AIC Hotel Group
(including Nobu hotels in Miami/Los Cabos/Chicago, Unico Riviera Maya, Eden Roc Miami, and Hard Rock All Inclusive hotels)
Flexible Policy For New Individual Bookings
To provide our mutual customers with further peace of mind, if guests book their stay between March 11th through April 30 for travel until December 15, 2020, they may change their dates up to 24 hours prior to arrival with no penalty for travel up to December 18, 2020 (a difference in rates may apply, this is subject to availability). Cancellations will be subject to penalty.
Flexible Policy For Existing Individual Bookings
For guests traveling from the high-risk areas listed as per the updates from the Centers for Disease Control and Prevention (CDC), we will allow rescheduling the hotel stay within one year from the original travel date, or canceling hotel reservations without any penalty.
Additionally, any existing reservation can be moved prior to travel for dates up to December 18, 2020 at the same rate. All penalties will apply for any cancellations as specified at the time of booking.
Flexible Policy for Existing and New Group Bookings
Direct Wedding and Social Groups:
- Any existing contracted wedding or social groups under cancellation penalties can change their travel dates up to December 18, 2020, and the same contracted rates will apply.
- Any individual guests who would like to move dates can do so once, and pay the full amount of their current penalty which becomes non-refundable and transfers over to the new date.
- All penalties will apply for any individual guests who would like to cancel.
- Complimentary nights will apply based on the total number of rooms paid in full regardless of travel date.
Tour Operator Wedding and Social Groups:
All Wedding Ceremonies:
- Any existing contracted wedding or social groups under cancellation penalties can change their travel dates up to December 18, 2020, and the same contracted rates will apply.
- Reductions made between 90-45 days, will be allowed up to 40% without penalty.
- Any individual guests who would like to move dates can do so once, and pay the full amount of their current penalty which becomes non-refundable and transfers over to the new date.
- All penalties will apply for
- any individual guests who would like to cancel.
- Complimentary nights will apply based on the total number of rooms paid by the tour operator regardless of travel date.
- edding to a new date up to December 18, 2020 and the $300 non-refundable deposit is transferable. The new date is subject to availability, and must be selected at the time the move is requested.
- If wedding extras are paid in full, all payments for nonperishable items will be transferred to the new date. Perishable items will be non-refundable.
- Wedding group benefits for events will be honored for original group size as long as a minimum of 70% of the original group travels.
The above policies do not apply to contracted Corporate and Incentive Group travel; please contact your Sales Manager or Global Sales contact to discuss the best possible option for all parties concerned.
AM Resorts
Social Groups- traveling in 2020
For social groups in penalty that wish to cancel or postpone their trip between now and March 31, 2020, with travel completed by December 22, 2020, the following policies will be in effect:
- For groups of 39 rooms or less:
- If the group wishes to change the date of their existing booking, they may do so at the same rate based on room availability.
- Additionally, groups may also relocate to another AMResorts® property within the same brand for the same rate, based on availability.
- For groups not in penalty, they may relocate to any AMResorts® property within the same brand.
- For groups of 40 rooms or more-
- If the group wishes to change their date, they may do so at the same resort for up to one year from the original travel date.
- If the rate is lower on the new travel date, the group will be refunded the rate differential; alternatively if the rate is higher, the group will be subject to a maximum 5% rate increase for the new dates.
- Changes in group size- If the group has guests that will no longer be able to travel, we will allow those guests to independently rebook their travel. These rooms will no longer count towards qualifying for any earned group amenities, and the group amenities will be recalculated based on the new group size.
Unable to Depart
For any guests on an AMResorts®-branded property who are from an impacted area and unable to return home, the following extenuating circumstance rates will apply for an extended stay:
Zoëtry® Wellness & Spa Resorts: $139 pp/pn
Secrets® Resorts & Spas & Breathless® Resorts & Spas: $119 pp/pn
Dreams® Resorts & Spas & Now® Resorts & Spas: $109 pp/pn
Reflect® Resorts & Spas: $105 pp/pn
Sunscape® Resorts & Spas: $99 pp/pn
Unable to Arrive
For guests unable to arrive to an AMResorts®-branded property due to current travel restrictions we have implemented, “Move the Date, Keep the Rate”, as outlined below:
- Guests may change the date of their current booking for a future travel date between now and December 22, 2020. If the rate of the new resort is lower, the client would be entitled to a refund. Alternatively, if the client wishes to change brands, they would be responsible for any price increases.
- Additionally, guests have the option to change to another AMResorts® property within the same brand, in a different destination with no additional fee or cancellation penalty. Travel to also be completed by December 22, 2020.
- AMResorts® is unable protect rates outside of the AMResorts® portfolio and will not pay for airline change fees.
Cancellation Policies
For any existing reservation or booking made between now and March 31, 2020, effective immediately AMResorts® cancellation penalty will be 24 hours for FIT bookings, and 72 hours for social groups.
