Hotel and Tour Cancellations During Unrest: A Guide
When protests and strikes make the news, the phones at hotels, guesthouses and tour companies start ringing with the same request: "Can I cancel?" How you answer affects your cash flow, your reviews and whether those guests ever come back. This playbook helps small hospitality and tour businesses handle cancellations during unrest fairly, consistently and without draining the bank account.
Key takeaways
- Start from your published terms and the law that applies, then decide where to be more generous.
- Offer rebooking and credit before refunds where your terms allow it, and make it attractive.
- Use one clear, calm message for all guests, updated as official information changes.
- Protect cash flow: track cancellations daily, talk to suppliers and check what your insurance covers.
As of late October 2026, France is going through a period of protests and strikes. A nationwide day of action against the cost of living on 17 October 2026 saw clashes, burned vehicles and damaged or looted shops in several cities including Paris, Lyon, Lille and Marseille, and partial curfews were imposed in some areas afterward. Yellow vest groups announced actions on 24 and 31 October, and five unions called a national day of strikes and demonstrations on 5 November. The Louvre closed during the unrest, according to Skift, and search interest in "is it safe to travel to Paris now" broke out in October 2026, according to Google Trends.
The same pattern hits hospitality businesses anywhere when unrest makes headlines. This playbook is built for the current situation in France but designed to be reused. It is general information, not legal advice: consumer and contract rules vary by country and by how the booking was made, so check with a lawyer, your trade association or your booking platforms for your specific case.
Step 1: Know where you stand legally
Before you change anything, understand what you are actually obliged to do. Three sources matter.
Your own terms and booking channel rules
Your published cancellation policy, rate conditions (flexible or non-refundable) and any deposit rules are the starting point. Bookings made through online travel agencies and platforms are also subject to their policies, which may include special rules for extraordinary events. Check each channel's current position.
Force majeure and contract law
Under French law, force majeure is defined in article 1218 of the Code civil: an event beyond the debtor's control, not reasonably foreseeable when the contract was made, whose effects cannot be avoided by appropriate measures. Strikes and protests qualify only sometimes: a sudden general strike or riot may, depending on the facts and the contract wording. A booking made after a protest day was announced is harder to treat as unforeseeable. Under English and US law, force majeure exists only if the contract includes a clause.
Package travel rules
If you sell packages, for example accommodation combined with transport or tours, EU package travel rules may give travelers additional rights to cancel without a fee when unavoidable and extraordinary circumstances significantly affect the trip at the destination. Check how these rules apply to your products with your trade body or a lawyer.
Common mistake
Telling guests "protests are not our fault, so no refunds" without checking the law or your platform rules. You may be wrong, and even if you are right, a blunt refusal can lead to chargebacks, platform disputes and bad reviews that cost more than the booking.
Step 2: Set a clear unrest policy
Guests want certainty. Decide your approach once, write it down and apply it to everyone. A good unrest policy usually has tiers.
| Situation | Suggested approach | Why |
|---|---|---|
| Your business is open and operating normally | Standard terms, but offer free date changes as a goodwill gesture | Keeps revenue while showing flexibility |
| Service is affected (tour route changed, attraction closed, curfew) | Offer an alternative, a partial refund or a credit | Guests receive less than they paid for |
| You cannot deliver (business closed, tour canceled) | Offer rebooking, credit or a full refund, as required by law and your terms | You cannot keep payment for a service you do not provide |
The suggestions above are examples, not legal requirements. Adapt them to your terms, the law and your cash position.
Pro tip
Make rebooking more attractive than a refund. A credit valid for 12 months, a free upgrade on the new dates or a small extra, such as breakfast or a bonus stop on a tour, often persuades guests to move rather than cancel. You keep the revenue and the relationship.
Step 3: Communicate calmly and consistently
When news coverage is dramatic, guests fill gaps with worst-case assumptions. A clear message from you reduces anxiety and repeated calls.
- Write one master message. Say what is happening near you in neutral, factual terms, whether you are open, and what guests can do.
- Point to official sources. Mention official travel advice (as of late October 2026, the US State Department lists France at Level 2, "Exercise increased caution," and the UK FCDO has not advised against travel to France) and tell guests to check for updates.
