In this time of uncertainty, one thing we know for sure is that the novel coronavirus (COVID-19) has had a major impact on travel—including hotel stays. Because we know the situation has created challenges for everyone, we’ve been able to negotiate with our travel partners to waive cancellation penalties and refund existing hotel bookings through April 30, 2020 or provide a full-cost voucher allowing you to rebook in the future. Have an upcoming hotel stay you need to postpone or cancel? Here’s everything you need to know including answers to your most frequently asked questions.
RELATED: Find more information on COVID-19 travel changes here.
A step-by-step guide to hotel cancellations
If your hotel stay was scheduled to begin before April 30, 2020:
- If your hotel stay begins within the next 24 hours, please contact us immediately.
- If your hotel stay begins more than 24 hours from now you can: Cancel with no penalty and you will be eligible for a full refund; or, in some cases, a voucher from us equal to the total price plus taxes and fees allowing you to rebook the original property within the next year.
What you’ll need to get started:
- Locate your itinerary number from your confirmation email or your My Trips page.
- Have your travel dates, email and phone number used to make the booking handy.
Follow these steps:
- Cancel online using My Trips to access your booking and follow the instructions from your itinerary to cancel.
- Cancel using Chat. Click the blue Chat Now button from the My Trips or our customer service page. The virtual agent will guide you through the process of cancelling your booking and can answer other questions you may have
- Complete the Cancel Request Form. Fill out this form using the itinerary number, email, and phone number from your booking. After submitting the form the cancel request will be processed.
- If your hotel stay begins within the next 24 hours, click the Contact Us button on this page to speak directly with an agent.
Frequently asked questions
- Should I cancel through you or contact my hotel directly? We are working closely with our hotel partners to update lodging policies as quickly as possible. If you booked a hotel stay through our site or app, we recommend starting your cancellation or change with us first unless directed otherwise by a Travel Advisor or the property directly.
- My hotel is closed due to COVID-19. What do I do now? Even if the property you have booked on our site is closed due to COVID-19, our agents can assist you with processing a change or cancellation. Please follow the normal steps to cancel.
- What if I reserved a vacation rental? If you booked a vacation rental and your confirmation number begins with HA, see the Coronavirus vacation rental page. For all other vacation rentals, access your booking from the My Trips page and follow the instructions to cancel.
- What if my hotel is part of a vacation package? Travelers with a vacation package should cancel each component of their trip separately. For example, if you reserved a hotel + flight vacation package, please follow the above steps to cancel your hotel and visit our flight page FAQ for instructions on cancelling your airline tickets.
- Why can’t I get a refund? Travelocity follows the policies of its hotel partners. In situations where we have been unable to negotiate a refund policy, we are offering a voucher from us equal to the total price + taxes and fees allowing you to rebook the original property within the next year.
- When will I get my refund? Refunds may take up to 30 days to process at this time. Please check your bank or card statements within this timeframe before calling.
- I tried all of the options above and still can’t cancel my hotel. If none of the above options were successful in cancelling your hotel stay, you may attempt to cancel directly with the hotel
- Will I have to pay a fee or penalty to change or cancel my reservation? We have worked closely with our travel partners to waive cancellation fees for hotel stays booked before March 19, 2020 for travel through April 30, 2020.
- But what if I have travel insurance? Can I get a refund then? Check your policy to see if unforeseen events like COVID-19 are covered. You may have the option to file a claim with the insurance provider. Please note that a refund is not guaranteed in this instance. If you still wish to cancel your hotel stay through Travelocity you may do so.
- My hotel stay begins after April 30, 2020. Can I still cancel? Hotel policies are changing daily due to COVID-19. Please wait and check back closer to your stay date for the latest policies. If you do want to cancel today, you can do so from the My Trips page, but please be aware that all normal cancellation penalties will apply.
- If I book a hotel between now and April 30, will I be automatically eligible for this policy? The policy currently applies to existing bookings through April 30. We strongly suggest travelers search for and book a refundable hotel rate for any upcoming travel.
Travelocity Editors
Latest posts by Travelocity Editors (see all)
- Why some airline refunds take so long - March 18, 2022
- Save $1,000 on these popular family vacation destinations during Daylight Saving Time - March 4, 2021
- 4 season’s greetings from the Travelocity Roaming Gnome (VIDEO) - December 16, 2020
Travelocity compensates authors for their writings appearing on this site; such compensation may include travel and other costs.
I have been unsuccessful is getting any type of hotel refund from Travelocity, My event was cancelled due to Covis-19..don’t need to hotel. Been on the phone for hours trying to get hold of a real person.
I am now out of work due to the virus, every penny counts right now.
I seem to just get the run around from Travelocity..never would I use them again, such awful customer service!
good Luck getting answers from anyone at Travelocity. All I get is a robot voice saying reservation has been cancelled, no further action needed.
Really?? What about my refund??
I have tried to cancel directly with the hotel and they said it must be done through Travelocity. The hotel I would like to cancel is the Roadway Inn, Zion National Park, 650 W. State Street, Hurricane, UT. The booking number that I have is not correct. The dates are May 21 & 22, 2020. The hotel phone is 435-635-4010
Wehave a package and didn’t realize hotel is no refundable. Trip is to start April 17-21. Can we still get a hotel credit or what happens? We got insurance and thought it was for the package.
My fishing trip in Alaska was canceled by the outfitter due to covid 19 problems. My flight has been canceled itinerary # 7521460354870. I need to also cancel a hotel room at Inlet Tower Hotel, Anchorage itinerary #7521481373788. Your system just does not complete the process and times out repeatedly.
I cancelled with a travelocity agent was told I would get a full refund in 7 day s .. it has been 3 weeks and no refund .. do not use travelocity..
Travelocity agent made a mistake an cancelled my whole itinerary. I don’t want voucher I want a damn refund ruined my whole trip!!
my trip to Austin april2-6 2020 was cancelled due to covid nation shut down. airlines gave me credit but Hampton inland Travelocity state no refund no credit. itinerary 7495269209814 confirmation 93669182. Hampton inn says im a third party reservation and Travelocity won’t refund
Really liked the post you posted . it just isnt that easy to discover even remotely good posts toactually read (you know.. really READ and not simply browsing through it like a zombie before going to yet another post to just ignore), so cheers man for not wasting my time on the god forsaken internet.
The absolute worst customer service. Where do you put in the reservation that it is non-refundable reservation. Honestly you should have a seperate box to check for that. I have jumped through every hoop to get a refund. The hotel has approved, you have the waiver. I spoke to your agent today who said the people I talked to did not work there. So we did a 3way call and I spoke to the GM of the hotel. She confirmed the cancellation, she confirmed the 2 people I spoke to do actually work there. Your agent lied to me several times on the phone. After the 3 way call with the hotel, she magically had the ability to process the refund on the spot and send me a receipt. Why did I have to wait 10 additional days, why did I have to get to a point of complete frustration, and why will I never use Travelocity again. You have a piss poor business model and the customer service is horrible.
I was searching on the net for some info since yesterday night and I at last found this! This is a great webpage by the way, but it looks a little difficult to read from my android phone.