How To Cancel Non-Refundable Hotel Reservations

Here's how to cancel your non-refundable hotel reservation if you're affected by COVID-19 or another crisis.

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Happy travel times: At a hotel in Hawaii

So you rolled the dice and took a chance on a non-refundable hotel reservation. We see these kinds of tempting promotions all the time. They're usually $5 to $25 cheaper than their counterparts, the "book now, pay later" deal. Sometimes the price difference isn't enough to tempt you but other times the savings really add up so you throw caution to the wind and click "pay now!" After all, it's just not feasible that you'd *ever* miss your trip, right?

No one expects to be caught up in a global pandemic like COVID-19. Or to get stuck a thousand miles away by a hurricane or blizzard. Who anticipates that their surgical appointment will suddenly be moved up? And hey, it's not like anyone expected the groom to runaway with the bridesmaid a week before the wedding, did they? Yet here you are. Hotel booked and paid for. And you're not going to be there. Gotta kiss that money goodbye, right? Your coronavirus hotel booking is a disaster, is it not? Maybe not.

This is my totally-not-guaranteed-but-not-exactly-hopeless-either guide to finding a financial solution when you've booked a non-refundable hotel reservation you need to bail on.

Who to call first

In Concord, New Hampshire, on a $200 travel challenge.

Whenever possible, I think you should call the hotel directly. Not the hotline, not the third party booking agent. Deal with the real people on the ground, who have the strongest decision making power. 

My second choice would be the national hotel hotline and my third choice would be the third party booking agent. Of course, it's entirely possible that the hotel will tell you that you need to deal with someone else. Particularly during the COVID-19 crisis many properties are turning over the logistics of mass cancellations to their third-party agents (like Expedia and Booking.com). That's okay. Remember, this is a game of patience. Thank them and get their name and direct line before you hang up.

The first exception to this rule is when you book with a travel agent. Sometimes the might of their office might move mountains for you. But if they can't or won't help, don't despair! Start with the hotel directly.

The second exception to this rule is when you've seen publicized information from a third party booking agent acknowledging a public crisis like COVID-19 that gives you straight forward information on how to cancel or change bookings. When there is a clear path, take it. What we're talking about here is circumstances where no clear path exists. 

Be kind!

Checking into a hotel in Brussels

Start from a position of warmth and respect. At the best of times, many hotel employees are underpaid and overworked. Imagine what it's like when there's a public health crisis or national emergency. Call them by their name. Be patient and kind. You catch more flies with honey than vinegar.

Plan your script

Working late at night in Traverse City, Michigan

Calmly and briefly explain your situation. I suggest you write out a script. Consider something like "My name is Vanessa and I'm calling you from Ottawa. I'm one of the many travelers affected by ABC event. I have a reservation starting on XYZ under the following booking number. I want to discuss what my options are".

Here's a bit of an awkward truth but I'll give it to you straight. Most people are HORRIBLE at presenting a clear, calm, concise narrative. They don't have their booking number on hand. They include useless details. They go on and on about how someone else couldn't help them. Absolutely none of this helps. Write a script!

Solutions, solutions, solutions

In our hotel room in Orvieto, Italy

Be prepared with possible solutions. Obviously, you first choice is likely a full refund but that might seem unlikely (though not impossible - we'll chat more about that soon!) At a certain point, you'll have to make a time-for-money value assessment. Do you want to argue for months or would you be happy with a credit for a future visit? Would that credit be for one specific property or any within the chain? Can that credit be transferable or in the form of a gift card?

Is there any other solution that could work for you under difficult circumstances? What about a nice pile of rewards points that are as good as a free night in the future? What about upgrade coupons or credits for a dining room or a spa?

SO many travelers walk away in frustration complaining that a hotel wouldn't do anything for them. This isn't true! You only presented one possible solution. You didn't give them anything to work with. You might be surprised at what you can get if you are creative in your possible solutions.

Again, make a script - and do your homework. If you read that the hotel is opening up a new wine bar next summer, maybe they'd welcome you back with a generous credit to enjoy that new feature. Maybe they'd be open to you donating your "solution" to a friend in the area if you can't use it yourself.

Thankfully, during the COVID-19 health crisis, many major brands are being open and flexible and working with travelers to extend the courtesy of no-penalty cancellations and changes. My colleagues wrote a great piece about how to contact third party booking agents to cancel your reservations during this public health crisis.

