Coronavirus (COVID-19) Update - Extended Cancellation Policy

Radisson Hotels’ highest priority is the health, safety and security of our guests, employees and business partners worldwide.

Updated: June 24, 2020


Our commitment to health, safety and security

In response to the development of the COVID-19 pandemic, we continue to follow the latest advice and recommendations from the Center for Disease Control (CDC), World Health Organization (WHO) and the local authorities in the countries we operate in. For up-to-date information and further details, please refer to the WHO and the Centers for Disease Control and Prevention.

Radisson Hotels has activated our corporate crisis response teams worldwide and has strong processes and support teams in place. Along with a team of experts, we have reviewed our existing health and safety processes and developed the Radisson Hotels Safety Protocol (e-brochure). This in-depth cleanliness and disinfection protocol was created in partnership with SGS and is designed to ensure your safety and peace of mind from check-in to check-out. The 20-step protocol for hotels and 10-step protocol for meeting and events space has been introduced and recommended to all hotel locations. Each of our hotels has also been equipped with resources and educational materials on how to handle suspected or confirmed cases of coronavirus (COVID-19) or lockdown for quarantine purposes in cooperation with the local authorities. 

We are continuously monitoring and following the changes in recommendations and guidelines of the local governments and the local health authorities in the countries we operate in, to continue working towards providing the best service possible while safeguarding the safety of our guests and associates, within the requirements issued by such local authorities.

The availability of food service, pools, fitness centers, and other amenities may be disrupted at your destination hotel. In accordance with governmental guidelines, some hotels may only be open to essential workers and can only be reserved by calling the property directly.

Our heartfelt thanks
As we constantly evaluate and update policies and protocols, we want to extend a special thank you to our team members and essential workers across the world who have been working tirelessly in their communities and our hotels. Watch this video to learn more and, to our team members and to you, #RadissonThanksYou.


Our cancellation policy

We are constantly updating our global cancellation policy to reflect the most recent developments related to COVID-19 and any official travel or meeting restrictions, suspensions, quarantines or lockdown measures announced by governments worldwide. Our aim is to offer you as much flexibility and planning comfort as possible.

Effective June 24, 2020, we have implemented the following updates to our cancellation policy, including some clarification and further explanation of existing procedures.

Individual reservations:

For existing reservations made prior to April 1, 2020, for stays until August 31, 2020, at any RHG hotel worldwide and subject to local regulations and variations applicable to the hotel legal entity, we allow:
- Free modifications subject to availability and/or any rate differences 
- Free cancellations with the following exception:
    ○ If a deposit has been paid for an existing reservation, we will credit you the full amount to redeem with your next stay at the same hotel within one year after your cancellation date. If you are unable to redeem, we will refund you after your credit has expired.

For new reservations made between April 1 and August 31, 2020, for any future arrival date at any RHG hotel worldwide, we allow:
- Free modifications up to 24 hours before the arrival date. Any modifications are subject to availability and/or any rate differences 
- Free cancellations up to 24 hours before arrival date
    ○ This includes reservations on advanced purchase rates described as noncancelable
    ○ If a deposit has been paid, the amount will be refunded to the credit card used (or maybe in the form of vouchers or credit, where required by local regulations) 


Leisure Groups, Business Groups and Meeting & Events:

For existing and new reservations for groups and/or meetings & events until August 31, 2020 (or the end date of national government-imposed restrictions on gatherings) at any RHG hotel worldwide and subject to local regulations and variations applicable to the hotel legal entity, we allow:
- Free modifications subject to availability and/or any rate differences 
- Free cancellations up to 24 hours before arrival date, if the meeting/event cannot be rebooked to a later date.  
    ○ If a deposit has been paid for an existing reservation, we will credit you the full amount (less already incurred costs) for the customer to redeem on their reservation, at the same property until June 30, 2021, or a date required by local regulations. If you are unable to redeem, we will refund you after your credit has expired. 

Guests are advised to contact our call centers for urgent reservations (travel within the next 72 hours) or to modify or cancel their booking via our website, app or online form on our website.

Guests who booked via online travel agents or third-party travel professionals must contact their booking provider for any adjustments.


Our commitment to our loyalty program members

As COVID-19 affects travel plans around the world, we believe our Radisson Rewards members deserve to use the points that they have acquired and should not be penalized due to circumstances out of their control. As a result, Radisson Hotels is suspending its point expiration policy by six months, effective March 1, 2020. We have also extended the elite status of our members through February 2022, for those that would have expired in February 2021. In addition, e-certs earned using the Radisson Reward Visa card, that are scheduled to expire between March 1 and July 31, 2020, can be redeemed through June 30, 2021.