Customer Care
A Message To Our Customers On COVID-19
As we face this unique moment in history as one global community, the employees of The Leading Hotels of the World are thinking of you, our valued guests, and wishing you health and safety.
The situation surrounding the outbreak of COVID-19 is changing rapidly. We encourage you to stay informed of the guidance provided by the World Health Organization and your local health authorities.
Our Healthy Stays Commitment
For more than nine decades, The Leading Hotels of the World has been at the forefront of creating the highest standards that have set the bar for worldwide luxury hospitality. The passionate hoteliers of our independent, family-led hotels have welcomed guests for generations with remarkable care. It is with this same commitment that we are elevating our cleanliness standards and protocols at our more than 430 hotels with our Healthy Stays program:
Expert Medical Guidance: Leading Hotels has collaborated with Dr. Michael Kotler of RemoteMD, Dr. Alan Neuman of ProHealth Environmental, and John Kosmeh Ph.D., a FEMA Emergency Response Trainer to develop Best Practice Guidelines specifically for our independent hotels. These guidelines for COVID-19 disinfection ensure our hotels are taking the steps necessary to create the safest possible environment for their guests and employees.
Gold Standard Cleanliness Accreditation: To certify our global portfolio of hotels meet a higher level of cleanliness and safety, we have partnered with Global Biorisk Advisory Council (GBAC), a Division of ISSA, the worldwide cleaning industry association, to provide GBAC STAR™ facility accreditation. This is a performance-based accreditation program that helps facilities establish a comprehensive system for cleaning, disinfection and infectious disease prevention. Hotels must demonstrate compliance with 20-elements regarding documented work systems, protocols and procedures to achieve the prestigious accreditation. GBAC is composed of international leaders in the field of microbial-pathogenic threat analysis, mitigation, response, and recovery. They provide accreditation to government, commercial and private entities to prepare and respond to biorisk situations. GBAC has supported premier airports, public venues, hospitals and sports stadiums worldwide.
Enhanced Hygiene Standards: Leading Hotels assurance of cleanliness is a continuation of the meticulous standards member hotels have abided by for nearly a century. Leading Hotels has partnered with Leading Quality Assurance (LQA) to develop new hygiene standards for hotel audits. These enhanced hygiene standards will be added to the more than 800 standards already in place by LQA to evaluate our hotels. These new standards will include social distancing practices, employee access to hand sanitizer throughout the hotel, and a documented process to check employee temperature.
Changes to your stay
With new travel restrictions being put in place on an almost daily basis, it is likely that you will need to make adjustments to your upcoming itineraries. Please know that our dedicated reservations specialists are available around the clock to help you with those changes or cancellations.
Our promise to you
If a hotel is unable to issue you a refund or hotel credit for a stay through September 30, 2020, we will provide you with a Leaders Club points credit equal to the value of the cancelled stay to be used towards a future reservation. Even if you are currently not a member of our loyalty program, we will ensure you are able to use these Leaders Club points credits when booking a future stay.
This pandemic will change the way we travel in the future. But one thing, we are certain, will remain the same: your unshakable passion for exploring what makes this world so special. Venturing beyond the guidebooks. Making connections with like-minded people. And seeking out what is truly uncommon.
When you are ready to travel, trust that our family of independent luxury hoteliers will be ready to welcome you with open arms.
Thank you for placing your trust and travel in us.
Warm Regards,
Shannon Knapp, President & Chief Executive Officer
For further information on the impact of the Coronavirus (COVID-19), please visit:
• World Health Organization
• Center for Disease Control and Prevention
• US Department of State
If you have made a booking through LHW.com or Leading Hotels’ Reservation Centers that you would like to amend please contact our regional reservation offices listed below for support. Requests for a cancellation or modification are evaluated based on the individual hotel’s change policy.
For additional support send us an email and we will be happy to assist you.
Telephone Support
United States, Canada, Puerto Rico, &
U.S. Virgin Islands
Web Support: (1-800) 745-8883 toll free
Voice Reservations: (1-800) 223-6800 toll free
Austria, Belgium, France, Germany, Ireland, Spain, Switzerland, The Netherland and UK
Web Support: 00-800-1010-1111
Voice Reservations: 00-800-2888-8882
Other Countries
Corporate Headquarters
The Leading Hotels of the World, Ltd.
485 Lexington Ave, New York, NY 10017 U.S.A.
Email: info@lhw.com
Essential Contacts
