COVID-19 Important Booking 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 help find the best solution for your specific travel plans. Visa Infinite Concierge are available by phone to assist you.

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 cancellation 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 Visa Infinite Concierge will support affected customers individually.

Here are some general ways we are managing the situation, followed by some frequently asked questions.

  • We are actively monitoring updates from government travel advisories, including from the Government of Canada, World Health Organization and the European Centre for Disease Prevention as sources of information.
  • 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 Infinite Concierge. Please note that we expect heavier than normal call volumes so hold times may vary.
  • Our priority is the wellbeing of our customers and we will continue to support those traveling or with concerns over their travel plans as best as possible.


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 Infinite 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 Infinite 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.

How do I cancel a reservation? +

To cancel a reservation, you can (1) contact Visa Infinite 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
How do I modify a reservation? +

To modify your reservation, you can (1) contact Visa Infinite 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
I need to cancel or modify a reservation that will incur a charge (i.e. within the cancelation period). What shall I do? +

If a reservation is within a cancelation policy, please contact us directly for assistance. We will do our best to work with the hotel and find an appropriate solution. 

During this time, the hotel may be willing to offer additional flexibility such as having the penalties waived, keeping a credit for a future stay or re-booking for future dates. We are treating each reservation that falls within a cancelation policy or incurs a fee on a case-by-case basis, as this decision will be at the hotel’s discretion. 

My Visa Luxury Hotel Collection reservation is to a destination that presently has no travel restriction but have some concerns. Should I cancel? +

The circumstances around COVID-19 are ever-changing, so we recommend monitoring the situation to check that your chosen destination will be safe for travel. Please consider as well that if you are choosing to travel, services and facilities may be limited at the destination due to government restrictions or safety precautions. If you would like to consider postponing or changing your trip as a precaution, Visa Infinite Concierge will gladly review your options. 

I’d still like to book a Visa Luxury Hotel Collection reservation for a future check-in/stay date. 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 Visa Infinite Concierge. We are here to help.