Late Cancellation Exemption Guidance for Customer Engagement Centers (CECs)
Franchise Management Companies | We would like to remind you that in order to provide a positive guest experience, associates in the CECs are able to cancel reservations past the cutoff and up to the day of scheduled check in and provide an exception to late cancellation fees under certain guidelines. Exceptions can be granted for the following reasons:
- Guest is a Platinum Elite, Titanium Elite, or Ambassador Elite member
- Travel is being cancelled due to a weather-related travel interruption
- Part or all of the reservation is being paid for with points
However, note that group rates, advance deposit rates, and rates booked through Online Travel Agencies do not qualify for an exemption by the CEC.
Any reservation cancelled with an exception by CEC must be honored and the guest will be refunded at the time of inquiry. Additional information is available on MGS.
We appreciate your support of this effort to ensure CEC associates are empowered to take care of guests under these circumstances.
