Information regarding the Coronavirus

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Important information regarding the coronavirus

Updated 13 hours ago

Last updated: 30 March 2020

If you are a guest, please visit the guest customer support website.

We advise impacted partners to regularly check this article for further updates.


Table of contents:

1. Conditions of Force Majeure/Forced Circumstances

2. Reservations where Force Majeure (FM) conditions apply

3. The cancellations process


1. Conditions of Force Majeure/Forced Circumstances

The safety of our partners and guests is of utmost importance. As a result of the official travel advice received from Government organisations about the coronavirus disease (COVID-19), guests are unable to travel to or stay at accommodations located in areas that are severely affected.

In addition, international travel restrictions are placed on travellers who have recently been in areas severely affected by the coronavirus (in most cases, within the last 14 days). These restrictions can include bans on entry, mandatory quarantine on arrival, or the suspension of on-arrival visas.

As a result, to protect the health of our partners and guests in regard to coronavirus, we have declared Force Majeure/Forced Circumstances (FM).

In addition to the below-mentioned countries or regions, FM also covers individual cases where restrictions make it impossible, illegal or prevent guests from travelling to or staying at the accommodation (in accordance with the applicable General Delivery Terms).

We expect partners to refund any prepayment and waive any cancellation costs (fees, expenses and/or other amounts) in situations where the guests/travellers requested cancellations as a result of Force Majeure. Booking.com will waive the commission in these cases.


2. Reservations where Force Majeure (FM) conditions apply

Please note that FM policies apply only to cancellations made after the introduction of the relevant travel restrictions. 

FM conditions also apply in countries or regions other than those mentioned explicitly below, for instance in (but not limited to) situations where reservations are:

  • by travellers who have been to an area affected by coronavirus and are prevented from travelling as a result
  • by travellers who have been banned from entering the country they intended to travel to
  • by travellers who face suspension of on-arrival visas
  • made at properties who have closed their doors, either by their own choice or through regulatory requirement. Please note the property has the responsibility to inform impacted guests and ensure they are fully refunded for any cancelled stay

Oceania

Australia:

(1) All reservations made for properties in Australia with a check-in date between 20 March 2020 and 7 April 2020 (including).

(2) All reservations made for properties in or travellers from Australia with a check-in date between 25 March 2020 and 7 April 2020 (including). Domestic travel in Tasmania is included in the Force Majeure conditions between 25 March 2020 and 7 April 2020.

French Polynesia:

All reservations made for properties in French Polynesia with a check-in date between 23 March 2020 and 5 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

New Caledonia:

All reservations made for properties in New Caledonia with a check-in date between 24 March 2020 and 6 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

New Zealand:

(1) All reservations made for properties in New Zealand by foreign travellers with a check-in date between 19 March 2020 and 2 April 2020 (including). Exceptions are made for citizens of Samoa and Tonga, under essential travel conditions. Domestic travel is excluded from the Force Majeure conditions.

(2) All reservations made for properties in or travellers from New Zealand with a check-in date between 19 March 2020 and 8 April 2020 (including). Domestic travel in New Zealand is included in the Force Majeure conditions.

Vanuatu:

All reservations made for properties in Vanuatu with a check-in date between 24 March 2020 and 6 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions. 


Asia 

Brunei:

All reservations made for properties in or by travellers from Brunei with a check-in date between 24 March 2020 and 6 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Cambodia:

All reservations made for properties in Cambodia by travellers from the United States, France, Germany, Italy and Spain with a check-in date between 23 March 2020 and 15 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

China (Mainland):

All reservations made for properties in or by travellers from Mainland China with a check-in date between 1 April 2020 and 14 April 2020 (including), with the exception of residents from Taiwan, Hong Kong and Macau. Domestic travel is excluded from the Force Majeure conditions.

Hong Kong:

All reservations made for properties in Hong Kong by non-Hong Kong residents, and by residents of mainland China, Macau and Taiwan who have visited a foreign country 14 days prior to entering Hong Kong, with a check-in date between 25 March 2020 and 7 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

India:

All reservations made for properties in or by travellers from India with a check-in date between 13 March 2020 and Wednesday 15 April 2020 (including). Domestic travel in India is included in the Force Majeure conditions.

Indonesia:

All reservations made for properties in Indonesia by travellers from China, Iran, Italy, Vatican City, Spain, France, Germany, Switzerland or the UK, or travellers who have been in these countries 14 days prior to entering Indonesia, with a check-in date between 20 March 2020 and 3 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Japan:

All reservations made for properties in Japan by travellers from certain regions in China, South Korea, Iran, Italy, Switzerland and Spain and the entirety of San Marino and Iceland, with a check-in date between 23 March 2020 and 5 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Note: all regions are known by Customer Service agents.

