Know the rules if your hotel rez is cancelled.
Many of us have experienced the disappointment of a cancelled flight. I’ve posted about ways to get your money back from the airline and your rights to compensation under EU and USA law when this happens. But what about when it’s your hotel who disappoints?
I’m talking about that email out of the blue stating your hotel reservation has been cancelled. Or worse, you’re told you don’t have a room when you arrive at the hotel.
Most cancellation problems arise when the hotel takes more bookings than it has rooms for, typically because it expects a certain number of people won’t show. If a hotel miscalculates and it ends up with more guests than available rooms, most hotel chains have policies that set out what they’ll do when a confirmed hotel reservation can’t be honored as booked. Usually guests will be “walked”—that is, accommodated at another property—and given compensation. Note: A hotel will always prioritize its elite members, direct bookings, and corporate channel clients over people who booked through a super discount site, or third party online travel agency (OTA). Some rates offered via luxury travel agents or corporate bookings even specify a no-walk policy.
So you’ll know what to ask for if things go wrong, whether your reservation is nixed the day it’s to commence or a few weeks before, here are the cancellation policies for the major chains:
If an IHG hotel can’t honor a reservation you’ve confirmed on the IHG website, IHG will comp your first night and get you accommodated at another hotel of similar quality. If you’re already at the hotel when this happens, they’ll cover transport costs between the two locations.
“Booking on IHG.com is the best way to guarantee your room. If for any reason your reservation cannot be honored, IHG will provide you with a room and transportation to another convenient and comparable hotel. And, we’ll pay for the full cost of the first night’s lodging price, plus tax. Any advance deposit will be refunded to you.”
Marriott
If Marriott can’t fulfill a booking you’ve made directly with Marriott, you’re going to be taken care of. In addition to covering your first night, Marriott also compensates for the “inconvenience.” This compensation varies, depending on which Marriott hotel brand you booked.
“If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand.”
Hilton
Unfortunately, Hilton doesn’t publicly post its policy. It’s pretty much the same as the other chains’, though; cancelled guests are moved to an alternate hotel for their stay, with Hilton covering the cost of the first night.
“The guest must be relocated at other Hilton branded hotel if possible. The hotel must pay the full cost of the first night’s stay including any expenses incurred such as transportation and phone calls to family members and business associates. Hotel must complete an online form and send it to Hilton to ensure that the guest receives the stay/night credit and all the points associated with the stay had the guest not been walked.”
Hyatt’s policy is somewhat open to interpretation as to when benefits kick in, and on its face only applies when a guest prepays with a credit card.
“If you book a room on hyatt.com and prepay with a credit card, Hyatt will have a room reserved for you when you arrive, or will provide, at no cost to you:
-A free night at a comparable hotel
-Free transportation to and from that hotel
-One free telephone call to advise your family where you can be reached”
Accor “may reserve the option” to rebook you at another hotel of similar equivalent and cover any extras, such as a difference in price, if this happens. Unlike the other brands, it doesn’t cover the cost of your first night.
“In the case of a force majeure event, an exceptional event or impossibility to carry out the Service and, in particular, making the room of the Establishment available to the Customer, the Establishment may reserve the option of providing accommodation to the Customer, in whole or in part, at an Establishment in the equivalent category or perform a Service of the same nature, subject to the prior agreement of the Customer.
The reasonable expenses relating to the transfer (additional cost of the rooms, transportation and a phone call) between the two Establishment shall be payable by the concerned Establishment in accordance with the existing standard procedure of the said Establishment.”
Policy, Shmolicy: Hotels may ignore what’s “right”
Remember, these are policies, not legally enforceable rights. Most hotels follow their chain’s rules with respect to cancelled reservations. Occasionally, though, an individual hotel will cancel a reservation without helping secure the same rate at another property or comping the first night, with some even claiming the policies are different for cancellations made before the guest’s arrival at the hotel. (Not true!)
When this happens, the best thing to do is to contact the general manager and reservations team at the hotel that cancelled on you. Point out the policies you believe apply (see above) and be clear as to what you believe would be a fair resolution of the situation.
If you’ve found availability at a comparable hotel, make that known, and be sure to inquire how the refund for the first night will be handled. You may get some pushback, but be polite and persist (and document everything in the event you have to pursue the matter post-trip!).
Twist’s Take: Know the policies—alas, not laws—that govern hotel cancellations.
