Coronavirus: Cancellation Policy (updated)

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Old Apr 5, 20, 2:29 am   -   Wikipost
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The current rule by IHG in regard to cancelation due to the Coronavirus is published on:
https://www.ihg.com/content/gb/en/cu...ravel-advisory

There are different rules for regular bookings and group and event bookings.

Regular bookings

New Rule as of April 05, 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 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.
*Cancellation fees for existing and new domestic bookings at all IHG hotels in Mainland China, Hong Kong SAR, Macau SAR and the Taiwan region will be waived for stays up to April 30, 2020

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.

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.
For bookings made through a travel agent or an online booking platform contact them direct. IHG has advised these companies of the cancellation policy.

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.
You should contact the hotel to discuss this further.
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/inte...ronavirus.html

Status Extenstion
Information about the extension of status could be found in this thread:
https://www.flyertalk.com/forum/inte...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.
.


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Old Jan 27, 20, 4:38 am
  #1  
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Coronavirus: Cancellation Policy (updated)

I have just called IHG to cancel my hotel booking as my trade show in Feb in Shanghai has been "postponed", I had booked using the advance purchase rate which of course is non-refundable. However the Ambassador person (Romeo) called the hotel who agreed to cancel the reservation at no cost.

Just thought it would be good for people to know that this is an option but appears to be discretionary, its pretty poor considering the airlines are allowing cancellations for free. Anyway, all is well which ends well.
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Old Jan 27, 20, 6:16 am
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There's a waiver in place until February 8 for all provinces of China except Taiwan.
​​​
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Old Jan 27, 20, 6:57 am
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Originally Posted by Chinatrvl View Post
There's a waiver in place until February 8 for all provinces of China except Taiwan.
​​​
Interesting, I looked for that and did not find it (but I am not that good at looking for stuff lol). The agent at the call centre certainly was not aware of said waiver either.

**Edit** I have now found the policy, however it runs out on the 8th. My booking was from the 8th to the 15th.

**2nd Edit** You already said that about the 8th, sorry have been struggling with flu for the last week or so...I hope it wasn't contracted when visiting the Chinese Embassy on the 10th for my Visa application....

Last edited by JSR2014; Jan 27, 20 at 7:04 am
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Old Jan 27, 20, 7:23 am
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It shows as message in the app.
Includes Taiwan province now, sorry for the mistake.

In response to the recent new coronavirus outbreak and in order to prioritise the health and wellbeing of our guests and employees, IHG has updated the following policy with effect from 25th January:


Guests travelling to or from Mainland China, Hong Kong SAR, Macau SAR, or the Taiwan region between 23 January and 8 February 2020 will be able to change or cancel a valid booking reservation.

1. Changing or cancelling a valid reservation (with or without guarantee) would be allowed without financial penalty dated for bookings made via the Hotel directly, IHG.com, IHG APP or the IHG Central Reservations Centre. Prepaid rate guests may make the change or cancellation by calling 400 884 0888 (for Mainland China guests only) or +86 21 20334888 (for international guests).

2. For bookings made by a travel agent or online booking platform please contact your agent.

We will keep monitoring the situation closely, actively respond to and strictly follow respective regulations, and continue to prioritise the health and wellbeing of our guests and employees. Let us work together to go through the hard times!
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Old Jan 27, 20, 12:03 pm
  #5  
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Is there a similar waiver for the US in place? Last report was that the current flue epidemic resulted in 2900 deaths and 55.000 cases of hospitalization. Considerung the fact that China has about 5 times the population of the US the US situation is by far more severe. To my belief this is nothing but a campaign against China.
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Old Jan 27, 20, 5:08 pm
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Originally Posted by Chinatrvl View Post
There's a waiver in place until February 8 for all provinces of China except Taiwan.
​​​
Taiwan is not a province of China.
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Old Jan 27, 20, 5:39 pm
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Originally Posted by Flying Lawyer View Post
Is there a similar waiver for the US in place? Last report was that the current flue epidemic resulted in 2900 deaths and 55.000 cases of hospitalization. Considerung the fact that China has about 5 times the population of the US the US situation is by far more severe.
The flu in the United States is a known entity. The coronavirus in China is a new strain. As such, scientists are still trying to determine the basics of the disease and how to fight it.

Originally Posted by Flying Lawyer View Post
To my belief this is nothing but a campaign against China.
I'm really confused by this statement. Are you saying that the CDC/US Government shouldn't be warning their citizens not to travel to a place where a new deadly virus has broken out?
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Old Jan 27, 20, 6:48 pm
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Originally Posted by writerguyfl View Post
The flu in the United States is a known entity. The coronavirus in China is a new strain. As such, scientists are still trying to determine the basics of the disease and how to fight it.



