Hotel cancellations happen. What really matters for those in the hospitality industry is how they are handled when they do.
Is Coronavirus a boon for direct bookings?
Many travelers with standing reservations haved endured horrible customer experiences as they tried to cancel for a full refund or get some form of credit due to the Coronavirus pandemic. Those sentiments might outlast the virus itself and will influence which channels customers select once travel resumes in earnest.
