COVID-19 Travel Updates

To help support you at this challenging time we have created this dedicated resource page to provide up-to-date information and assistance

"Hotelbeds is monitoring the situation closely and we have created this dedicated resource page where we will be updating our policies regularly.

We want to reassure you that we are doing everything possible to support you in relation to the impact of COVID-19 on travel bookings, including providing additional staff and resources. "

Update on force majeure

Our global force majeure will expire on 15th July. From 16th July onwards we are reviewing force majeures instead on a country by country basis.

To find out which country corridors will be subject to a force majeure and which are not please use the below origin / destination tool. The following information is valid only for bookings made until 31st May (included):

Please note: this tool may not cover a small number of corridors. If you cannot find your country of origin / destination country pair in this list and if it relates to a Non-Refundable booking where the customer cannot travel due to COVID-19 reasons, please contact operations to find out if the fees can be waived or not.

Disclaimer concerning future bookings:

  • Please be aware that local government measures and guidelines put in place by individual travel services providers – including hotels, transfer, car rental, theme parks, tours, events and other ancillaries – are leading to social distancing measures to protect travellers.
  • Therefore it is likely that hotel guests may find that some facilities – for example the swimming pool, gym area, or buffet halls – will understandably not be available; equally travellers with tickets for theme parks, tours and other activities might find some elements have been adapted or removed; and in the case of multi-day tours different restrictions could be imposed by different local authorities (nonetheless we will endeavor to provide the most accurate and up-to-date information).
  • We apologise for any inconvenience these unavoidable changes may cause.
  • Additionally please note that it is the responsibility of the traveller to choose the most appropriate rates – whether that be flexible or non-refundable – when booking hotels, transfers, car rentals, theme parks, tours, events and other ancillaries, according to their needs in view of current COVID-19 travel restrictions. Therefore for new bookings created as of or later than June 1st, cancellations will be processed according to the applicable terms & conditions of the booking.

Closure of destinations

Please note that the following destinations are closed based on governmental decisions and therefore will automatically be considered as force majeure for the date range listed and these bookings are the only bookings that will be pro-actively cancelled from Hotelbeds. This table is updated regularly.

DESTINATION FROM TO
Cuba 14-Apr 31-Oct
Córdoba (Argentina) 13-Jul 31-Oct
Salta (Argentina) 30- Sep 31-Oct
Israel 18-Sep 31-Oct
Yagon (Myanmar) 21-Sep 31-Oct

 


How to modify or cancel bookings

We strongly recommend using the API and/or web to cancel and/or modify your bookings with us. 

Use the new feature in the Bookings panel (for web customers): you will see a notification next to all bookings where at least one of the services is affected by our Force Majeure, meaning that you will know if the cancellation fees will be waived or not.

If possible, please avoid calling the customer relationship centre (CRC) as we will process requests for refunds based on closures AND / OR the force majeure within 10 days, however refunds can take up to 30 days to process, due to external dependencies (increased volumes at banks and merchant suppliers).

Remember: all cancelations must be made before the guest arrives – otherwise we cannot guarantee a refund.

How to contact our call centre for urgent inquiries

Please be aware that we are experiencing very high levels of calls in our operations centres. We have put in place additional staff and extra shifts to cope with the demand; nonetheless understandably it is taking longer than usual to attend to inquiries and we are a truly grateful for your patience. 

If you need to contact the support centre, only do so for bookings with arrival in the next 72 hours. This allows us to prioritise our resources on the more urgent cases – something that is in everyone’s interest.

For bookings with arrival NOT in the next 72 hours: wherever possible we would like to ask you to hold back on contacting our call centres at the moment and use the API / web instead to modify or cancel your bookings. 

COVID-19 useful resources

For up-to-the-minute information on Coronavirus we recommend the following websites:

Previous updates

02/06 2020

Dear valued partner,

Please be informed that we have extended the dates of the global force majeure until 30 June.

25/05 2020

Dear valued partner,

We want to let you know that we have extended the dates of the global force majeure further – and it will now last until 15 June.

19/05 2020

Dear valued partner,

We want to let you know that we have extended the dates of the global force majeure further – and it will now last until 15 June.

27/04 2020

Dear valued partner,

As an update on our previous communications, I want to let you know that we have again extended the dates of the global force majeure – and it will now last until 31 May.

17/04 2020

Dear valued partner, 

Further to our previous communications on this topic, I want to update you that we have again extended the dates of the global force majeure – and it will now last until 15 May. 

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Q&A section

The force majeure situation does not apply to guests that were already in the destination at the time the force majeure was declared – and therefore hotels will receive payment for those guests.

This is a fast evolving situation and we´ll be placing regular updates here on this web page.

We are experiencing significantly higher than normal call volumes in our centres around the world due to the situation and have already deployed extra teams and resources. However, we are taking longer than normal to handle an inquiry and we would like to thank all our partners for their patience.

Wherever possible we would like to ask partners to hold back on contacting us about bookings that are not for immediate arrival (less than 72 hours). This allows us to prioritise our resources on the more important cases and that is something that is in everyone’s interest.

Wherever possible please use the self-service tools on the website or API for BOTH cancelations AND modifications. We will process refund requests due to travel restrictions or Force Majeure in the 10 days following the cancellation.

The vast majority of our staff can work remotely and our operations centres are based across many different offices around the world, operating on a ‘follow the sun’ basis with the option to switch calls to different centres if required. Therefore, we can offer continued support to partners in every conceivable scenario.

This depends on the scenario:

  • In cases where travel is restricted and force majeure applies for domestic and international, for example in Italy, then you should send a list of the affected bookings to Hotelsupport.
  • For cases where travel is not restricted, you should provide a same standard alternative room and if the end traveller decides they do not want to travel, a cancellation free of charge should be offered.
  • Finally, in the cases where you are not providing a same standard alternative or not providing an alternative at all, and if the end traveller still wants to travel, Hotelbeds will relocate the traveller and if there are any extra costs we will apply a deduction to your hotel (only for cases where Force Majeure is not applying)

In cases where a force majeure has been applied the non-refundable bookings will not be paid.

If a relocation needs to be applied (only in cases where Force Majeure is not applying), and you could not find any similar alternative to the client, please contact with our Hotelsupport department who will try to support on this process

A message for our client partners

A message for our supplier partners