As the COVID-19 situation continues, the travel industry is experiencing and reacting to new and complex challenges. As always, our focus at Egencia is to understand our customers’ needs, evaluate the possibilities and provide solutions to help our customers. We've been working closely with our suppliers—including hotel partners—to ensure that travellers have the most up-to-date information when booking or planning during these unprecedented times.

Addressing hotel closures

With the ongoing COVID-19 situation, we've seen sudden and frequent changes to hotel policies and availability, with some hotel partners required to close temporarily. This may affect a current or near-term corporate hotel booking that you have. Together with our partners, we're taking proactive measures to minimise any disruptions to business travel caused by these hotel closures.

To prevent you and your corporate travellers from booking hotels that we know are closed, we've introduced the following measures:

• The hotel search in our online booking tool will display closed properties as NO RATES AVAILABLE. These hotels will be sorted and displayed below hotels that are currently open, so you know to avoid them.
• If we know that a hotel is going to be closed during your reservation, we’ll contact you via a traveller email at the email address in your profile and let you know that your business travel reservation has been cancelled.

We will update the information on hotel closures as soon as we have new information. However, there will be times where a change may have happened very suddenly, so we encourage you to contact your booked hotel before travelling, to confirm that it's still in operation.

Looking forwards

Our goal is to help our customers to navigate carefully and safely through this incredibly challenging time. Throughout the COVID-19 crisis, we have reacted quickly and will continue to do so to support your business travel needs as fully as possible.

If your booked hotel is still operating and you need to cancel a reservation, please log in to your booking from the app or browser. Visit the Egencia help centre for further updates on travelling during the COVID-19 pandemic.

In response to the evolving status of upcoming hotel reservations affected by COVID-19, Egencia is providing our customers with reports that allow them to quickly see the cancellation policy and hotel chain flexibility of active hotel bookings. The reports can be found on the reporting home page.

We also recommend that you become a member of our Egencia Connect community to discover our latest news and share business travel tips and best practices with your peers. Our community is currently only available in English, but anyone comfortable with English is encouraged to join.