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Coronavirus (COVID-19) Information

As a result of the outbreak of novel coronavirus, we understand that you may have questions and concerns around forthcoming travel plans. We are monitoring the situation closely and are here to support you as much as possible to find the best solution for your specific travel plans. We have a dedicated team of Luxury Hotel Specialists available by phone, email or live chat, through most hours of the day.

We are continuing to assess reservations on a case-by-case basis in response to the outbreak, assisting with requests to reschedule or change plans. Many of our rates have flexible cancelation policies and we are liaising daily with our hotel and resort partners for additional flexibility. That said, there are exceptions and each reservation and hotel policy will differ, so our Luxury Hotel Specialists will support all affected customers individually.


How do I cancel a reservation? +

To cancel a reservation, you can (1) contact our team of Luxury Hotel Specialists (2) directly manage your booking online using the link in your confirmation email or (3) if your reservation was tied to your Kiwi Collection account, log in and manage your booking from there.  

 When doing this it is important to:  

  • Verify the cancelation policy to ensure that no penalties will apply
  • Make note of your cancelation number for future reference  
How do I modify a reservation? +

To modify your reservation, you can (1) contact our team of Luxury Hotel Specialists or (2) cancel your booking online and re-book with new rates and availability.  

When doing this it is important to:  

  • Verify the cancelation policy to ensure that no penalties will apply
  • Check availability, rates and cancelation policies for your new dates  
  • Re-book your new reservation first to secure the booking and then proceed with the cancelation  
  • Make note of your cancelation number for future reference  
I have been offered a credit instead of a refund for my reservation. Can I claim a refund? +

Each reservation is unique, and it is ultimately up to the hotel to grant exceptions. Please contact us and we will be happy to work with the hotel to find the best option for you.

It’s important to note also that certain countries have issued government policies that allow hotels to offer credits instead of refunds despite of cancellation policies. Unfortunately there is not much Kiwi Collection can do against these policies, however, please do not hesitate to contact us if you have any questions and we will be happy to assist. 

Current government policies in place:


What type of safety and hygiene measures are hotels taking? +

All of our hotel partners are prioritizing guest safety and diligent measures are being taken. These measures generally include increasing standards of cleanliness and ensuring there is space for proper social distancing. Some hotels are also executing temperature checks and have additional on-site doctors. Each property will have unique measures in place so please feel free to contact the hotel directly if you have specific questions.

To learn about what some of our hotel partners are doing, click here.

I understand some hotels will be operating with limited facilities such as spas, pools and dining outlets. Where can I find this information? +

Our team of Luxury Hotel Specialists are doing their best to keep up with the changes at each property so please do not hesitate to reach out if you have any questions or concerns regarding your stay. If you have an existing booking you can also reach out to the hotel directly for the latest information.

Will Kiwi Perks and Visa Benefits be delivered as per my confirmation letter? +

All benefits should be honored as per your confirmation letter; however, do note that during this time there may be exceptions as some facilities and services may not be available. For example, if the hotel restaurant is closed, breakfast might only be available through room service. 

Upon arrival at a hotel the front desk can clarify this information, but if you would like clarity in advance please contact the hotel for the most up-to-date information. Alternatively, if you are concerned about a particular perk or benefit please contact us directly. 

I’d still like to book a forthcoming trip with you. What do you advise? +

If you decide to book a hotel stay, we strongly suggest that you book one of our rates that has a flexible cancelation policy. Should your plans change, you can then cancel your reservation outside of the cancelation policy to avoid any penalty. If you’d like assistance identifying these rates, and planning for future travels, please contact our Luxury Hotel Specialists. We are here to help.  

Useful Links & FAQs

We’re actively monitoring updates from government travel advisories and recommend the following regularly updated links to stay informed: 

World Health Organization
Centers for Disease Control and Prevention
U.S. Government Travel Advisories
U.K. Government Foreign Travel Advice