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New commercial conditions for individual stays.
We have updated our exceptional commercial policy to reflect recent events related to Covid-19, in line with the measures announced by the governments of each country and impacting our clients' business or leisure travel. Our objective is to guarantee our customers a reinsurance of flexibility and booking comfort for their stay already booked or to come.
1. For existing booking and relating to future stays until May 31st, 2020
For reservations already issued before March 14th, 2020, customers who have booked a non-flexible rate (non-refundable, non-changeable) may either modify (1) their reservation for a future date until May 30th, 2021 without penalty, either be reimbursed free of charge by contacting the hotel directly.
For reservations issued after March 14th, 2020, customers who have booked a non-flexible rate (non-refundable, non-changeable) will be able to change (1) their reservation for a future date until May 30th, 2021 without penalty by contacting the hotel directly.
2. For new bookings and stays on future arrival date
For new bookings made between April 1st and June 30th, 2020 in all countries and all LHG hotels, reservations can be modified (1)or canceled without charge up to 24 hours before arrival date. Customers who have booked a non-flexible rate (non - refundable, non-changeable) benefit from these conditions for any new booking request.
In regions particularly affected by travel restrictions
The measures issued by each country replace the above-mentioned overall commercial policy.
(Ex.) For hotels based in France
For a cancelled stay between March 1st, 2020 and before September 15th, 2020, customers may receive a credit note (2) in lieu of a refund for the total value of their reservation to be used within 18 months (cf. Memorandum Order No. 2020-315 of 25 March 2020).
These measures may apply to customers who have booked via a travel agency, online booking platform or other third-party channel.
For bookings after June 30th, 2020, the regular cancellation policy applies.
(1) Changes to existing reservations will be made based on availability and may be subject to a possible rate adjustment corresponding to the new period of stay.
(2) To cancel the stay and receive a credit, please contact the hotel directly.
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