Expedia Group COVID-19 Force Majeure Policy
Updated: May 14, 2020
We are encouraged to see early signs of recovery in several domestic markets around the world. Unfortunately, we are not out of the woods yet. Closed borders, cancelled flights and travel restrictions continue to impact travel in many markets. To reflect these changing circumstances, we have further evolved our cancellation policies for bookings that were made prior to March 20, 2020 with stay dates prior to June 30, 2020 (“Eligible Reservation Dates”).
Now that there is widespread awareness of COVID-19, we believe travelers understand the risks of booking non-refundable or partially-refundable travel. Therefore, bookings made on or after March 20 will not be subject to our COVID-19 force majeure policy. We will apply your policies for any traveler-initiated cancellation or no-show.
We wish you the best during these difficult times and thank you for your partnership. Please stay safe and contact us at any time if we can provide assistance.
For Lodging Partners
Our force majeure policy will remain unchanged for international bookings with Eligible Reservations Dates scheduled for check-in during May and June. As a reminder, here is how it works:
Non-Refundable Bookings. Travelers who contact us requesting to cancel non-refundable bookings with Eligible Reservation Dates for May and June stays will be permitted to cancel. They will either receive a voucher to rebook at your property or a full refund based on your previous selection.
Partially Refundable Bookings. Partially refundable bookings with Eligible Reservation Dates for May and June stay dates will be converted to fully refundable reservations with free cancellation up to 24-hours before the check-in date. Travelers who contact us to cancel at least 24-hours before their check-in date will be provided with full refunds.
See below for more information about vouchers.
Bookings with May Check-In Dates. Our force majeure policy will also remain unchanged for domestic bookings with Eligible Reservation Dates scheduled for check-in during May. Travelers who cancel non-refundable bookings will either receive a voucher to rebook at your property or a full refund based on your previous selection. Travelers who cancel partially refundable bookings at least 24 hours before stay will receive a full refund.
Bookings with June Check-In Dates. Domestic travel is beginning to rebound in some areas and our force majeure policy is changing for domestic bookings with Eligible Reservation Dates scheduled for check-in during June. For many of these bookings we will apply your policies for any traveler-initiated cancellations or no-shows.
Exceptions for June Check-In Dates. Unfortunately, even domestic travel remains severely impacted in some areas. As a result, we will continue to apply our force majeure policies to domestic travel for June where this travel remains restricted. This includes, for example, travel in areas that remain subject to lockdowns, essential travel restrictions, or quarantine requirements. This also includes bookings where the law requires that travelers receive vouchers or refunds when they cancel. Additionally, if airline operations are severely limited or if COVID-19 related difficulties otherwise prevent people from traveling, we will continue to apply our force majeure policies.
About Vouchers and Refunds
Where a traveler is entitled to cancel a non-refundable booking under this policy, they will receive a refund or a voucher. Here is how this works:
About Vouchers. If you elected to participate in the COVID-19 Voucher Program, the details of which were previously communicated to you, travelers wishing to cancel non-refundable reservations at your property with Eligible Reservation Dates will receive a one-year voucher to rebook their stay at your property on Expedia Group websites. Please note, the voucher process doesn’t apply to certain reservations, such as Hotel Collect, Hotwire, Egencia bookings and bookings on third-party sites. Travelers who cancel these types of bookings will receive full refunds. In addition, some local laws have requirements that our COVID-19 Voucher Program will follow. These may include longer expiration dates for vouchers and other specific voucher terms or requirements to provide a refund instead of a voucher (e.g. EU package bookings).
About Refunds. If you are not part of the COVID-19 Voucher Program, you are part of the Cancellation Waiver Program under which travelers wishing to cancel non-refundable reservations with Eligible Reservation Dates will receive full refunds for their booking. To thank you for being a part of this most traveler-centric solution, we will boost your property’s quality score for the next 12 months, automatically increasing your visibility in search results across our sites.
For all reservations that are cancelled and refunded to the traveler under this Expedia Group COVID-19 force majeure policy we will not be collecting compensation or fees associated with the cancellation. We expect that you will also waive or refund any amounts that you would otherwise collect or charge the traveler or Expedia Group for these cancellations.
To encourage travelers to book during these uncertain times, we highly recommend you simplify your policies and offer flexible refundable rate-plans with a 24-hour cancellation policy. Please set them up in Partner Central or thorough your channel manager.
If travelers contact you directly, you can also initiate the cancellation within Partner Central.