Pull yourself together

Ryan - the ultimate travel kook! - in our Concord hotel room

One thing you do NOT want to do during your conversation is dwell on horrible circumstances. Do you really think the hotel staff wants to hear about your kidney stones? Can they possibly be unaware of the crazy snowstorm that has your city stranded? When it comes to COVID-19, hotels got the memo long before you - and they've been hearing distressing stories all day long. 

​Here's another bit of harsh truth. When people talk about distressing circumstances, they tend to ramble on like a bit of a kook. Hey, no judgement. I'm including myself here. But nobody likes a kook. You want to respect the time and emotional well-being of hotel staff. As such, you need a script to explain your situation in a way that elicits sympathy but in no way makes you sound like dingbat. You want to sound like their dream guest who has happened upon unfortunate circumstances. 

Your savvy second play

Checking out an extra deep bathtub in London, Ontario

Let's say you were patient and kind and had a script and solutions and you get.... nowhere. I'm going to assume that the employee you've been chatting to really *is* reasonable and wants to help but they just aren't authorized to make big decisions. Or maybe they're a total jerk. Either way, it's time to take things to the next level. Forget screaming "I want to talk to your manager"! That's a guarantee they're going to put you on hold and tell the supervisor you're a total nightmare before they pass you over.

What you want to say is "I totally get you're stuck here. Can you transfer me to A. Jones, the sales director, so I can discuss what kind of solutions they've been authorized to offer?"

Now, does the average person know who the sales director of a hotel is? Heck no! But you do. Because you're patient and you're focused on solutions. And you've been a sneaky-sneak and you've done a bit of internet research. You've not only found out who the hotel sales director is on LinkedIn, you've also scooped out their Instagram and you know their favourite ice cream flavor and how they take their coffee. 

Of course, you've got a script for A. Jones as well. It talks about how amazing the junior level employee was, it emphasizes how crushed you are that you won't be able to visit as planned, and it outlines your possible solutions.

The art of the follow up

We do love a well stocked mini-fridge!

Why are you doing this over the phone and not on email? Because people HATE being on the phone (it's not just introverts like me!) They associate it with tasks that need resolution. And when they hear your kind, polite, professional, polished voice, they'll instantly identify you as someone they want to help, because you are clearly the kind of guest they want to have.

But there's a place for email, especially if someone says they'll have to look into things and get back to you. If you hear that, IMMEDIATELY email them when you conclude your phone conversation to recap the conversation and state when you'll be following up with them - 48 hours is reasonable.

Pivot, pivot, pivot

Our private hotel balcony in Volterra, Italy - one of our favourite spots

Remember, you never, ever truly know the reason someone tells you a "yes" or a "no. When you hear that "no" - and it's rather likely you will - don't stress. They very well may have wanted to give you a yes. They probably found your circumstances very compelling and your solutions more than reasonable. But they can't exactly articulate that their boss is breathing down their neck or that the pressure to keep bookings above a certain level is unbearable. Don't give up on the climb when you're only at the first step.

Like I mentioned, you can call the national office and repeat the process. I recommend doing all of this while organizing your dresser drawers so your time is well spent. Remember, every time you reach out to the call center, you'll get a different person. If you don't get results, just politely hang up, drink a bit of wine or espresso, and try again. And again!

You can also reach out to your travel insurance provider. It's a long stretch but perhaps there's an element in your circumstances that entitles you to compensation. You can also try your credit card company. You never know when you might get lucky. (Marriott Bonvoy typicallyallows refunds 24 hours before you arrive. It may be worth it to always book something fully refundable.)

Social media is your friend

Relaxing in Zurich's old town

In general, I'm NOT a fan of online rants. Yelling at the hotel's representatives on Twitter isn't exactly a good look. But, curiously, I've often heard that travellers who've struck out repeatedly with hotel staff and national hotlines get fast results from social media staff. Chalk it up to the fact that many hotel brands are adverse to any kind of negativity online and the social media support staff often have customer-appeasing powers that other staff can only dream of. It's worth a shot. Just remember your plan (following your script) and your focus (solutions!)

A few final tips

Catching some sleep in Zurich

A few final tips to maximize your success: If possible, avoid calling individual hotels at any time other than early afternoon. Morning guests have checked out, afternoon guests haven't yet arrived and you're not interrupting anyone's lunch hour or delaying them from going home. 

Don't lie. Hotels totally know if you're not a super loyal customer. Don't make up stories in a bid to win extra sympathy. Everyone can spot a phony. 

Don't be a jerk on Trip Advisor or social media - now or ever. You think they don't take a quick look at your profile while they're figuring things out? 

Finally, be philosophical. You're safe and sound and the worst thing that's happened is that you're not going to be staying in a hotel. That's okay. 


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