Our core service philosophy- expressed simply in ‘I am with you’, encourages unity and compassion. It underpins our current response to the global healthcare situation we are all facing. We are here for you. We also stand firmly together with governments and health authorities, as well as all our stakeholders, during this time.
As our co-founder emphasizes, ‘the heart speaks the world’s languages’. Our hearts are with all those affected, and our heartfelt gratitude is with all those on the frontline of service working tirelessly to mitigate the situation. While cautious, we remain positive that this too, shall pass.
Our response is guided by expert advice, including the World Health Organisation. We have vigilantly introduced measures to enhance safety and wellbeing, and are continuously adapting in line with global and local health and travel advisories.
We are committed to always being there for you when you need us. Below is an update to share some of the measures we have put in place for your assurance and confidence.
Before your stay
We would like to reassure you about any travel plans you may have with us, because we are committed to full flexibility with booking terms and conditions. We have adjusted our policies accordingly.
By helping you to make new travel plans we can offer as below:
You may postpone your trip to a later date without having to select a future day immediately, therefore giving you an added level of flexibility as long as changes are made 24 hours before your arrival up to and including 30th April 2020
If you would like to change to a destination that is better suited to your revised travel arrangements, we will gladly transfer it to a sister property should you wish to stay there instead
For any new bookings for stays before 30th September 2020, you can change or cancel your reservation at no charge up to 24 hours before your arrival date
For groups and meeting bookings, we will treat each on a case by case basis for maximum flexibility
During your stay
To feel safe, taken care of, and at ease is a feeling we cultivate for all our guests and associates. As such, we have further activated stringent safety and hygiene protocols in all our properties worldwide, on top of our usual rigorous quality standards.
All public areas and back-of-house areas are sanitized on an hourly basis, paying attention to high-flow and high-contact points
All rooms are deep cleaned and disinfected with virus-specific protocols, with hand sanitizer points at all F&B outlets, and mandatory temperature checks at all Spas
All guests are now asked to provide a more detailed background on travel history
All associates undergo daily temperature checks, and receive ongoing training by medical practitioners on COVID-19 awareness and overall health, safety and knowledge
As the situation is constantly evolving and as we proactively respond, please click here for the latest updates on our travel advisory and cancellation policy.
These are extraordinary times. We are committed to ensuring continuity and resilience to see this through. Thank you for your trust and we look forward to welcoming you soon, with open hearts.
