COVID-19

Dear valued Members,

While we navigate this difficult situation, our commitment to you, our Members, remains our top priority. We are working closely with travel industry partners and in accordance with government-imposed travel restrictions and border closures to put in place the following measures. It is our promise to you that we will continue to share up-to-date information about the actions we are taking as we work to mitigate the impact of this rapidly changing situation. View our Frequently Asked Questions here.

Destination Monitoring

We are in constant communication with destinations, airlines, tour operators and other travel industry partners to adapt our operations to the meet their changing protocols and procedures in response to COVID-19.

"Move the Date" Booking Policy

Bookings traveling from May 1 to November 30, 2020, and made directly through the website can be rescheduled with no penalty if the change is requested up to 48 hours before the original check-in date. Different rate conditions may be applied according to the newly selected travel period.

If you have a booking with us, please see the chart below regarding our cancellation policies:

Departure dates Terms Re-booking
March 17, 2020 to November 30, 2020 Customers with arrival dates between March 17th and October 31st are eligible to receive a future travel credit in the value of the original amount paid. This credit can be redeemed against future travel for departures up to October 31st,2021 to any Club Resort.
November 30, 2020 - onwards Standard terms and conditions apply to changes and cancellations.

Safety Assured Vacations

We are as eager as you all are to start travelling again and as we prepare for the future of travel at our award-winning resorts, we would like to share with you the enhanced health, safety, and cleanliness protocols that have been implemented to deliver safe, relaxing and luxurious Safety-Assured vacations to all our members and guests.

Following guidelines set forth by the World Health Organization and Center for Disease Control, advanced sanitation measures, new physical distancing guidelines and a 360° Clean approach have been introduced across all resorts.

We are committed to providing a safe and relaxing VIP experience every step of the way on your future vacations. From check-in areas to kids clubs, elevators to guestrooms, you can rest assured that rigorous health protocols will be in place.

Below are just some of the new protocols that you can expect to experience on future TravelSmart getaways to our club resorts:

1 360 Clean Approach

360° CLEAN APPROACH

Our resorts' common areas come with a 360° Clean Approach, meaning that pools, beaches, restaurants, bars, entertainment facilities, lobbies, elevators, hallways and other shared spaces around the resort will be cleaned hourly. All high-touch surfaces on our properties have been identified and will be sanitized continuously throughout the day. Our fitness center equipment and spa facilities will be sanitized after each use; as well as all general transportation units like golf carts and luggage carrier trolleys. We have also increased the daily frequency of cleaning and disinfection procedures for air-conditioning systems of both common areas and guest rooms.


3 Family First

FAMILY FIRST

Our superior cleaning and disinfection program for kids and teen clubs’ facilities and equipment has been established to ensure that kids can continue to play and discover under our care while parents relax knowing they are in good hands. We will also be introducing child-friendly signage and social distancing measures to ensure a safe clean environment for little ones, tweens and teens to enjoy the facilities and games at their leisure.


2 Clean Guest Rooms

DIAMOND CLEAN GUEST ROOMS

Our thorough and detail-oriented housekeeping team will clean and sanitize guestrooms every step of the way, working from the inside-out, with advanced-grade disinfectant products that eliminate emerging viral pathogens.

This protocol ensures the thorough sanitation of DII guest touchpoints in rooms, including remote controls, doorknobs, hairdryers, closet doors and drawers, temperature control thermostats, lamps, telephones, toilet flush handles and water faucet handles, ensuring that every high-touch surface is disinfected. /\II non-essential Amenities in guestrooms will also be removed to minimize potential areas of infection. New in-room hygiene kits with personal-size hand sanitizers, masks, gloves and other safety essentials will be placed in guestrooms to use at their leisure while enjoying their stay.

We have updated our room service process to ensure safe and distant delivery while maintaining our promise of excellent service. In addition, the process to replenish mini-fridges and other items in guestrooms has been revised to limit additional entry.


