COVID-19 Important Booking Information

As a result of the ongoing COVID-19 pandemic, we understand that you may have questions and concerns around forthcoming travel plans. We continue to monitor the situation closely and are here to support you as much as possible to help find the best solution for your specific travel plans. Visa Concierge are available by phone to assist you.

Here are some general recommendations if you plan to travel, followed by some frequently asked questions.


  • Actively monitor updates from government travel advisories, including the U.S. Department of State, the World Health Organization and the European Centre for Disease Prevention as sources of information.
  • Since each destination has unique policies in place, review guidelines and restrictions in your travel destination.
  • Check the hotel’s specific guidelines and policies. We recommend verifying this information a few days in advance of your arrival to get the latest information. For example, some hotels may require proof of vaccination for check-in.

Note: If you’re due to travel to a destination that is identified as or becomes an avoid travel zone, we will work with you closely to help rearrange your plans. Customers can contact us and speak directly to a Visa Concierge.  


Will my Visa Premium benefits be delivered as per my confirmation letter? +

During this time, in light of ongoing changes to government ordinances and hotel policies, there may be restrictions or closures of hotel facilities including food and beverage, spa and others. Such restrictions or closures may inhibit the hotel’s ability to fulfill some of the Visa Premium benefits as stated in your confirmation letter. The front desk will clarify this upon arrival and may offer alternatives when available. If you need information in advance, please contact your Visa Concierge or if you have an existing reservation you can contact the hotel directly for the most up-to-date information.

Please note: During COVID-19 (until further notice), we are unable to match rates through our Best Available Rate Guarantee.

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

The Visa Luxury Hotel Collection team is doing their best to keep up with the changes at each property so please do not hesitate to reach out to your Visa Concierge if you have any questions or concerns regarding your stay. If you have an existing reservation you can also reach out to the hotel directly for the latest information.

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

Each property will have unique measures in place so please feel free to contact the hotel directly if you have specific questions. Please note that in most hotels, masks will be mandatory and, in some cases, proof of vaccination and/or a negative COVID test may be required.

How do I cancel a reservation? +

To cancel a reservation, you can (1) contact Visa Concierge 2) directly manage your booking online using the link in your confirmation email or (3) if your reservation was tied to your Visa Luxury Hotel 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 (see below if so) 
  • Make note of your cancelation number for future reference

Please note that cancellations penalties may apply based on the cancellation policy on your confirmation letter.
During this time we recommend, when possible, to book flexible cancellation rates.

How do I modify a reservation? +

To modify your reservation, you can (1) contact Visa Concierge 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 (see below if so)
  • 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