Mar 13, 2020, 12:54 am
Last edit by: FLYGVA
The current rule by IHG in regard to cancelation due to the Coronavirus is published on:
https://www.ihg.com/content/us/en/customer-care/travel-advisory-covid-19
There are different rules for regular bookings and group and event bookings.
For new Booking (bookings made between April 06, 2020 and December 31, 2020)
Any non-refundable/pre-paid bookings for arrivals up to and including December 31, can be cancelled without penalty (up to 24 hours before arrival) up until December 31, 2020*.
For arrivals from January 01, 2021 all non-refundable/pre-paid bookings will be subject to the terms and conditions of the rate booked. Other rates have flexibility built in to the terms and conditions, including cancellation options. Please consult the terms and conditions of your booking for more details.
New Rule as of April 05, 2020 (last revised August 31, 2020)
(thank to rdh0924 and this post:
Free nights earned through credit cards are also being extended, depending on when they were earned. No new information on status requirements. Below is information directly from IHG's travel advisory page. Note the exception regarding China:
Cancellation policy & booking flexibly
Given the flexibility our guests and customers need right now we have implemented the following policies:
For Existing Bookings:
Existing bookings (bookings made by April 6, 2020) at all IHG hotels* can be changed or cancelled for stays up to Decemer 31, 2020, noting that:
Important Information:
From January 01, 2021, all non-refundable/pre-paid bookings will be subject to the terms and conditions of the rate booked.
Additionally:
Anniversary night certificates earned through IHG Rewards Club credit cards (USA & UK):
We are extending the expiration date of anniversary and free night certificates that are set to expire in 2020. Certificates expiring from March 1, 2020 can now be used through August 31, 2021.
Certificates issued in 2020 will have an 18-month redemption time period.
Old Rule (for reference) and probably still apply for booking in China, Hong Kong, Macau and Taiwan
IHG is waiving cancellation fees for existing and new bookings at all IHG hotels worldwide for stays between 09 March, 2020 and 30 April, 2020.
This is in addition to existing cancellation policy measures IHG has in place. These are.
For any stay prior to 09 March, 2020, existing measures mean that you will be able to change or cancel a valid booking reservation without financial penalty, if you are travelling to or from:
This thread here is to discuss this booking, which are individual bookings. The aforementioned rule does not apply for event and group bookings (if made as such bookings). We understand it the way, that if you travel to a trade fair or conference and made a booking with the hotel of your own, this is an individual booking.
Group and Event Bookings
There is a dedicated rule for group and event bookings. IHG deals with this on a case-by-case basis.
IHG hotels are actively supporting customers to address the needs of each group, including moving event dates to another time. Groups & Meetings can continue to apply existing measures by IHG which enables the guest / organizer to change or cancel a valid booking reservation without financial penalty, in:
It seems, that IHG is less relaxed on group bookings. These could not canceled.
We understand, that it has to be an event booking (trade fair rates may or may not belong to this).
We have a thread, which is about cancelation of events or rooms in regard to events:
https://www.flyertalk.com/forum/intercontinental-hotels-ihg-rewards-club-intercontinental-ambassador/2011602-modifying-non-refundable-booking-following-event-cancellation-due-coronavirus.html
Status Extenstion
Information about the extension of status could be found in this thread:
https://www.flyertalk.com/forum/intercontinental-hotels-ihg-rewards-club-intercontinental-ambassador/2012459-ihg-rewards-club-status-intercontinental-ambassador-membership-extension.html
This should be discussed in the thread mentioned above.
Ambassador Cancellations
IHG emailed Ambassador members on 3/11/20. The second paragraph of this notice said "With that in mind, we are waiving cancellation fees for existing and new bookings at all IHG® hotels globally for stays between 9 March and 30 April 2020." It remains to be seen if "waiving cancellation fees" equates to the refund of pre-paid, non-refundable bookings made before the email.
.
https://www.ihg.com/content/us/en/customer-care/travel-advisory-covid-19
There are different rules for regular bookings and group and event bookings.
For new Booking (bookings made between April 06, 2020 and December 31, 2020)
Any non-refundable/pre-paid bookings for arrivals up to and including December 31, can be cancelled without penalty (up to 24 hours before arrival) up until December 31, 2020*.
