We understand this is a stressful time for everyone and, in many countries, a national emergency. We have staffed up our customer service agents and are working around the clock to issue credit refunds for all our guests. Unfortunately given these circumstances, we need to wait until we get written approval from the hotel as well as our supply partner. This process may take up to 15 days. Please sit tight as we all try and get through this difficult time together. Thank you for your patience and understanding.
1. If your booking is refundable and you want to cancel, we recommend that you cancel within the cancellation policy. Please do so while your refund is guaranteed, as it will be much easier down the line (even if you re-book at a later date).
If you do not wish to use the booking, it is your responsibility to cancel the booking during the refundable time period. If you submit a cancellation request and, due to high volumes, we receive it after the refundable period, you will not be eligible for any type of refund. Instructions on how to cancel your refundable booking can be found here.
2. If your booking is non-refundable and you want to cancel, we have modified our policies in light of the situation. If your booking is eligible, the value of the booking will be compensated in credits, which can be used to re-book your travel. These credits expire after one year. By filling out the form, you are granting us permission to cancel your booking, and negotiate for a credit refund on your behalf.
To claim this offer, please fill out our feedback form with the 'Coronavirus Cancellation' option. Submit one form per booking (If you have 2 bookings, submit the form twice). Please note that though we are working hard to get through volume as fast as possible, it can take 15-30 business days to process these requests. Your patience and understanding is appreciated in this difficult time to travellers everywhere.
Please note that you are only eligible for a credit refund if your checkin date is upcoming (i.e., not in the past) and before May 1st, 2020. These requests are subject to hotel and partner approval, so it is not guaranteed (though we will try our best). As always, we follow the policies of our travel partners. Though we will negotiate on your behalf, we cannot change or waive their policies or fees of our partners.
An example of how to fill out the feedback form is below. If you have already submitted a request, you do not need to call or email for a status update.
To view the latest updates on COVID-19, please visit: