It is not uncommon for business cancellations as a result of a pandemic outbreak. ORHMA has consulted with industry to provide feedback on cancellation procedures and practices in response to COVID-19.
The following suggestions are to be taken as recommendations only and each situation should be treated on a unique basis to ensure customer loyalty.
Cancellation Practices in a Pandemic Situation:
- If the cancelled business derived from an infected destination, it is suggested to cancel the business at no charge.
- If the cancelled business is rebooked at the same location, it is suggested to waive cancellation fees.
- If the cancelled business is cancelled at the last minute, it is suggested to charge only the costs incurred by the property such as food costs instead of potential charges lost.
- Offer cancellation flexibility for future bookings as an incentive to avoid lost business such as free cancellations or no charges to changes.