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July 24, 2017

Americas: Marriott, Now Hilton, Tighten Cancellation Policies

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cancellation policy

Last month Marriott International Inc. revised its cancellation policy that previously allowed guests to cancel a reservation up to 24 hours before check in with no penalty. The new policy means guests who cancel within 48 hours of a reservation will be charged the equivalent of one night’s stay. For business travelers the impact can go both ways; on the one hand, it could make last-minute bookings easier as hotels have more warning about inventory availability, but on the other hand, business travelers often have no say when a client cancels a meeting or sales call, and out-of-pocket expenses could add up pretty quickly.   

The Business Travel Coalition polled 216 travel managers and travel management company executives in 12 countries and found that the cancellation policy change is deeply unpopular. Fifty-nine percent said they would choose another lodging company, although 53 percent said they believed that other hotels would follow suit. Those respondents were right; Hilton is amending its default cancellation policy to 48 hours without penalty for managed properties and recommending the same for its franchised hotels.

Read more at MeetingsNet

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