COVID-19 travel updates

COVID-19 travel updates

 

To help support you at this challenging time we have created this dedicated resource page to provide up-to-date information and assistance

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Bedsonline is monitoring the situation closely and we have created this dedicated resource page where we will be updating our policies regularly. 

We want to reassure you that we are doing everything possible to support you in relation to the impact of COVID-19 on travel bookings, including providing additional staff and resources. 

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Confirmation of Bedsonline COVID-19 Force Majeure Policy and exceptions

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In the best interests of the whole industry and travellers themselves, we have declared a global ‘force majeure’ (subject to regular revision or extension, depending on how the situation evolves) from 17 March (18 March in APAC) until 30 April with the following exclusions: 

Destinations excluded Arrival dates (inclusive) Date cancelled (inclusive)
Domestic North and Latin America March 17th – March 31st March 17th (March 18th APAC) or later
Domestic Guatemala, Nicaragua, Mexico and Cuba March 19th – March 31st March 19th   (March 20th APAC) or later
Domestic, Nicaragua April 01st – April 15th March 23rd or later
Domestic Nicaragua and Mainland China April 16th – April 30th April 01st (April 02nd APAC) or later

 

The above applies to both refundable and non-refundable bookings with the following exceptions (for the time being):  

  • Bookings where the traveller has already arrived at the destination (supplier partners can expect payment for these bookings). 

  • Domestic bookings for Guatemala, Cuba and Mexico cancelled before April 1.  

Please note:  

  • ‘Domestic’ refers to bookings where the both the source country where the booking was made and the destination country are the same. 

  • Bookings cancelled prior to 17th March where a local force majeure was already in place (such as Italy and Spain) will still be processed and fees waived. 

  • However, bookings cancelled when the FM was not applicable will be subject to the approval of the supplier and will be processed in due time (please consider that currently there is a backlog, understandably). 

 

Confirmation of Country Closure  

In addition to the above force majeure, we would also like to notify our partners that we have adapted our systems for those countries whose governments have taken action to force the closure of hotels.

In that sense, we are no longer showing availability at the affected hotels and will be proactively cancelling all accommodation and ancillary services (transfers, car rental, activities & theme parks) bookings. For the moment this includes the following countries and periods (subject to revision and extension):

  Country Arrival from Arrival to
Aklan Province (incl Borocay Isl) (Philippines) March 31st April 14th
Bonito (Brazil) April 01st April 15th
Bulgaria March 20th April 13th
Buzios and Goias (Brazil) March 23rd April 4th
Cyprus March 21st April 30th
Germany March 25th April 13th
Greece March 23rd April 30th
Czech Republic April 01st April 11th
Hamilton Island, Australia March 22nd April 30th
India March 25th April 13th
Italy March 25th April 13th
Luzon Island (incl Metro Manila) & Cebu (Philippines) March 17th April 13th
Malaysia March 27th April 14th
Malta March 27th April 15th
Mauritius March 27th April 02nd
Portugal March 26th April 15th
Praia de Pipa (Brazil) March 31st April 30th
Reunion Island March 27th April 02nd
Santa Caterina (Brazil) April 01st April 07th
Seychelles March 27th April 15th
South Africa March 26th April 16th
Spain March 26th April 11th
United Kingdom March 25th April 13th
Florida Keys March 22nd April 5th
Fort Lauderdale March 23rd May 8th
Miami March 23rd April 22nd
Nevada March 19th April 18th
Zanzibar March 21st April 21st
Zimbabwe April 01st April 20
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How to modify or cancel bookings 

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We strongly recommend using the API and/or web to cancel and/or modify your bookings with us. 

If possible, please avoid calling the customer relationship centre (CRC) as we will process requests for refunds based on closures AND / OR the force majeure within 10 days, however refunds can take up to 30 days to process, due to external dependencies (increased volumes at banks and merchant suppliers).

Remember: all cancelations must be made before the guest arrives – otherwise we cannot guarantee a refund.

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How to contact our call centre for urgent inquiries

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Please be aware that we are experiencing very high levels of calls in our operations centres. We have put in place additional staff and extra shifts to cope with the demand; nonetheless understandably it is taking longer than usual to attend to inquiries and we are a truly grateful for your patience. 

If you need to contact the support centre, only do so for bookings with arrival in the next 72 hours. This allows us to prioritise our resources on the more urgent cases – something that is in everyone’s interest.

For bookings with arrival NOT in the next 72 hours: wherever possible we would like to ask you to hold back on contacting our call centres at the moment and use the API / web instead to modify or cancel your bookings. 

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COVID-19 useful resources

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For up-to-the-minute information on Coronavirus we recommend the following websites:

Previous updates

Q&A section

The force majeure situation does not apply to guests that were already in the destination at the time the force majeure was declared – and therefore hotels will receive payment for those guests.

This is a fast evolving situation and we´ll be placing regular updates here on this web page.

We are experiencing significantly higher than normal call volumes in our centres around the world due to the situation and have already deployed extra teams and resources. However, we are taking longer than normal to handle an inquiry and we would like to thank all our partners for their patience.

Wherever possible we would like to ask partners to hold back on contacting us about bookings that are not for immediate arrival (less than 72 hours). This allows us to prioritise our resources on the more important cases and that is something that is in everyone’s interest.

Wherever possible please use the self-service tools on the website or API for BOTH cancelations AND modifications. We will process refund requests due to travel restrictions or Force Majeure in the 10 days following the cancellation.

The vast majority of our staff can work remotely and our operations centres are based across many different offices around the world, operating on a ‘follow the sun’ basis with the option to switch calls to different centres if required. Therefore, we can offer continued support to partners in every conceivable scenario.

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A message for our client partners

 
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We fully understand that this is a really challenging time for everyone in the industry and we are committed to doing everything we can to support you. 

We value your partnership greatly and would like to thank you for your understanding and support.