For arrivals from January 01, 2021 all non-refundable/pre-paid bookings will be subject to the terms and conditions of the rate booked. Other rates have flexibility built in to the terms and conditions, including cancellation options. Please consult the terms and conditions of your booking for more details.
New Rule as of April 05, 2020 (last revised August 31, 2020)
(thank to rdh0924 and this post:
Free nights earned through credit cards are also being extended, depending on when they were earned. No new information on status requirements. Below is information directly from IHG's travel advisory page. Note the exception regarding China:
Cancellation policy & booking flexibly
Given the flexibility our guests and customers need right now we have implemented the following policies:
For Existing Bookings:
Existing bookings (bookings made by April 6, 2020) at all IHG hotels* can be changed or cancelled for stays up to Decemer 31, 2020, noting that:
Important Information:
- Hotels are subject to local law in the market in which they operate. Therefore, government legislation and regulations may supersede this policy in specific circumstances. (including the type and timing of the refund).
- If you cancel a rate which required a deposit or payment in advance, we will do everything we can to process your refund as quickly as possible. Refunds (which may be vouchers where required by local law) may take up to 90 days for hotels to process from the date of cancellation. Reservations may be changed without a fee but may result in different pricing.
- Exclusions may apply for time periods with special event restrictions or peak demand weeks.
- Bookings via a third-party: For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly – we have advised these companies of our cancellation policy and you should refer to their terms and conditions.
- Groups & Meetings Bookings: We will work with customers to manage any changes needed to Group & Meeting bookings on a case by case basis. Our hotels are actively supporting groups and meetings organizers to address the needs of each group, including moving event dates to another time, in line with terms and conditions of that booking. Please contact the hotel the booking was made with to discuss further.
From January 01, 2021, all non-refundable/pre-paid bookings will be subject to the terms and conditions of the rate booked.
Additionally:
Anniversary night certificates earned through IHG Rewards Club credit cards (USA & UK):
We are extending the expiration date of anniversary and free night certificates that are set to expire in 2020. Certificates expiring from March 1, 2020 can now be used through August 31, 2021.
Certificates issued in 2020 will have an 18-month redemption time period.
Old Rule (for reference) and probably still apply for booking in China, Hong Kong, Macau and Taiwan
IHG is waiving cancellation fees for existing and new bookings at all IHG hotels worldwide for stays between 09 March, 2020 and 30 April, 2020.
This is in addition to existing cancellation policy measures IHG has in place. These are.
For any stay prior to 09 March, 2020, existing measures mean that you will be able to change or cancel a valid booking reservation without financial penalty, if you are travelling to or from:
- Mainland China, Hong Kong SAR, Macau SAR and the Taiwan region for any stay between 23 January, 2020 and 9 March, 2020.
- Italy and South Korea for any stay between 28 February, 2020 and 9 March, 2020.
This thread here is to discuss this booking, which are individual bookings. The aforementioned rule does not apply for event and group bookings (if made as such bookings). We understand it the way, that if you travel to a trade fair or conference and made a booking with the hotel of your own, this is an individual booking.
Group and Event Bookings
There is a dedicated rule for group and event bookings. IHG deals with this on a case-by-case basis.
IHG hotels are actively supporting customers to address the needs of each group, including moving event dates to another time. Groups & Meetings can continue to apply existing measures by IHG which enables the guest / organizer to change or cancel a valid booking reservation without financial penalty, in:
- Mainland China, Hong Kong SAR, Macau SAR and the Taiwan region for any stay between 23 January, 2020 and 9 March, 2020.
- Italy and South Korea for any stay between 28 February, 2020 and 9 March, 2020.
It seems, that IHG is less relaxed on group bookings. These could not canceled.
We understand, that it has to be an event booking (trade fair rates may or may not belong to this).
We have a thread, which is about cancelation of events or rooms in regard to events:
https://www.flyertalk.com/forum/intercontinental-hotels-ihg-rewards-club-intercontinental-ambassador/2011602-modifying-non-refundable-booking-following-event-cancellation-due-coronavirus.html
Status Extenstion
Information about the extension of status could be found in this thread:
https://www.flyertalk.com/forum/intercontinental-hotels-ihg-rewards-club-intercontinental-ambassador/2012459-ihg-rewards-club-status-intercontinental-ambassador-membership-extension.html
This should be discussed in the thread mentioned above.
