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Will my cancellation policy be changed?

The guest cancellation policy is set by you and you are subject to a host penalty for cancelling reservations. There will be limited circumstances where as a result of COVID-19 the cancellation policy and the host penalty may not apply legally. Please reach out to your respective Head of Collection to discuss whether this applies to your booking.

COVID-19 related cancellations

As a result of COVID-19, there will be circumstances where it is not possible for you to host or for your guest to travel and so the contract may be cancelled without penalty.  

What does this mean? 

  1. Domestic bookings: If you wish to cancel a booking with a check in before 15th June, you will not be subject to a host penalty. Similarly, if your guest cancels, they will be entitled to a full refund as a result of the extenuating circumstances. Due to the easing up of domestic travel and social distancing requirements in some locations, for domestic bookings with a check in date thereafter we will review the cancellation request on a case by case basis to determine whether you are subject to a penalty or your guest is entitled to a refund outside of your original cancellation policy.
  2. European bookings: If you wish to cancel a booking with a check in before July 1st, you will not be subject to a host penalty. Similarly, if your guest cancels, they will be entitled to a full refund as a result of the extenuating circumstances. Due to the easing up of European travel and social distancing requirements in some locations, for European bookings with a check in date thereafter we will review the cancellation request on a case by case basis to determine whether you are subject to a penalty or your guest is entitled to a refund outside of your original cancellation policy.
  3. International bookings: If you wish to cancel a booking with a check in before the 1st of August, you will be able to do so without a penalty. If your guest cancels, they will be entitled to a full refund for international routes. Due to the easing up of International travel and social distancing requirements in some locations, for International bookings with a check in date thereafter we will review the cancellation request on a case by case basis to determine whether you are subject to a penalty or your guest is entitled to a refund outside of your original cancellation policy.

If your guest’s check in is more than one month away, we would request you not to contact us unless you are sure you want to cancel in line with our host penalty. 


NOTE: For bookings made after 15 March 2020 we will review on a case by case basis.


Bookings with a check in date after the 15th of August 2020
As the situation remains uncertain and highly changeable, we are monitoring the circumstances and will provide an update in due course. If your guest’s check-in is more than one month away, we would recommend you do not contact us, since we will only be able either to move your booking or cancel it in line with current policies

Should you require further information on later dates - please revert back to this page closer to the guest’s check-in date.