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Travel Information: COVID-19 Update

We are closely monitoring the Centers for Disease Control and Prevention and World Health Organization’s statements regarding the novel coronavirus (COVID-19) cases and following guidelines from these agencies and the local health departments.

The wellbeing of our guests and associates is of paramount importance. 

Our Commitment to Cleanliness:

We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and associates. On a daily basis, we are working to ensure that we meet the latest guidance on hygiene and cleaning. Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from handwashing hygiene and cleaning product specifications to guest room and common area cleaning procedures. Specific steps we are taking include:

Associate Health, Safety and Knowledge: Hotel associates – and their own health, safety and knowledge – are essential to an effective cleaning program. Here are some ways we’re supporting them:

·       Hygiene: Proper and frequent handwashing is vital to help combat the spread of viruses. In our daily meetings, our teams are reminded that cleanliness starts with this simple act. It’s important for their health and that of our guests.

·       Ongoing Training: In addition to training on housekeeping and hygiene protocols, hotel associates are also completing enhanced COVID-19 awareness training.

·       Real Time Information: Coury Hospitality’s teams are on standby 24/7 to support the hotels and coordinate with local and regional authorities.

Cleaning Products and Protocols: Our hotels use cleaning products and protocols which are effective against viruses, including:

·       Guest Rooms: Hotels use cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items. 

·       Public Spaces: Hotels have increased the frequency of cleaning and disinfecting in public spaces, with a focus on the counter at the front desk, elevators and elevator buttons, door handles, public bathrooms and even room keys.

·       Back of House: In the spaces where associates work “behind the scenes,” hotels are increasing the frequency of cleaning and focusing on high-touch areas.

 

Our Cancellation Policy:

In response to changing marketplace conditions, we are committed to ensuring our customers experience flexibility during these challenging times.

We are implementing the following policies:
 

·       For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, we will allow full changes or cancellation without a charge up to 24 hours prior to arrival,* as long as the change or cancellation is made by June 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences.

·       For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and June 30, 2020, we will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date.* Please note that changes to the reservation will be subject to availability and any rate differences.

 

Please note that this policy does not apply to travel associated with a Group booking. For guests with Group reservations (e.g., for meetings, events or conferences), please review the booking rate rules and contact the group organizer for more information.

*Important Information:

·       Some exclusions may apply. May exclude periods with special event restrictions or peak demand weeks. Please refer to the property’s Rate Details for applicable terms or exceptions, if any, when booking or changing reservations.

·       Individual (transient) guestroom reservation refunds of any kind (e.g., cash or credit voucher) may take up to 90 days from the date of cancellation to be processed. The form and timing of refund may be subject to applicable laws where each hotel is located.

·       For group organizer questions on terms and conditions of group contracts, please contact the hotel.

 

For Our Marriott Bonvoy Members:

Travel is a way of life for our Marriott Bonvoy members. It is the way we connect, get inspired and evolve our business every day. While it is the right thing to do, it’s been hard not to be able to travel. We know that when you get back in the air and on the road, your points and status will be important to you.

·       Status Extension: We want you to be able to enjoy the status that you earned in 2019. With that in mind, the status you earned in 2019 will be extended to February 2022.

·       Points Expiration: To provide you ample time to redeem points, the expiration of points will be paused until February 2021. At that time, your points will only expire if your account has been inactive for at least 24 months.

·       Suite Night Awards (SNAs): We have extended the expiration of suite night awards by one year from December 31, 2020 to December 31, 2021.

·       Free Night Award (FNA): Members who currently have an active Free Night Award (FNA) expiring in 2020 as part of their credit card benefit, annual choice benefit, promotions or travel package will be able to use it through January 31, 2021.