Ambassador Cancellations
IHG emailed Ambassador members on 3/11/20. The second paragraph of this notice said "With that in mind, we are waiving cancellation fees for existing and new bookings at all IHG® hotels globally for stays between 9 March and 30 April 2020." It remains to be seen if "waiving cancellation fees" equates to the refund of pre-paid, non-refundable bookings made before the email.
.
Coronavirus: Cancellation Policy (update as of August 31, 2020)
Mar 24, 2020, 11:59 am
#46
Join Date: Mar 2020
Posts: 4
I assume your confirmation e-mail has the correct date of the original reservation? I also assume you booked a regular rate, for a specific date and not a specific event rate? If you booked an event rate, there are different rules (and thus a different thread).
I know that follow up with corporate might currently be a bit of a hassle, but I would try ...
I know that follow up with corporate might currently be a bit of a hassle, but I would try ...
Mar 25, 2020, 6:28 am
#47
Join Date: Mar 2020
Posts: 4
Update: I just got off the phone with the general manager. She was very nice and said that myself and a few others were in the same spot and that she's already working on getting us refunds by the end of the week. Hopefully it comes through and I don't have to call back next week - I'll give a final update either way.
Mar 28, 2020, 6:43 pm
#48
Join Date: Mar 2005
Programs: Mileage Plus
Posts: 462
CV-19 canellation waiver......IC London reservation for May 22-26.... Anyone have any insight to how soon IHG might extend the cancellation fee waiver to cover reservations in May. I am quite comfortable that they will eventually extend it, but just wanted to save myself some time by not checking the website daily.
Mar 28, 2020, 8:40 pm
#49
Join Date: Nov 2013
Programs: NZ
Posts: 1,554
CV-19 canellation waiver......IC London reservation for May 22-26.... Anyone have any insight to how soon IHG might extend the cancellation fee waiver to cover reservations in May. I am quite comfortable that they will eventually extend it, but just wanted to save myself some time by not checking the website daily.
Mar 28, 2020, 8:54 pm
#50
Join Date: Sep 2005
Programs: Lifetime *G (MP), Lifetime PE (Bonvoy)
Posts: 1,465
CV-19 canellation waiver......IC London reservation for May 22-26.... Anyone have any insight to how soon IHG might extend the cancellation fee waiver to cover reservations in May. I am quite comfortable that they will eventually extend it, but just wanted to save myself some time by not checking the website daily.
Mar 31, 2020, 11:41 am
#51
Join Date: Mar 2020
Posts: 4
Update: I just got off the phone with the general manager. She was very nice and said that myself and a few others were in the same spot and that she's already working on getting us refunds by the end of the week. Hopefully it comes through and I don't have to call back next week - I'll give a final update either way.
Apr 1, 2020, 9:28 pm
#52
Join Date: Mar 2005
Location: San Diego
Programs: Hilton Gold; IHG Spire Elite
Posts: 237
I can only assume that at some point there'll be an extension of the waiver period from 30 April to 31 May. I have a booking for Istanbul for mid-May but I see Turkish Airlines has cancelled all international flights indefinitely so I'm guessing there'll be a general shutdown of all other flights as well
Apr 4, 2020, 9:00 pm
#53
Join Date: Jan 2019
Location: Minneapolis
Programs: DL DM, IHG Spire, Marriott Platinum, National EE
Posts: 318
IHG extending free cancellation/changes, free nights because of COVID-19
This evening, IHG quietly extended its flexible cancellation and change policy for stays up to June 30. It had previously been through April 30. Free nights earned through credit cards are also being extended, depending on when they were earned. No new information on status requirements. Below is information directly from IHG's travel advisory page. Note the exception regarding China:
Cancellation policy & booking flexibly
Given the flexibility our guests and customers need right now we have implemented the following policies:
For Existing Bookings:
Existing bookings (bookings made by April 6, 2020) at all IHG hotels* can be changed or cancelled for stays up to June 30, 2020, noting that:
Important Information:
Additionally:
Anniversary night certificates earned through IHG Rewards Club credit cards (USA & UK):
We are extending the expiration date of anniversary and free night certificates that are set to expire in 2020. Certificates expiring from March 1, 2020 can now be used through December 31, 2020.