I'm really confused by this statement. Are you saying that the CDC/US Government shouldn't be warning their citizens not to travel to a place where a new deadly virus has broken out?
They can do what they want and everybody may have his opinion on this. Fact of the matter is that the risk to die from the flue in the US is dramatically higher than to die from a Corona Virus in China and even more dramatically higher than even to come into contact with the virus outside Wuhan. In particular the rest of China might well be by far safer than the entire US. The current administration has an agenda if it comes to China.
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Old Jan 27, 20, 6:50 pm
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Originally Posted by M60_to_LGA View Post
Taiwan is not a province of China.
The Republic of China is China. And the Republic is based on Taiwan. Probably the rest of China is lost territory of the Republic. Depends on perspective.
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Old Jan 27, 20, 7:37 pm
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Originally Posted by Flying Lawyer View Post
Is there a similar waiver for the US in place? Last report was that the current flue epidemic resulted in 2900 deaths and 55.000 cases of hospitalization. Considerung the fact that China has about 5 times the population of the US the US situation is by far more severe. To my belief this is nothing but a campaign against China.
Save the hyperbole for the next tinfoil hat wearing potluck. There is a difference between a managed and expected illness and a cross border illness of unknown severity and characteristics. What you reference is seasonal influenza and it has a fatality rate of less than 1%. Those who die are typically the chronically ill and the very young with inadequate immunity and they are often unvaccinated against the seasonal flu and pneumococcal disease. We can manage seasonal flu with vaccines. The novel coronavirus 2019-nCOV is still an unknown in respect to its impact, and there is no vaccine. What we do know is that it has poked through a 5% fatality rate. MERS had a 35% fatality rate and SARS had a fatality rate of just under 15%. Your logic would hold that the Spanish flu which killed 20-50MM and was especially lethal to the healthy 15-45 year old population should not have been a concern because it was just the "flu".

The current coronavirus requires extensive and expensive intervention including isolation, specialized care and additional protective clothing. Most influenza cases do not necessitate the same protocols. The hospitality sector can manage seasonal flu conditions by following basic hygiene procedures. However, the hygiene procedures required subsequent to exposure to a more lethal illness are more stringent and time consuming.
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Old Jan 27, 20, 7:44 pm
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Originally Posted by Transpacificflyer View Post
Save the hyperbole for the next tinfoil hat wearing potluck. There is a difference between a managed and expected illness and a cross border illness of unknown severity and characteristics. What you reference is seasonal influenza and it has a fatality rate of less than 1%. Those who die are typically the chronically ill and the very young with inadequate immunity and they are often unvaccinated against the seasonal flu and pneumococcal disease. We can manage seasonal flu with vaccines. The novel coronavirus 2019-nCOV is still an unknown in respect to its impact, and there is no vaccine. What we do know is that it has poked through a 5% fatality rate. MERS had a 35% fatality rate and SARS had a fatality rate of just under 15%. Your logic would hold that the Spanish flu which killed 20-50MM and was especially lethal to the healthy 15-45 year old population should not have been a concern because it was just the "flu".

The current coronavirus requires extensive and expensive intervention including isolation, specialized care and additional protective clothing. Most influenza cases do not necessitate the same protocols. The hospitality sector can manage seasonal flu conditions by following basic hygiene procedures. However, the hygiene procedures required subsequent to exposure to a more lethal illness are more stringent and time consuming.
speaking of saving the hyperbole, care to share your reliable source for that fatality rate number?
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Old Jan 27, 20, 8:08 pm
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Originally Posted by bobbytables View Post
speaking of saving the hyperbole, care to share your reliable source for that fatality rate number?
MERS, and SARS data has been published multiple times. For this new beastie we were at 3% early last week when fatalities were still sub 50. (A Google search will list many reports of that value.) 5% is the common number now being used as the documented fatalities pass 100. It's a conservative estimate too considering that yesterday there were 80 recorded fatalities and today we are at 100+. We are in the early stages so we are going to see incremental bump ups. Nothing unusual about it either. Yesterday, before the latest batch of dead bodies was cataloged, the WHO used a fatality rate of 4%. You can listen here https://www.pscp.tv/WHO/1LyxBNMYqXkxN
Some people are still relying on initial WHO comments about the illness which WHO has now retracted and admits were overly cautious.
https://www.sciencealert.com/who-tri...rus-risk-level

The point here is that;
1. This is not a campaign against China and;
2. This is not similar to the seasonal flu.
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Old Jan 27, 20, 9:52 pm
  #13  
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Please stay on topic - the cancelation policy in regard to the CoronaVirus. This thread is not about the discussion of then political situation of and between Mainland China and the Republic of China aka Taiwan.

Thank you
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Old Jan 27, 20, 10:22 pm
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Originally Posted by Flying Lawyer View Post
They can do what they want and everybody may have his opinion on this. Fact of the matter is that the risk to die from the flue in the US is dramatically higher than to die from a Corona Virus in China...
From chimney fires and CO poisoning.
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Old Jan 28, 20, 2:18 am
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Originally Posted by Flying Lawyer View Post
They can do what they want and everybody may have his opinion on this. Fact of the matter is that the risk to die from the flue in the US is dramatically higher than to die from a Corona Virus in China and even more dramatically higher than even to come into contact with the virus outside Wuhan. In particular the rest of China might well be by far safer than the entire US. The current administration has an agenda if it comes to China.
It is simply not known if that is true. And there is a vaccine fo the flu. Comparing a relatively isolated (currently), rapidly spreading virus with an unknown infectivity, lethality and treatment to the flu which is already spread rapidly and has a vaccine is not a valid comparison.
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