Macau:

All reservations made for properties in Macau by non-Macau residents, and by residents of mainland China, Hong Kong and Taiwan who have visited a foreign country 14 days prior to entering Macau, with a check-in date between 24 March 2020 and 6 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Malaysia:

All reservations made for properties in or by travellers from Malaysia with a check-in date between 18 March 2020 and 31 March 2020 (including). Malaysian citizens and their families are allowed to enter the country. Domestic travel in Malaysia is included in the Force Majeure conditions.

Maldives:

All reservations made for properties in the Maldives by travellers from mainland China, Iran, South Korea (certain regions only), Italy, Bangladesh, Spain, Ile-de-France, Grand Est of France, Germany (certain regions only), Malaysia, United Kingdom and Sri Lanka, with a check-in date between 23 March 2020 and 5 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Note: all regions are known by Customer Service agents.

Myanmar:

All reservations made for properties in Myanmar with a check-in date between 30 March 2020 and 30 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Philippines:

All reservations made for properties in or by travellers from the Philippines with a check-in date between 23 March 2020 and 13 April 2020 (including). Domestic travel in the Luzon Region of the Philippines is included in the Force Majeure conditions.

Singapore:

(1) All reservations made for properties in Singapore by travellers from Italy, France, Spain or Germany, with a check-in date between 16 March 2020 and 31 March 2020 (including).

(2) All reservations made for properties in Singapore with a check-in date between 24 March 2020 and 6 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

South Korea:

All reservations made for properties in or by travellers from one of the following locations in South Korea: Daegu and Cheongdo County, with a check-in date on or before 31 March 2020. Domestic travel in these locations is included in the Force Majeure conditions.

Taiwan:

All reservations made for properties in Taiwan with a check-in date between 23 March 2020 and 5 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.


Europe, Middle East and Africa

Entry into the European Union and Schengen Zone:

All reservations made for properties within the European Union and all 26 Schengen Member States *) by travellers from outside this area (worldwide except UK and Ireland) with a check-in between 20 March 2020 and 13 April 2020, unless the purpose of travel is for specified purposes.

Austria:

All reservations made for properties in Austria by non-EU**, non-Schengen* and UK citizens with check-in date between 16 March 2020 and 13 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Belgium:

All reservations made for properties in or by travellers from Belgium with a check-in date between 18 March 2020 and 5 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Cyprus:

All reservations made for properties in Cyprus, with a check-in date between 16 March 2020 and 30 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Czech Republic:

(1) All reservations made for properties in the Czech Republic by travellers from China, Iran, Italy, South Korea, France, Spain, Germany, Switzerland, Norway, Denmark, Netherlands, Sweden, United Kingdom, Belgium, Austria with a check-in date between 14 March 2020 and 11 April 2020 (including).

(2) All reservations made for properties in the Czech Republic with a check-in date between 16 March 2020 and 11 April 2020 (including). Domestic travel is included in the Force Majeure conditions between 24 March and 1st April.

Denmark:

All reservations made for properties in Denmark with a check-in date between 14 March 2020 and 13 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

France:

All reservations made for properties in or by travellers from France and the French territories, with a check-in date between 17 March 2020 and 15 April 2020 (including), excluding travellers able to travel based on the exceptions made by the French government. Domestic travel is included in the Force Majeure conditions.

Finland:

All reservations made for properties in Finland with a check-in date between 16 March 2020 and 13 April 2020 (including). Domestic travel in the Uusimaa region between 27 March 2020 and 19 April 2020 is included in the Force Majeure conditions.

Germany:

All reservations made for properties in Germany by travellers from non EU**/Schengen* countries and France, Austria, Luxembourg, Switzerland and Denmark, with a check-in date between 18 March 2020 and 19 April 2020 (including). These conditions only apply to leisure travel: business travel is excluded. Domestic travel is included in the Force Majeure conditions.

Greece:

All reservations made for properties in Greece by travellers from EU**/EFTA*** countries, with a check-in date between 18 March 2020 and 18 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Hungary:

All reservations made for properties in Hungary with a check-in date between 17 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions. 

Israel:

All reservations made for properties in Israel with a check-in date between 12 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Italy:

All reservations made for properties in or by travellers from Italy with a check-in date on or before 3 April 2020. Domestic travel is included in the Force Majeure conditions.

Morocco:

All reservations made for properties in or by travellers from Morocco with a check-in date between 19 March 2020 and 2 April 2020 (including). Domestic travel in Morocco is included in the Force Majeure conditions, except for business travellers.

