Our safe stay promise & cancellation rules

As a result of the COVID-19 pandemic, many countries and regions have imposed quarantines, entry bans, or other restrictions for citizens from or recent travelers to the most affected areas. Other countries and regions have imposed global restrictions that apply to all foreign countries and territories, or prevent their own citizens from travelling overseas.

At the moment most countries have terminated the travelrestictions to a minimum but please keep in mind that this can vary per day. Therefore we strongly advise you to take responsibility in verifying if your travel plans are currently permitted.

We strongly advise you to:

1. Look for rates that have a flexible cancellation policy. Most of our hotels offer these at the moment.

2. Verify the latest travel-restrictions for the countries from your start- to final destination and for every country or border you might have to cross in-between.

3. Verify the above written again just before you leave but within the free cancellation period.

4. Not to travel in case you have symptoms similar to a Covid 19 infection as hotels have the right to refuse you at check-in or terminate your stay entirely.

We guarantee you that each hotel within our collection takes the highest possible standards in disinfecting your room and offering you a safe stay. Please know that a safe stay can only be guaranteed if you contribute to this by wearing a facemask if requested and follow the World Health Organisations' hygiene instructions.

Please know that many of our hotels have openened their doors again and they are doing their best to create the experience you have been looking for. Please be aware that you and them have to commit to all local rules and regulations of which some might differ from what you are familiar with back home. No matter where you go, the local rules and regulations apply.

Cancelling your booking:

The same procedure as normal applies, you can reply to the email confirmation you have received from our reservation department, start a live chat at the bottom of your screen or call us directly...whatever you prefer. Our travel specialists are at your service and ready to help you further.

What are the current rules & regulations and advice from the European Union (for booking EU flights & transfers only):

  • Book tickets and check-in online to avoid queues, when possible
  • Respect social distancing during luggage drop-off, security checks, boarding and baggage claim
  • Fewer passengers may be allowed on board and you might be asked to sit at a distance from passengers who are not part of your household.
  • When social distancing is difficult to ensure, you might be asked to wear face masks
  • Food, beverages and other goods may not be available on board
  • Transport companies may install protective barriers, for example between passengers and a coach driver. You may be asked to board through the back door
  • Drivers should open doors automatically at every stop, so passengers don’t have to touch buttons or handles
  • Stations, ports and airports should guarantee regular cleaning and disinfection and provide sanitising/disinfecting products, including on board
  • There should be appropriate ventilation on all transport
  • Passengers can choose between refund or re-routing for cancelled tickets. If the transport company offers a voucher, you still have the right to ask for a refund
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