The influx of daily developments regarding the evolving situation with the Coronavirus (COVID-19) has caused a time of uncertainty for many travelers. The health and safety of our customers remains our top priority. During this time of uncertainty, we want you to know we are here for you. Whether you are anticipating your upcoming reservation, need to cancel a reservation or have questions about cruising, flying, renting a car, or staying at a hotel or resort—all travel service providers are rapidly responding to the situation—addressing concerns, answering questions and making adjustments for more flexible vacation options.
We are proactively trying to reach all of our members with travel itineraries impacted due to the Coronavirus (COVID-19) situation to provide cancellation information and options. You should receive communication from us very soon.
If you wish to cancel one of your upcoming reservations, you may complete this form to start the cancellation process.
Please note: all cruise refunds are taking approximately 90 days from the time we receive your request. All hotel, resort, flight and car refunds are taking approximately 30 days from the time we receive your request.
We are experiencing extremely high call volume and it may be difficult to get your questions answered quickly. However, we want you to have peace of mind so we created this helpful resource to answer your questions.
We’d like to thank you for your continued confidence as we all navigate through this unprecedented time.
When can I expect my refund for my cancelled reservation?
For Cruise:
All refunds are taking approximately 90 days from the time we receive your request.
You may complete this form to start the cancellation process.
For Hotel, Resort, Car, Air:
Please note: all refunds are taking approximately 30 days from the time we receive your request.
You may complete this form to start the cancellation process.
Longer than normal hold times
We are experiencing extremely high call volume with longer than normal holds at this time. As we strive to provide you the highest level of customer service, we appreciate your patience and understanding. If you are not traveling within the next 30 days, we recommend calling back at a later time, or you can email us at Cruiseservice@ourvacationcenter.com
Travel Ban
On Wednesday, March 11, 2020, President Trump announced a travel ban from continental Europe. This suspension applies to all foreign nationals physically present in the Schengen Area of Europe in the 14-day period prior to attempted entry into the U.S. These countries include Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom.
On Friday, March 20, 2020 President Trump announced restrictions of all nonessential travel between Mexico and Canada that will go into effect on Saturday, March 31, 2020.
See below for more information.
Level 4 Travel Advisory
The U.S. State Department, on March 19, announced a Level 4 travel advisory applying to all international travel and instructing all Americans abroad to either return to the United States or prepare to “remain abroad for an indefinite period,” given the global threat of the coronavirus outbreak. The Level 4, “Do Not Travel,” is the most severe warning.
Many countries are experiencing COVID-19 outbreaks and implementing travel restrictions and mandatory quarantines, closing borders, and prohibiting non-citizens from entry with little advance notice. Airlines have cancelled many international flights and several cruise operators have suspended operations or cancelled trips.
U.S. citizens who remain abroad should follow the U.S. Centers for Disease Control and Prevention (CDC) and local health authorities’ guidance for prevention, signs and symptoms, and treatment for COVID-19. U.S. citizens remaining abroad should shelter in place as much as possible and limit contact with others, including large gatherings. Consider stocking up on food and other supplies to limit movement outside the home. If the situation deteriorates further, the ability of the U.S. Embassy to provide assistance to U.S. nationals abroad may be limited, depending on country.
Those traveling abroad should register for the Smart Traveler Enrollment Program (STEP). The Smart Traveler Enrollment Program is a free service that allows U.S. citizens traveling or living abroad to receive the latest security updates from the nearest U.S. embassy or consulate.
Benefits of enrolling in STEP:
Travelers should also review and follow the Centers for Disease Control’s guidelines for the prevention of coronavirus.
Common Questions and information surrounding the Coronavirus (COVID-19) for travelers with upcoming reservations
What precautions should I take?
What steps can travelers take to protect themselves from the Coronavirus (COVID-19)?
Leading health authorities are urging the same personal best practices that are standard for a typical flu season, such as the following:
Source: U.S. Centers for Disease Control and Prevention; World Health Organization
For specific information about cancellation policies for your cruise, hotel or resort, air or car please, as well as a list of Official Health and Association Websites see below.
With enhanced security measures advised by government agencies like the Center for Disease Control (CDC) and the World Health Organization (WHO), cruise lines are proactively increasing communications to passengers with upcoming bookings regarding medical advisory tips, sanitization efforts and advanced health screenings.
Due to unforeseen recent events impacting some cruise lines, many operators have temporarily suspended itineraries and have cancelled sailings. For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.
Cruise Lines International Association (CLIA) Announces Voluntary Suspension in U.S. Cruise Operations
The temporary suspension took effect at 12:00AM EDT on March 14, 2020.