Norway:

All reservations made for properties in Norway with a check-in date between 13 March 2020 and 13 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Poland:

All reservations made for properties in Poland with a check-in date between 15 March 2020 and 13 April 2020 (including). Domestic travel is included in the Force Majeure conditions between 24 March 2020 and 11 April 2020.

Portugal:

All reservations made for properties in Portugal by non-EU**, non-Schengen* and UK citizens, with a check-in date between 16 March 2020 and 2 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Romania:

All reservations made for properties in Romania by travellers from non EU**/EFTA*** countries with a check-in date between 22 March 2020 and 16 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Russia:

All reservations made for properties in Russia with a check in between 18 March 2020 and 1 May 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Saudi Arabia:

All reservations made for properties in Saudi Arabia with a check-in date between 15 March and 29 March 2020 (including). Domestic travel is included in the Force Majeure conditions between 21 March and 3 April.

Slovakia:

All reservations made for properties in Slovakia with a check-in date between 14 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

South Africa:

All reservations made for properties in South Africa with a check-in date between 26 March 2020 and 16 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Spain:

All reservations made for properties in or by travellers from Spain (including Canary Islands and Balearic Islands), with a check-in date between 14 March 2020 and 12 April 2020 (including), excluding travellers carrying out activities listed in article 7 of the official governmental decree. Domestic travel in Spain is included in the Force Majeure conditions.

Switzerland:

(1) All reservations made for properties in Switzerland by travellers from Italy, Germany, France, Austria, Spain and by travelers from states outside of EU**/EFTA*** with a check-in date between 19 March 2020 and 2 April 2020 (including).

(2) All reservations made for properties in Switzerland by all travellers except those from Liechtenstein, with a check-in date between 26 March 2020 and 2 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Turkey:

(1) All reservations made by travellers from Turkey to properties in China, South Korea, Iran, Italy, Germany, France, Spain, Norway, Denmark, Austria, Sweden, Belgium or the Netherlands with a check-in date between 14 March 2020 and 17 April 2020 (including).

(2) All reservations made for properties in Turkey by travellers from China, South Korea, Iran, Italy, Germany, France, Spain, Norway, Denmark, Austria, Sweden, Belgium or the Netherlands with a check-in date between 14 March 2020 and 17 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

United Arab Emirates:

All reservations made for properties in UAE, with a check-in between 19 March 2020 and 2 April 2020 (including). UAE citizens are excluded from the Force Majeure conditions. Domestic travel is excluded from the Force Majeure conditions.

United Kingdom:

All reservations made for properties in the United Kingdom, with a check-in between 23 March 2020 and 13 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Ukraine:

All reservations made for properties in Ukraine with a check-in date between 16 March 2020 and 3 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

* Schengen area: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland.

** EU: Austria, Italy, Belgium, Latvia, Bulgaria, Lithuania, Croatia, Luxembourg, Cyprus, Malta, Czechia, Netherlands, Denmark, Poland, Estonia, Portugal, Finland, Romania, France, Slovakia, Germany, Slovenia, Greece, Spain, Hungary, Sweden, Ireland.

*** EFTA: Iceland, Liechtenstein, Norway, Switzerland.


North and Latin America

American Samoa Island:

All reservations made for properties in American Samoa Island with a check-in date between 24 March 2020 and 6 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Argentina:

All reservations made for properties in Argentina by travellers from US, Japan, South Korea, EU countries and Schengen countries *) with a check-in between 14 March 2020 and 11 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Aruba:

All reservations made for properties in Aruba with a check-in date between 16 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Bahamas:

All reservations made for properties in the Bahamas by travellers from the United Kingdom, Ireland, the European Union + Schengen countries *), China, Iran and South Korea, with a check-in date between 19 March 2020 and 8 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Bermuda:

All reservations made for properties in and travellers from Bermuda, with a check-in date between 22 March 2020 and 21 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Bolivia:

All reservations made for properties in and travellers from Bolivia, with a check-in date between 17 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Bonaire:

(1) All reservations made for properties in Bonaire by travellers from the EU** and Schengen* area, the United Kingdom, Switzerland, China, South Korea and Iran, or by travellers from Bonaire to these countries, with a check-in date between 15 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

(2) All reservations made for properties in Bonaire by travellers from the United States, Canada, the Dominican Republic and Colombia, or by travellers from Bonaire to these countries, with a check-in date between 15 March 2020 and 27 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Brazil:

All reservations made for properties in Brazil with a check-in date between 27 March 2020 and 27 April 2020 (including). Domestic travel for specific regions in Brazil between 23 March 2020 and 6 April 2020 is included in the Force Majeure conditions.

