationsany reservation made – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between till’ April 30th, 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before the scheduled arrival.

For more info, click here


Iberostar Hotels and Resorts 

Iberostar has implemented a new cancellation policy, which says that guests who make a booking between March 13th and 31st for stays up to June 30th, guests will be able to cancel their reservation for free up to 24 hours before your arrival. Currently valid at all Iberostar hotels (including Cuba).

For more info, click here


IHG (InterContinental, Kimpton, Holiday Inn)

IHG is waiving cancellation fees for both new and existing bookings at any hotel around the world for stays between March 9th and April 30th.


Kempinski Hotels 

Guests that are impacted by travel restrictions such as quarantine, flight cancellations, flight stopovers in affected countries or travel restrictions can cancel any stay booked prior to March 12th for stays until April 30th at no cost.

Travel related to the rescheduling or cancellation of a trade show, convention or other public events, can be cancelled at no charge or rebooked in line with the rescheduled date.


Marriott International (Westin, Sheraton, Residence Inn, Courtyard by Marriott, Ritz-Carlton)

For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, Marriott hotels will allow full changes or cancellation without a charge up to 24 hours prior to arrival, as long as the change or cancellation is made by April 30th, 2020. Changes to existing reservations will be subject to availability and any rate differences.

For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and April 30th, 2020, we will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date. Changes to the reservation will be subject to availability and any rate differences.

For complete details, click here


Melia Hotels & Resorts 

Until March 31st, 2020, all rates from Melia has can be cancelled at no cost. Cancellations can be made between one and seven before the scheduled arrival date.

For individual bookings made from March 2 to March 31, 2020, guests can cancel the booking up to 24 hours before the check-in date without any cancellation fee or penalty. Some hotels may require earlier cancellations to avoid cancellation fees and penalties.

For individual bookings made before March 2nd, 2020 for arrivals until April 30th, 2020, Melia offers 100 per cent flexibility to postpone the reservation up to 24 hours before arrival, choosing a later date until March 26th, 2021, in which the reserved hotel offers the same terms and conditions or agreeing to pay a possible difference in rate without any management fee.

For complete details, click here


Palace Resorts 

Palace has introduced a flexible new policy in response to COVID-19 cancellations.

For all previously existing and new reservations at any of our properties made for March and April, guests are able to modify the date of their reservation to any alternative date from now until December 15th, 2020. All penalties associated with date changes to these reservations are waivered. This also applies to non-refundable reservations.

For more info, click here


Playa Hotels and Resorts 

Based on border closures, significant flight restrictions and the "enormity of the impact the virus is having at a global level, "Playa is waiving cancellation fees for all individual reservations scheduled for arrival before April 30th, 2020.

Existing reservations may be changed or cancelled at no charge up to 24 hours before scheduled arrival date. For any existing reservations from May 1st, 2020 onward, standard cancellation fees apply.

Any new individual reservations booked till’ April 30th, 2020 for travel March 12th through April 30th, 2020 may be changed or cancelled at no charge up to 24 hours before scheduled arrival.

For more info, click here


Radisson Hotels 

Radisson allows free modifications or free cancellations for all existing and new reservations (in all countries and all RHG hotels worldwide) for stays until April 30th, 2020. Any modification to existing reservations will be subject to availability and any rate difference. For reservations with stays after April 30th, 2020, our normal cancellation policy applies.

For more info, click here


Sandals and Beaches Resorts

Sandals Resorts International has announced that it is closing all Sandals and Beaches Resorts from March 30th to May 15th, 2020. 

Guests with existing bookings will be contacted, the company said.

"Due to sudden airport closures and travel restrictions, we must suspend all incoming calls from our call center to methodically deal with existing bookings. Rest assured we will be sequentially contacting you according to your arrival date and will also be updating on a daily basis to report how far we have reached in this critical process. We truly value your business and apologize for any inconvenience and request your patience and understanding," the company said in a statement. 

Click here for more info.


UNICO 20º87º Riviera Maya

Guests that book their hotel stay between March 11th and April 30th for travel until December 15th, 2020, may change their hotel stay dates once up to 24 hours prior to arrival with no penalty for travel up to December 18th, 2020 (a difference in rates may apply, this is subject to availability).

For guests traveling from the high-risk areas listed as per the updates from the Centers for Disease Control and Prevention (CDC), the company will allow rescheduling the hotel stay within one year from the original travel date or canceling hotel reservations without any penalty.

For more info, click here


Windjammer Landing (St. Lucia)

The resort has made the "very difficult decision" to temporarily close from Sunday, March 22nd, 2020 to Thursday, April 30th, 2020.

For guests scheduled to arrive at the resort between Friday, March 20th, 2020 and Thursday, April 30th, 2020 we will issue a credit to rebook your stay within 18 months of the original travel date. Rebooked dates will be subject to availability. Please email reservations@windjammer-landing.com or call 1-877-522-0722 to reach the reservations team.


Wyndham Hotels and Resorts 

Guests traveling with new or existing direct bookings for stays in any of our hotels through April 30th, 2020 will have their cancellation or change penalties waived if the request is received at least 24 hours (or less if permitted by the hotel’s policy) prior to arrival.

Guests who are prohibited from traveling to their booked hotel under applicable law will have their cancellation or change penalties waived on direct bookings.

For new or existing direct bookings with arrivals after April 30th, all of our properties are required to accommodate non-cancellable rate reservation changes if the request is received at least 48 hours prior to arrival and the same number of room nights or more are booked for a future stay.

Click here for more. 

Can we add to this list? Has a policy been updated? Let us know at newsroom@paxglobalmedia.com. 


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