COVID-19 Travel Updates

Phoentrix is monitoring the situation closely and we have created this dedicated resource page where we will be updating our policies regularly.

We want to reassure you that we are doing everything possible to support you in relation to the impact of COVID-19 on travel bookings, including providing additional staff and resources. "

To help support you at this challenging time we have created this dedicated resource page to provide up-to-date information and assistance

Disclaimer concerning future bookings:

Please be aware that local government measures and guidelines put in place by individual travel services providers – including hotels, transfer, car rental, theme parks, tours, events and other ancillaries – are leading to social distancing measures to protect travellers.

Therefore it is likely that hotel guests may find that some facilities – for example the swimming pool, gym area, or buffet halls – will understandably not be available; equally travellers with tickets for theme parks, tours and other activities might find some elements have been adapted or removed; and in the case of multi-day tours different restrictions could be imposed by different local authorities (nonetheless we will endeavor to provide the most accurate and up-to-date information).

We apologise for any inconvenience these unavoidable changes may cause.

Lockdown destinations

These destinations are currently considered to being under restrictions seen as a complete “lockdown” of the country. Therefore, as an exception, if customers are unable to travel to and from these countries then also non-refundable rates and Last-Minute will be considered Force Majeure. However customers MUST cancel their bookings where they are unable to travel BEFORE check-in for Force Majeure to be applied.

Country: Austria; Date from: 03/11/2020; Date to: 18/05/2021

Country: United Kingdom; Date from: 21/12/2020; Date to: 16/05/2021

Country: Turkey; Date from: 06/04/2020; Date to: 17/05/2021

Closure of destinations

Please note that the following destinations are closed based on governmental decisions and therefore will automatically be considered as force majeure for the date range listed and these bookings are the only bookings that will be pro-actively cancelled from Hotelbeds. This table is updated regularly.

Country: Grand Cayman; Date from: 29/10/2020; Date to: 31/05/2021

How to modify or cancel bookings

We strongly recommend using the API and/or web to cancel and/or modify your bookings with us.

Use the new feature in the Bookings panel (for web customers): you will see a notification next to all bookings where at least one of the services is affected by our Force Majeure, meaning that you will know if the cancellation fees will be waived or not.

If possible, please avoid calling the customer relationship centre (CRC) as we will process requests for refunds based on closures AND / OR the force majeure within 10 days, however refunds can take up to 30 days to process, due to external dependencies (increased volumes at banks and merchant suppliers).

Remember: all cancelations must be made before the guest arrives – otherwise we cannot guarantee a refund.

How to contact our call centre for urgent inquiries

Please be aware that we are experiencing very high levels of calls in our operations centres. We have put in place additional staff and extra shifts to cope with the demand; nonetheless understandably it is taking longer than usual to attend to inquiries and we are a truly grateful for your patience.

If you need to contact the support centre, only do so for bookings with arrival in the next 72 hours. This allows us to prioritise our resources on the more urgent cases – something that is in everyone’s interest.

For bookings with arrival NOT in the next 72 hours: wherever possible we would like to ask you to hold back on contacting our call centres at the moment and use the API / web instead to modify or cancel your bookings.