We are proactively trying to reach our members to provide options.
We are experiencing high call volume and it may be difficult to get your questions answered quickly. We are offering chat services online for our customers and members with cruise reservations and you can always email us at: Cruiseservice@ourvacationcenter.com
When can I expect my refund for my cancelled reservation?
For Cruise:
Please note: all refunds are taking approximately 90 days from the time we receive your request.
You may complete this form to start the cancellation process.
Have questions about an upcoming reservation that has not been cancelled?
Due to the high volume of calls we are receiving from customers with cancelled reservations, please email us with any questions about your reservation at Cruiseservice@ourvacationcenter.com
What should I expect when I board my cruise?
To ensure the safety of all guests, cruise lines have enhanced their preventative screening process for embarkation. Including robust outbreak prevention and response plans, including procedures to provide care for and isolate passengers and crew if needed.
Additionally, all guests may be subject to random screening at any time while aboard. If a guest exhibits signs of illness, temperature screenings will be taken and medical support provided as needed.
How will I know if my cruise itinerary is impacted by the virus?
We are working closely with the cruise lines to keep you informed about the Coronavirus outbreak and how it may affect some of our members’ travel plans. As cruise lines announce cancellations or changes to their itineraries, we will reach out to you via email and/or phone if your sailing has been impacted. A travel agent will discuss your options and assist you with next steps on your booking.
For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.
Can I cancel my cruise if my itinerary is impacted?
Some impacts are more significant than others. If your sailing is cancelled due to a travel advisory, we will notify you and work with you to make any cancellations or changes.
Some itineraries are adjusted by the cruise line with a simple port change within the itinerary. If the cruise line cancels your itinerary entirely, they may give you credit for a future cruise, or perhaps a full refund. For more information, you can visit the cruise line website for the most up-to-date policies.
You may complete this form to start the cancellation process.
Please note: all refunds are taking approximately 90 days from the time we receive your request.
For Cruise Reservations
If the cruise line has cancelled or postponed your sailing, we are working with them to process your paperwork. Most cruise lines are requesting 90 days from the time your request is received to process cancellations. We are working diligently to notify you regarding any refund or future cruise credit. We will contact you with all relevant information as soon as we are able to process the cancellation and obtain the complete details from the cruise line.
If you need to cancel a cruise reservation that is not scheduled to sail within the next 14 days, we ask that you please wait until closer to your embarkation date to contact us so we can focus on customers with immediate needs.
If you are scheduled to embark within 14 days, please complete this form.
You will receive a confirmation of receipt email with your submission number and we will process your cancellation and contact you within 90 days from the time we receive your request regarding any potential refunds or future cruise credits that may be available. Most cruise lines have adopted temporary flexible cancellation policies. Visit your cruise line website for up to date information on their specific cancellation policies. For a list of cruise lines that have postponed sailings and their cancellation policies, please click here.
For Hotel Reservations
Are you trying to get a refund for your Hotel reservation?
Most major hotels and Hotels are being very flexible during these challenging times. For existing reservations many are waiving change fees, will allow full changes, cancellation without a charge, or offering full refunds - based upon dates of travel and or where you are traveling. Please check with the hotel website for the most up-do date information.
If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.
Please note: all hotel refunds are taking approximately 30 days from the time we receive your request.
If you have requested a cancellation, received a hotel closure or have received notice of a Future Hotel Credit (FRC):
No action is needed on your part. We have taken steps to expedite handling of your cancellation. If your hotel reservation was cancelled because the hotel is closed, or because of covid-19 cancellation request, we have issued you a Future Hotel Credit.
How do I get my refund?
You will receive notice when your refund has been processed. Any Future Hotel Credits will be deposited directly to your account.
Is there a next step for me?
No. We will be contacting you in the coming weeks to help you plan your next Hotel reservation.
What is a Future Hotel Credit?
To help our members during this challenging time we have implemented a program to assist with your cancelled hotel reservation and help with planning your next Hotel Vacation. We have been working with our hotel partners as well to implement this program and look forward to lending a hand when you are ready to plan your next vacation.
Future Hotel Credits are calculated based on the amount you paid out of pocket for your cancelled reservation less the cost of cancellation waiver and any usage of vacation cash, points, or savings credits if applicable.
For hotel reservations without cancellation waiver, which typically are non-refundable, we have issued Future Hotel Credits to help cover the cost of your cancelled booking.
For reservations with cancellation waiver, we have issued you a Future Hotel Credit, a 25% Bonus Future Hotel Credit, and a Future Cancellation Waiver Credit.
