Questions and Answers

Hi Lucky,

I am looking for some advice on how to ask the Steinberger Frankfurter Hof to accommodate a rebooking due to the Covid-19 outbreak, when they have already told me no.

I booked a 1-night stay in Frankfurt for mid-April as I was taking my wife on a trip to Italy, and decided to fly Singapore Suites (JFK-FRA) before continuing on to Florence the next day, followed by Rome later in the week. As all of Italy is in quarantine and the last thing we want to do is get there and not be able to see any of the sites, we are rescheduling everything. As most was booked on points (with the exception of the Steinberger), there have not been any issues in rebooking for late September.

My only challenge has been the Steinberger Hof, which says I can only receive a 10% refund of the cash booking and that rebooking is not allowed. Is there any sense if Steinberger is going to issue a policy on rebookings due to Covid-19? Is there any recourse I have besides eating the $360+ charge?

Thank you for any advice,
Long time follower and fan.

Welcome [USER=6443]@DougEZ[/USER],
A couple of years ago I stayed at the Steigenberger airport hotel in FRA and had to cancel the stay (1 night) and change the dates of an inflexible rate. Although it is a different property and under very different circumstances (a fault of mine when booking rather than an ongoing pandemic), they didn’t offer me a refund per se, but rather a 25 or 30% discount on the new booking. You could try again and emphasize interest in a discount in your future booking rather than a full refund or date change under the same booking.

Good luck!