Early Departures
In the event a guest must return home quickly due to a “no travel restriction” being implemented by their country of residence, AMResorts® will allow early departures with no penalty.
Aulani
Walt Disney Travel Company is making a temporary adjustment to its policy on cancellation fees for vacations at Aulani, a Disney Resort & Spa. The following applies only to leisure package bookings made through Walt Disney Travel Company. For packages cancelled within 30 days, the $200 non-refundable deposit will be waived, or refunded if already paid.
For room-only bookings, Disney will temporarily waive the Disney-imposed fee for cancelling bookings within five days of arrival.
Biltmore
The Biltmore is temporarily suspending all hotel operations starting on Sunday March 22nd through Wednesday April 15th.
Como Hotels
We also want to reassure you about any travel plans you may have with us. We are committed to full flexibility with booking terms and conditions and have adjusted our policies accordingly. This means:
a) You can postpone your trip to a later date for up to six months
b) If you have paid a deposit or payment to one of our hotels or resorts, we can transfer it to a sister property should you wish to stay there instead
c) Our hotels are flexible on cancellations of existing bookings and will allow refunds for stays if requests are made before September 30th 2020
d) For any new bookings for stays before December 31st 2020, you can change or cancel your reservation free of charge.
Couples
Couples Resorts announces the temporary closure of all 4 Couples Resorts, effective March 28 - April 30, 2020 due to COVID-19 (coronavirus).
We ask that current in-house guests try and coordinate their travel plans to get home safely before the above mentioned date. For those with client reservations between now - April 30, 2020, travel plans can be revised without penalty. For those with reservations May 1st – onward, we will provide an update by April 24, 2020.
Enchantment Resorts
Enchantment Resort is closed effective this week (with final check-ins allowed until this evening) and continuing through April 15, 2020
Excellence Resorts
The Government of the Dominican Republic has announced closing of all of its
borders to incoming flights for 15 days. Consequently, Excellence Resorts has
made the difficult decision to temporarily close its two resort properties in the
country: Excellence Punta Cana (announced on Monday) as well as Excellence El
Carmen. The resorts will close beginning on Friday, March 20, with plans to
reopen on June 5, 2020.
If you have a booking between March 20 and June 5, 2020, your reservation will
need to be postponed. Excellence Resorts encourages our guests to continue
supporting our brand by rescheduling their stay to later in the year; as you may
know, Excellence Resorts has a more flexible reservation policy at the moment,
honoring your existing rate when you reschedule by December 22, 2020.
(Blackout dates, terms and conditions may apply.)
Hilton
We remain committed to offering you flexible booking options. Given these unique circumstances we are making additional adjustments to our individual booking policies to give you extra peace of mind:
- Government Restrictions. In regions affected by government-issued travel restrictions, we will continue to waive change fees or offer full refunds. Please click here for the latest information on our travel waivers.
- Existing Reservations. All reservations – even those described as "non-cancellable" (“Advanced Purchase”) – that are scheduled for arrival before April 30, 2020, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
- New Reservations. Any reservation you make – even those described as “non-cancellable” (“Advanced Purchase”) – that are booked between today and April 30, 2020, for any future arrival date, can be changed or cancelled at no charge up to 24 hours before your scheduled arrival.
Iberostar
Le Barthelemy
Made the difficult decision to close Le Barthélemy for one month. Will reopen on April 15th.
Melia
Melia's policy is located here
Miraval
Miraval Resorts & Spas will suspend all operations and services starting Sunday March 22, 2020 in an effort to protect the wellbeing of our guests and colleagues. Miraval Arizona and Miraval Austin will be cancelling existing reservations and suspending new reservations from March 22 through April 30, 2020. It is a fluid situation and we will keep you updated on Miraval operations accordingly.
Rosewood Hotels
- For reservations booked by April 30, 2020 for stays through September 30, 2020, we have implemented a 24-hour cancellation policy with no fees
- For reservations booked prior to March 13, 2020, guests may rebook without a fee for up to 12 months, and any deposits will be applied to the future reservations
In addition, we will continue to be flexible for guests traveling to or from any affected region. Please click here for the latest updates.
Trump Hotels
While we continue to welcome travelers to each of our destinations with our maintained commitment to the utmost in luxury service, in light of the developing impact on travel of COVID-19 (the Coronavirus), please be advised of the following temporary change to our Cancellation Policy. These changes apply to all Trump Hotels.
- All Cancellation Fees for direct business and leisure traveler bookings for stays during the months of March and April will be waived as necessary.
- Group bookings reserved for March and April stays may opt to rebook with us within the next 10 months. Deposits will be applied to future bookings.
- All Advance Purchase reservations for stays during the months of March and April may postpone their stay and rebook for use within the next 10 months.
The Cove, Eleuthera
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We have made the difficult decision to close The Cove, Eleuthera effective this week and continuing through April 15, 2020.
Universal Hotels
- We will close all hotels at Universal Orlando Resort at 5 P.M. on Friday, March 20
- We anticipate remaining closed through March 31
