Marriott makes number of policy changes

Eloise Hanson Eloise Hanson Uploaded 16 March 2020

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Worldwide: In light of the coronavirus pandemic, Marriott has amended some of its policies to better cater to the health of guests and reassure safe travel.

In an online statement published by Arne Sorenson, CEO of Marriott International, the group outlines ways in which it is managing the impact of coronavirus.

Its cancellation policy has been adapted to help provide customers with greater flexibility. For instance, guests with existing reservations (including those with pre-paid rates) are allowed to make changes or cancel their booking without a charge up to 24 hours prior to arrival.

That said, any changes or cancellations must be made by April 30, 2020. 

For those making new individual reservations between now and April 30, 2020, Marriott is to allow any changes or cancellations at no charge up to 24 hours before a guest’s scheduled arrival date.

Strict cleaning routines are to be carried out across its global portfolio in all guest rooms, public spaces and back of house, with additional support to be offered through staff training on hygiene protocols and COVID-19 awareness.

Marriott Bonvoy Members have also been granted an extension to their loyalty rewards. Points have been paused until August 31, 2020, allowing members time to redeem their points, whereas the expiration date of certain promotions have been pushed back for one year. 

Our hearts and thoughts go out to the people who have been affected by this unprecedented event and we appreciate the healthcare workers, local communities, and governments around the world who are on the front line working to contain this coronavirus,” said Sorensen.

“Please know that we are vigilantly monitoring the COVID-19 situation around the clock and have precautions in place to ensure a healthy stay at any of our hotels across the globe.”

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