Canada:

All reservations made for properties in Canada by all travellers except those from Canada and USA, with a check-in date between 17 March 2020 and 30 June 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Cayman Islands:

All reservations made for properties in or by travellers from Cayman Islands, with a check-in between 22 March 2020 and 12 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Chile:

All reservations made for properties in Chile with a check-in date between 18 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Colombia:

All reservations made for properties in Colombia with a check-in date between 16 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Costa Rica:

All reservations made for properties in Costa Rica with a check-in date between 19 March 2020 and 12 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Cuba:

All reservations made for properties in Cuba by all travellers except for Cuban citizens and residents, with a check-in date between 23 March 2020 and 22 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Curaçao:

All reservations made for properties in or by travellers from Curaçao with a check-in date between 16 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Dominican Republic:

All reservations made for properties in or by travellers from Dominican Republic with a check-in date between 19 March 2020 and 2 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Ecuador:

All reservations made for properties in or by travellers from Ecuador with a check-in date between 17 March 2020 and 5 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

El Salvador:

All reservations made for properties in or by travellers from El Salvador with a check-in date between 16 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Guatemala:

All reservations made for properties in or by travellers from Guatemala with a check-in date between 16 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Guyana:

All reservations made for properties in Guyana with a check-in date between 18 March 2020 and 1 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Honduras:

All reservations made for properties in or by travellers from Honduras with a check-in date between 16 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Panama:

All reservations made for properties in Panama with a check-in date between 17 March 2020 and 31 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Paraguay:

All reservations made for properties in or by travellers from Paraguay with a check-in date between 18 March 2020 and 12 April 2020 (including). Domestic travel is included in the Force Majeure conditions.

Peru:

All reservations made for properties in Peru with a check-in date between 15 March 2020 and 30 March 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Saint Kitts and Nevis:

All reservations made for properties in or by travellers from St. Kitts/Nevis with a check-in date between 25 March 2020 and 7 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Saint Lucia:

All reservations made for properties in St. Lucia with a check-in date between 23 March 2020 and 5 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Suriname:

All reservations made for properties in Suriname with a check-in date between 14 March 2020 and 12 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Turks and Caicos Islands:

All reservations made for properties in or by travellers from Turks & Caicos with a check-in date between 24 March 2020 and 23 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

United States:

(1) All reservations made for properties in the United States by travellers from all 26 Schengen countries, or travellers who have been in the Schengen area *) fourteen days before entering the US, with a check-in date between Saturday 14 March 2020 and Tuesday 14 April 2020 (including).

American citizens, US permanent legal residents and their families are excluded from the travel ban.

(2) All reservations made for properties in the United States by travellers from Ireland and the UK, or travellers who have been in these countries fourteen days before entering the US, with a check-in date between Tuesday 17 March 2020 and Tuesday 14 April 2020 (including). American citizens, US permanent legal residents and their families are excluded from the travel ban. Domestic travel is excluded from the Force Majeure conditions.

  • Isle of Palms (South Carolina): All reservations made for properties in Isle of Palms with a check-in date between 26 March 2020 and 30 April 2020 (including). 
  • Myrtle Beach (South Carolina): All reservations made for properties in Myrtle Beach with a check-in date between 28 March 2020 and 30 April 2020 (including).
  • North Myrtle Beach (South Carolina): All reservations made for properties in North Myrtle Beach with a check-in date between 27 March 2020 and 30 April 2020 (including).
  • Sanibel (Florida): All reservations made for properties in Sanibel with a check-in date between 28 March 2020 and 24 April 2020 (including).

Uruguay:

All reservations made for properties in Uruguay by travellers from the European Union and Argentina with a check-in date between 20 March 2020 and 14 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.

Venezuela:

All reservations made for properties in Venezuela by travellers from the European Union, Panama and Dominican Republic, or by travellers from Venezuela with a check-in date between 14 March 2020 and 14 April 2020 (including). Domestic travel is excluded from the Force Majeure conditions.


3. The cancellations process

  1. Should a guest look to cancel or modify the dates of a reservation, either through our website, our self-service tool or via Customer Service, we will facilitate the completion of that action.  
  2. By using the self-service app, guests can cancel the reservation themselves without requiring additional actions from either the property or Booking.com.  
  3. If a guest reaches out to your property to request a cancellation or a rescheduling of their reservation, you can handle this request yourself. There is no need to refer guests to our Customer Service Center. Information on how to handle these reservations can be found here.

We will continue to monitor the situation closely to ensure the safety of all partners and guests and will update this communication regularly.

If you have any questions, you can reach us 24/7 via your extranet inbox.