Coronavirus

I was scheduled to be at a Conference in May in New Orleans, which has since been cancelled. I made a reservation with Hotels.com for my stay. 5-4-20 through 5-7-20. I have cancelled the reservation at the Hotel and was informed that I must contact you regarding a refund. I realize the reservation was non-refundable, however, I believe the Virus is a bit out of my control and would like a refund back to my credit care.Thank you

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Answer #1: Posted by emperortolson on April 13th, 2020 9:18 AM

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emperortolson

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Here's what you need to know:

For customers who booked a non-refundable rate prior to 19 March 2020 for stays between 20 March 2020 and 30 April 2020, we will email you in the coming days to ask if you wish to keep or cancel your existing booking. If you decide to cancel, you will be eligible for a full refund or, in some cases, a voucher allowing you to rebook the original property at later dates. There is no need to call us, but you must cancel your booking at least 24 hours before check-in in order to be eligible for this offer.
For customers who booked a non-refundable rate for stays after 30 April 2020, with the situation continuing to evolve, we will continue to work with travel partners as necessary to implement flexible policies.
For customers whose accommodation plans have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working to attend to your needs as well. We appreciate your patience.
For customers who have booked a refundable rate, please visit our Customer Service Portal to change or cancel.
For those looking to make a new booking, we strongly recommend choosing a rate that allows for free cancellation.

While we are adjusting our operations and policies as quickly as possible, we do ask for patience and reiterate that if your travel is not within the next 72 hours, please hold off contacting us so we can prioritise urgent customer queries and resolve cases faster.

We thank you for your continued understanding. There's nothing more important to us than you, our customers, remaining safe through this stressful time. All of us at Hotels.com value you and are grateful for your business

For more info, check this https://www.hotels.com/page/coronavirus-booking-information/