If you feel you are eligible for a refund, or would like to discuss different arrangements, please contact us. We appreciate your patience during this unprecedented time. We are experiencing high call volume and longer wait times due to the current environment.
Where do I find my Future Hotel Credit Amount?
You can find the details of what has been deposited into your membership account on your hotel cancellation notification and online.
Login to your online account and navigate to the “My Account” link in the upper right-hand section of your homepage. Click that link and scroll down to see your “My Cash” section.
How can I use my Future Hotel Credit?
You can call us when you are ready to plan your next vacation. However, we appreciate your patience during this unprecedented time. We are experiencing high call volume and longer wait times due to the current environment. We will be contacting you in the coming weeks to help you plan your next Hotel Vacation. Future Hotel Credits can only be redeemed over the phone.
What can I use my Future Hotel Credit For and When Does it Expire?
Your Future Hotel Credit can be applied towards the purchase of your next Hotel Vacation when you book the same hotel, or within the same family of hotels if available, you booked on your cancelled reservation.
Your Future Hotel Credit is good until December 31, 2020. You must book your travel using your Future Hotel Credit before it expires.
You can apply your Future Hotel Credit toward the cost of a new reservation. You will be responsible for any additional charges over the amount of your Future Hotel Credit.
If any balance remains on your Future Hotel Credit, the remaining balance will not be refunded to you, has no cash value, and will expire if not used. Your account must be active and in good standing to use your Future Hotel Credit. If you cancel your booking that was made using any amount of Future Hotel Credit, the Future Hotel Credit will be the last funds applied against any cancellation penalty, as applicable.
If any balance remains, you may use your Future Hotel Credit towards a purchase of a future cruise, hotel, tour, or car reservation if available within your membership. Future Hotel Credits may not be used for air travel. Other terms and conditions may apply.
How Can I Use My Future Cancellation Waiver Credit?
You may use your Future Cancellation Waiver Credit on your next Hotel Vacation booked through us. Your Future Cancellation Waiver Credit may only be used once. If your future Hotel Vacation booked using this Cancellation Waiver Credit is cancelled, standard cancellation rules will apply as found on your hotel reservation receipt confirmation terms and conditions.
If you used a hotel certificate to book your cancelled booking:
Reactivation has already occurred. Your certificate can be used to book your next Hotel Vacation before December 31, 2020, or your original certificate expiration date, whichever is longer.
If you used Vacation Cash, Points, or Savings Credits to book your cancelled booking:
Reactivation has already occurred and can be used to book your next Hotel Vacation any time before December 31, 2020.
For Resort Reservations
Are you trying to get a refund for your Resort reservation?
Most major resorts and Resorts are being very flexible during these challenging times. For existing reservations many are waiving change fees, will allow full changes, cancellation without a charge, or offering full refunds - based upon dates of travel and or where you are traveling. Please check with the resort website for the most up-do date information.
If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.
Please note: all resort refunds are taking approximately 30 days from the time we receive your request.
If you have requested a cancellation, received a resort closure or have received notice of a Future Resort Credit (FRC):
No action is needed on your part. We have taken steps to expedite handling of your cancellation. If your resort reservation was cancelled because the resort is closed, or because of covid-19 cancellation request, we have issued you a Future Resort Credit.
How do I get my refund?
You will receive notice when your refund has been processed. Any Future Resort Credits will be deposited directly to your account.
Is there a next step for me?
No. We will be contacting you in the coming weeks to help you plan your next Resort reservation.
What is a Future Resort Credit?
To help our members during this challenging time we have implemented a program to assist with your cancelled resort reservation and help with planning your next Resort Vacation. We have been working with our resort partners as well to implement this program and look forward to lending a hand when you are ready to plan your next vacation.
Future Resort Credits are calculated based on the amount you paid out of pocket for your cancelled reservation less the cost of cancellation waiver and any usage of vacation cash, points, or savings credits if applicable.
For resort reservations without cancellation waiver, which typically are non-refundable, we have issued Future Resort Credits to help cover the cost of your cancelled booking.
For reservations with cancellation waiver, we have issued you a Future Resort Credit, a 25% Bonus Future Resort Credit, and a Future Cancellation Waiver Credit.
If you feel you are eligible for a refund, or would like to discuss different arrangements, please contact us. We appreciate your patience during this unprecedented time. We are experiencing high call volume and longer wait times due to the current environment.
Where do I find my Future Resort Credit Amount?
You can find the details of what has been deposited into your membership account on your resort cancellation notification and online.
Login to your online account and navigate to the “My Account” link in the upper right-hand section of your homepage. Click that link and scroll down to see your “My Cash” section.
