Recent events with Covid-19 have altered many holidays plans for 2020. Club Med is committed to ensure the best holiday experience from the booking stage and we wish to reassure you in introducing a more flexible policy for 2020 & 2021 departures.
To ease your concerns on the uncertainty about the current travel situation, we are introducing a policy for all new bookings and allow our valued guests to rebook their stay for an alternative date in any resort worldwide free of charge if they change their mind at a later stage.
This is a special policy additional to our standard terms and conditions so you can already plan your next holiday with us with even more peace of mind.
1.)Up to 14 days before your scheduled departure, you can change your mind and obtain a full land credit value for your next holiday from your initial booking land value.
2.)Use your land value credit to rebook your holiday to an alternative date in any resort worldwide free of charge, without changing fee penalty in 2020 or 2021.
3.)For Snow holidays, your land value credit is valid till APR, 2022. (only new bookings are eligible)
4.)For Kabira Ishigaki air package holidays, it is mandatory to make this change of booking request at least 21 days before departure.
1.)Valid for existing & new bookings made before 31st AUG, 2020, and scheduled to travel before 30th APR, 2021.
2.)Peace of Mind replacement booking has to be traveled before 31st DEC, 2021. (last day of stay is 31st DEC, 2021)Snow holidays can be traveled up to APR 2022.
1.)If you booked your stay with a travel agent/advisor, you need to contact your travel advisor. The travel advisor will then contact Club Med on your behalf. The credit value must be rebooked via your original travel agency.
2.)The original length of stay, number and adult/child breakdown of guests, room category and resort booked must remains the same in the new booking.
3.)New booking price will be re-calculated by current price and promotion at the time of rebooking. If the new booking is of a higher value, guests will need to pay the difference. If the new booking is of a lesser value, a refund can be issued in the form of credit to use before 31st DEC, 2021.
4.)For air packages, handling/penalty fees will be applied according to the airlines 'policy and outside of Club Med’s responsibility.
5.)Special condition for Kabira Ishigaki air packages: due to charter flight operation with China Airlines, a 3,000NT will be payable if you would like to rebook your initial Kabira holiday to a later date.
6.)If you are using the credit remaining from COVID-19 cancellation, you are also eligible to a one time rebooking free of charge, however, you still need to complete your new travel on or before 30th APR, 2021, as stated in your COVID-19 credit voucher.
7.)For Group bookings made via our Groups Department, please refer to the specific groups Peace of Mind Policy and terms applicable.
At Club Med, the health and safety of our staff (G.Os & G.Es), and guests (G.Ms) are our priority and will continue to be vigilant to ensure your well-being as top priority. As the COVID-19 outbreak continues to develop, our resort teams have stepped up hygiene and safety measures in line with guidelines issued by the World Health Organisation (WHO).
1 – Temperature checks
Daily temperatures checks have been implemented for all guests and visitors upon arrival, and before meals twice a day. Kids enrolled into our Mini Club will take their temperature upon arrival to our Kids Clubs. Temperature checks are also ongoing for all staff at least twice a day, as well as suppliers which adhere to our hygiene protocols. We will assist with guests, visitors or staff who are found to be unwell with any symptoms of high fever, flu, or respiratory problems and ensure they see a doctor immediately.
2 – Compulsory health & travel declarations
All guests and staff will be required to declare their country of origin and latest travel history. Cases that are considered to be a risk will be referred to the relevant authorities.
3 – Staff training
Our staff have been trained on hospitality cleaning measures and biowaste disposal based on the World Health Organisation guidelines. Masks are worn by all housekeeping, kitchen and Kids’ Club staff. Hydro-alcohol hand sanitisers are provided for guests’ and staff usage and placed around the resort premises.
4 - Cleaning & Sanitization procedures
Our rooms, public areas, main entrance, carpets, lobby, lift panels, door handles, counter tops, tables and handrails are sanitized and disinfected frequently each day. High touch points areas including elevator panels, public area door handles, and sports materials & mats are sanitized hourly. Guest rooms are deep cleaned and disinfected after each check-out. In addition, all air-conditioning are running in fresh air mode, ensuring constant airflow in our rooms and public spaces.
5 – Feel-safe dining
We have taken steps to ensure that our culinary teams follow our Food Safety Management systems. Masks are worn by all frontline food & beverage staff, and food utensils go through a high temperature dishwasher before being additionally sanitized. All serving cutleries are replaced with clean ones every 30mins. Bar and dining areas are also sanitized frequently throughout the day. Baby chairs are disinfected after each use and wrapped after each disinfection. In Sahoro and Tomamu, we have replaced all our self-service provisions & counters to plated service as a precautionary measure.
6 – Emergency Response Plan & Coordination with Authorities
We maintain close connection with local authorities to ensure close monitoring of the situation and its evolution. Additionally, in the event of a suspected COVID-19 case, Club Med has an Emergency Response Plan in place. We have a disinfection protocol and a stock of masks, hand sanitizers and disinfectants, with a Hygiene & Safety Department dedicated to the coordination and support of corporate hygiene and safety.
We have daily monitoring of the disease in Asia Pacific, with contacts for
i) Emergency evacuation of guests and staff;
ii) A dedicated hospital for all suspected cases;
iii) A laboratory for detection of COVID-19;
iv) And local authorities to ensure that we take appropriate actions should an emergency occur.
7 – Staff Quarantines and Movement
Staff who have recently been to high-risk countries will undergo a 14 days strict quarantine and will only resume work thereafter.
8 – Using different platforms to disseminate information
Club Med is committed to delivering an amazing vacation. At the same time, we have the responsibility to emphasize precaution and safety-enhancing procedures. Posters and notices are placed around the resort to remind guests and staff to adopt good personal hygiene. Guests are also encouraged to follow the resort’s Facebook page, check our website, Club Med app, or in-room television to receive the latest updates and essential information.
For more information on personal preventative measure you can take, please refer to the World Health Organization COVID-19 advice for the public.
We understand that traveling during this period can be challenging and wish to assure you that we are doing our best to provide a hassle-free vacation for you and your loved ones.