- Explain the options. Keep the booking, change dates, take a credit or cancel under the policy.
- Send it proactively to guests arriving in the next two weeks, before they contact you.
- Update your website and booking pages with a short notice and the date it was last updated.
- Brief your team so every staff member gives the same answer, and say who can approve exceptions.
Sample message (adapt to your situation)
"Thank you for booking with us. You may have seen news about protests in France. We are open and welcoming guests as usual. Demonstrations have been concentrated in specific areas and on announced days, and public transport may run a reduced service on strike days. We recommend checking official travel advice before you travel. If you would prefer to change your dates, we are happy to move your booking free of charge to any date in the next 12 months. Just reply to this email."
Step 4: Adapt tours and services on the day
Tour operators and hotels can often keep delivering by adapting rather than canceling.
- Reroute tours away from announced march routes and closed sites, and have alternative itineraries ready.
- Shift timings earlier in the day if a curfew applies or a march is planned for the afternoon.
- Swap closed attractions for open ones and explain the change before the tour starts.
- Help guests move around. Hotels can share walking routes, taxi numbers and transport updates at reception.
- Keep staff safe. French employers have a general obligation to protect employees' health and safety. Adjust shifts so staff can get home before any curfew, and avoid sending guides into protest areas.
Step 5: Protect your cash flow
A wave of cancellations can drain cash quickly, especially if you must refund deposits while costs keep running.
Track the numbers daily
Keep a simple sheet: bookings at risk, cancellations, refunds paid, credits issued and new bookings. Seeing the trend early helps you decide on staffing, purchasing and marketing.
Talk to suppliers and partners
If you buy from guides, transport companies or restaurants, check your contracts with them and agree how cancellations are shared. Many partners prefer to postpone rather than cancel too.
Check insurance
Business interruption (perte d'exploitation) is an optional cover that usually applies only after material damage to your premises. Losses from customers staying away or access being blocked are often excluded unless your policy includes a specific extension. Read your policy and ask your insurer or broker what applies.
Look for official support
After the 2023 riots, the French government offered tax and social charge payment delays and an exceptional aid form for affected businesses. As of late October 2026, the details of any 2026 aid scheme should be checked on official sites such as economie.gouv.fr, impots.gouv.fr, urssaf.fr, your préfecture and your chamber of commerce. Do not count on support until it is confirmed.
Benefits of a generous, clear policy
- Fewer disputes, chargebacks and angry reviews
- More guests who rebook instead of canceling
- Less staff time spent on case-by-case arguments
Risks to manage
- Short-term cash pressure from refunds
- Credits piling up as future liabilities
- Guests expecting the same flexibility later
Your cancellation playbook checklist
- Review your terms, channel policies and any package travel obligations
- Write a tiered unrest policy and decide who approves exceptions
- Make rebooking and credit more attractive than refunds
- Send a calm master message to upcoming guests and update your website
- Prepare alternative tour routes and timings for action days
- Adjust staff shifts for safety and any curfews
- Track cancellations, refunds and credits daily
- Check insurance and official support sites
Frequently asked questions
Do I have to refund guests who cancel because of protests?
It depends on your terms, the booking channel, whether the booking is part of a package and the law that applies. If you are open and delivering the service, standard terms usually apply, but many businesses offer free date changes as goodwill. Check with a lawyer or trade body for your case.
Can I keep a non-refundable deposit if my business stays open?
Often yes under your terms, but platform rules and package travel rules can override them in some situations. Balance your rights against the risk of disputes and reviews, and consider offering a credit instead.
Will my insurance cover lost bookings?
Usually not on its own. Business interruption cover typically requires material damage to your premises, and losses from customers staying away are often excluded unless you have a specific extension. Ask your insurer exactly what your policy includes.
Related reading
The bottom line
Cancellations during unrest are stressful, but a clear plan turns them into manageable conversations. Know your legal position, set a tiered policy, make rebooking attractive, communicate calmly with every guest and adapt tours and services on action days. Track your cash daily and check what insurance and official support can offer.
As of late October 2026, more protest and strike days are planned in France, so keep your message updated with the latest official information, and use this period to build a playbook you can reuse whenever headlines threaten your bookings.
