Understanding the relocation process

In the unlikely event that a property can no longer honor a booking, a relocation will be required.

Situations which could lead to relocation include:

• Property maintenance reducing the number of rooms available

• Property closures

• Overbooking at the property

Here’s how the relocation process typically works:

1. We contact you

As soon as we’re notified by the property that relocation is needed, our specialist Reservation Services team will reach out to you.

2. You let us know what the traveler wants

To ensure Reservation Services provide you with the best alternative properties, they’ll ask you to identify the traveler’s key reasons for making the original booking. For example, did your traveler want a spa break, a room with a sea view, a city break with a central location, etc. Understanding the traveler's needs will help locate a suitable alternative property.

If no reasons are provided, Reservation Services will find an alternative based on:

• The best match to original property in quality (i.e. 5 star, amenities, etc.)

• The best match in location to original property (i.e. within 1 mile)

3. You confirm the alternative property

Reservations Services will let you know about the best alternative properties available, at which point it’s time for you to confirm whether the traveler is happy with one of the options.

Note: If you choose to opt-out of the relocation process, you'll be refunded 100% of the original booking amount. The cost of making a new booking will then be with you, so you won't be able to claim a refund for the cost of the new booking.

As a reminder, relocations occur when the property cannot honor the booking. The traveler can only request a relocation if the property does not meet health and safety standards, which should be documented and evidenced for follow-up investigation.

Lastly, if the property has not notified us in advance of the need to relocate the booking and your traveler has arrived at the property, reach out to our agent support on your given phone number. Our agent support will transfer you to Reservation Services who will attempt to rectify the issue with the property before providing relocation services to your traveler.