Certificates issued in 2020 will have an 18-month redemption time period.
Cancellation policy & booking flexibly
Given the flexibility our guests and customers need right now we have implemented the following policies:
For Existing Bookings:
Existing bookings (bookings made by April 6, 2020) at all IHG hotels* can be changed or cancelled for stays up to June 30, 2020, noting that:
Important Information:
- Hotels are subject to local law in the market in which they operate. Therefore, government legislation and regulations may supersede this policy in specific circumstances. (including the type and timing of the refund).
- If you cancel a rate which required a deposit or payment in advance, we will do everything we can to process your refund as quickly as possible. Refunds (which may be vouchers where required by local law) may take up to 90 days for hotels to process from the date of cancellation. Reservations may be changed without a fee but may result in different pricing.
- Exclusions may apply for time periods with special event restrictions or peak demand weeks.
- Bookings via a third-party: For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly – we have advised these companies of our cancellation policy and you should refer to their terms and conditions.
- Groups & Meetings Bookings: We will work with customers to manage any changes needed to Group & Meeting bookings on a case by case basis. Our hotels are actively supporting groups and meetings organizers to address the needs of each group, including moving event dates to another time, in line with terms and conditions of that booking. Please contact the hotel the booking was made with to discuss further.
Additionally:
Anniversary night certificates earned through IHG Rewards Club credit cards (USA & UK):
We are extending the expiration date of anniversary and free night certificates that are set to expire in 2020. Certificates expiring from March 1, 2020 can now be used through December 31, 2020.
Certificates issued in 2020 will have an 18-month redemption time period.
Apr 5, 2020, 7:27 am
#54
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,196
So to clarify I could make a booking today (April 5th) for a normally non refundable rate at a cheaper rate than the refundable rate I currently have for a booking in May and get a full refund if I have to cancel?
Scrub that in my case. The hotel is currently only offering redundable rates for my dates anyway and they are higher than my existing refundable booking.
Scrub that in my case. The hotel is currently only offering redundable rates for my dates anyway and they are higher than my existing refundable booking.
Last edited by UKtravelbear; Apr 5, 2020 at 8:20 am
Apr 5, 2020, 3:40 pm
#55
Join Date: Feb 2008
Location: Stockholm
Programs: Various
Posts: 3,369
This evening, IHG quietly extended its flexible cancellation and change policy for stays up to June 30. It had previously been through April 30. Free nights earned through credit cards are also being extended, depending on when they were earned. No new information on status requirements. Below is information directly from IHG's travel advisory page. Note the exception regarding China:
Cancellation policy & booking flexibly
Given the flexibility our guests and customers need right now we have implemented the following policies:
For Existing Bookings:
Existing bookings (bookings made by April 6, 2020) at all IHG hotels* can be changed or cancelled for stays up to June 30, 2020, noting that:
Cancellation policy & booking flexibly
Given the flexibility our guests and customers need right now we have implemented the following policies:
For Existing Bookings:
Existing bookings (bookings made by April 6, 2020) at all IHG hotels* can be changed or cancelled for stays up to June 30, 2020, noting that:
Apr 5, 2020, 4:15 pm
#56
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
The hedging and prevarication doesn't exactly inspire confidence, does it?
I guess it shows IHG doesn't have quite the control over its partner properties one might hope or expect.
I guess it shows IHG doesn't have quite the control over its partner properties one might hope or expect.
Apr 7, 2020, 1:36 pm
#60
Join Date: Jun 2013
Programs: DL Plat, Hilton Diamond, Marriott Plat, IHG Plat, Hertz Prez Circle, National Exec
Posts: 1,357
Just another data point. Had a prepaid, nonrefundable stay for next month booked. Tried calling the general reservations line since it wasn’t clear from the language on the website whether I would get a refund. Fortunately before you start to wait on a long hold, the phone system plays a recording explaining specifically that if you cancel prepaid reservations online you will get a refund — they really ought to just write the same very clear language on the website. So I went ahead and cancelled my booking online on the 13th, and the refund came through today.