4 Dining Safe

ADVANCED DINING SAFETY

To ensure the well-being of our guests while enjoying our bars and restaurants, our resorts have reduced restaurant capacities and implemented a one-step reservation system to ensure physical distancing guidelines are respected. Further changes will be implemented, including the removal of all unnecessary items on tables to Avoid cross- contamination, elimination of physical menus and the introduction of digital screens to display menu information And physical distancing guidelines at pool bars using signage and supervision to ensure a safe and sanitary environment is upheld.


5 Physical Distance

PHYSICAL DISTANCING PROTECTION

As a valuable member of our travel family, the well-being and safety of our guests and employees always come first. To provide Safety- Assured Vacations, signage and informative messages will be displayed throughout common areas and in-room TVs to reinforce the importance of following recommendations to protect the health and safety of both guests and employees. To maintain physical distancing guidelines, floor markers will be placed around resorts' common areas to indicate the correct distance guests should keep from one another.

To encourage physical distancing behaviors, the furniture will be rearranged in common areas, including restaurants, theaters, pool areas, beaches and lobbies to ensure a safe distance between guests. All indoor guest facilities will have reduced guest capacities to maintain a safe and enjoyable environment for both guests and employees. Hand sanitizer dispensers will also be available throughout our resorts including at check-in areas, washroom entrances, restaurant entrances, elevators, kids club, teen club and other key areas to encourage guests to sanitize their hands regularly.


6 Staff Care

STAFF CARE, TRAINING AND AWARENESS

We uphold our employees to the highest standards of health and safety. From continued enforcement of basic hygiene practices to implementing new and updated protocols to protect our employees and guests from the spread of harmful pathogens and germs, our hotel teams are trained and empowered to keep safe, take care, and be smart while delivering Safety-Assured Vacation experiences to guests.

Strict hygiene protocols for resort staff will continue to enforced, including a thorough cleaning and sanitation process at the staff entrance from hands to footwear, the use of personal protective equipment (PPE) such as gloves and masks, rigor,— and frequent hand cleaning with an alcohol-based hand sanitize' or soap and water and maintaining physical distancing rules. Our employees will also undergo health and temperature checks to ensure daily monitoring of fever or symptoms of COVID 19 before beginning their shift. It is of utmost importance to protect the health of our employees as they continue to provide attentive and personalized service to guests. As we adjust to the new normal, we have instilled confidence in our resort team to respond to any guest questions or concerns with sensitivity. We have great trust that with the implementation of new and advanced health and safety measures coupled with the peace of mind provided by our amazing resort staff, guests will enjoy relaxing Safety-Assured Vacations when they stay with us.


7 Clean Supplier

CLEAN SUPPLIER COMMITMENT

Safeguarding that our promise goes beyond our doors, we have put in place different agreements with our various suppliers and partners to ensure they operate following new regulations for the products or services which they provide.


8 Safe Vacation Assurance

SAFE VACATION ASSURANCE

In accordance with international health standards, including the Centers for Disease Control (CDC), World Health Organization (WHO), local and national Ministries of Health in each of the countries we operate, a Safety-Assurance Team Is in position to ensure the strict adherence of all guidelines and comprehensive implementation of sanitation, physical distancing, and cleaning protocols to protect guests and employees alike.


Additional Support

To ensure your peace of mind and to provide clarity to help you make informed travel decisions, we have put in place an additional support channel. For more information or questions about reservations, please contact us via email or your regional telephone number.

We also encourage you to follow credible sources for updates on the development COVID-19, including the Center for Disease Control and Prevention www.cdc.gov and the World Health Organization www.who.int.


Our Commitment to Members

Our goal, as a company, has always been to provide outstanding services and always strive to exceed our members’ expectations. Despite recent events, we continue to pride ourselves on this goal and will continue to deliver the highest levels of service and VIP vacation experiences.

Our resorts understand that proactivity and prevention are the key to ensuring Safety-Assured vacations of the future and all implemented operational protocols were developed to protect the well-being of our loyal members, valued guests and employees.

For any additional questions or concerns, our service team will be more than happy to assist you.

Kind Regards,
TravelSmart VIP.