How can I use my Future Resort Credit?
You can call us when you are ready to plan your next vacation. However, we appreciate your patience during this unprecedented time. We are experiencing high call volume and longer wait times due to the current environment. We will be contacting you in the coming weeks to help you plan your next Resort Vacation. Future Resort Credits can only be redeemed over the phone.
What can I use my Future Resort Credit For and When Does it Expire?
Your Future Resort Credit can be applied towards the purchase of your next Resort Vacation when you book the same resort, or within the same family of resorts if available, you booked on your cancelled reservation.
Your Future Resort Credit is good until December 31, 2020. You must book your travel using your Future Resort Credit before it expires.
You can apply your Future Resort Credit toward the cost of a new reservation. You will be responsible for any additional charges over the amount of your Future Resort Credit.
If any balance remains on your Future Resort Credit, the remaining balance will not be refunded to you, has no cash value, and will expire if not used. Your account must be active and in good standing to use your Future Resort Credit. If you cancel your booking that was made using any amount of Future Resort Credit, the Future Resort Credit will be the last funds applied against any cancellation penalty, as applicable.
If any balance remains, you may use your Future Resort Credit towards a purchase of a future cruise, resort, tour, or car reservation if available within your membership. Future Resort Credits may not be used for air travel. Other terms and conditions may apply.
How Can I Use My Future Cancellation Waiver Credit?
You may use your Future Cancellation Waiver Credit on your next Resort Vacation booked through us. Your Future Cancellation Waiver Credit may only be used once. If your future Resort Vacation booked using this Cancellation Waiver Credit is cancelled, standard cancellation rules will apply as found on your resort reservation receipt confirmation terms and conditions.
If you used a resort certificate to book your cancelled booking:
Reactivation has already occurred. Your certificate can be used to book your next Resort Vacation before December 31, 2020, or your original certificate expiration date, whichever is longer.
If you used Vacation Cash, Points, or Savings Credits to book your cancelled booking:
Reactivation has already occurred and can be used to book your next Resort Vacation any time before December 31, 2020.
For Air Reservations
Are you trying to cancel or get a refund for your flights?
Most major airlines are waiving change fees for travelers with flights to restricted areas. Some of the airlines are waiving fees to other destinations or are allowing travelers to make one-time changes with no penalties. If you have booked your flights with us, you can speak with an air rep. If you have booked your flights through the cruise line, their policy will be the same as the policy on your current itinerary. Please check with the airline’s website for the most up-do date information.
If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.
Please note: all air refunds are taking approximately 30 days from the time we receive your request.
For Rental Car Reservations
Are you trying to cancel or get a refund for your rental car reservation?
The car rental can be cancelled as long as it has not been picked up at the Car Rental Agency. With most Car Rental Agencies, you will not be charged if you have not picked up your car. Please check with the rental car company’s website for the most up-do date information.
If your reservation is nonrefundable but, you would like to cancel because this is a Coronavirus (COVID-19) related claim, you should complete this form to start the cancellation process. Should we need more information, an agent will reach out to you. Otherwise we will process your request and send you a confirmation once it is completed.
Please note: all car rental refunds are taking approximately 30 days from the time we receive your request.
International Travel Ban Continued
The United States Government’s policy goes into effect at 11:59 p.m. Eastern Daylight Time on March 13, 2020 but does not apply to persons onboard a flight scheduled to arrive in the United States that departed prior to 11:59 p.m. Eastern Daylight Time on March 13, 2020. The United States Government has stated that they intend for this policy to be in place for the next 30 days.
Are you trying to cancel or get a refund for your rental car reservation?
This DOES NOT apply to U.S. citizens, U.S. permanent residents, their children or spouses.
While not prohibited from entering the United States, these travelers who have been to the Schengen Area may be required to return to the U.S. through selected airports where enhanced screening procedures have been established.
Official Health and Association Websites
Center for Disease Control Coronavirus Home Page:
https://www.cdc.gov/coronavirus/index.html
Prevention and Treatment:
https://www.cdc.gov/coronavirus/2019-ncov/about/prevention-treatment.html
World Health Organization Coronavirus Home Page:
https://www.who.int/health-topics/coronavirus
Cruise Lines International Association (CLIA) COVID-19 FAQ’s
https://cruising.org/-/media/Media%20Kit/CV/Cruise%20Industry%20COVID-19%20Policy%20FAQs%204%20Mar
CLIA Statement on COVID-19
https://cruising.org/-/media/Media%20Kit/CV/TFS6727-COVID-19_Factsheet_01
For more information:
Cruising is OK if you are Healthy