In line with the continued worldwide epidemic prevention and control measures limiting cross border travel as well as the local government's entry restrictions in the countries we operate in, the following Club Med resorts will not be able to welcome guests from the dates stipulated:
We are in close contact with local authorities on ongoing developments and monitoring country by country travel restrictions; and will announce a re-opening date for each resort once it is advisable.
Club Med guests with existing bookings during these affected periods will have their booking updated by our teams with the total sum already paid credited as a Future Travel Credit*. This credit can be used for a new stay at any Club Med resort until 30 April 2021.
Please contact your respective contact centres should you have any enquiries. Customers who have booked through travel agents should make enquiries through them. We thank you in advance for your understanding and look forward to welcoming you back to Club Med very soon.
*Credit can be used for any resort with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference and no refund is allowed.
*Club Med reserves the right to change, suspend or discontinue stated policies on bookings and cancellations in response to evolving external developments.
If you booked a stay directly through Club Med in one of our resorts with check-in on or before 31 Oct 2020, and wish to make amendments to your original travel dates,
a) You can rebook^ on an alternative date in any resort worldwide free of charge, up to 7 days before departure, for travels on or before 30 April 2021.
b) Alternatively, a Future Travel Credit* of the land value can be issued free of charge, valid until 30 April 2021.
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.
^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 toward a future stay with one-year validity.
*Credit can be used for any resort with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference and no refund is allowed.
Peace of Mind Booking Policy
Given the rapidly changing travel restrictions imposed by governments, travel may not be at the top of your mind. Let us reassure that more than ever, Club Med’s priority is and remains the health and safety of our guests, G.Os and G.Es. We thank you in advance for continuing to put your trust in Club Med.
We have updated our booking and cancellation policies to provide you the most flexibility we can offer to provide more certainty in your planning.
For guests making new bookings from now until 30 June 2020,
a) One-time free change of date where check-in is on or before 31 Oct 2020
b) Free change of date can be made up to 7 days before departure
c) New travel dates for check-in should be on/before 30 April 2021
d) The original length of stay, number and adult-child breakdown of guests, room category and resort booked remains the same in the new booking date
e) Where the rate of the new booking date is higher than the rate already paid, the rate difference will be chargeable
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).
While there are no affected cases in any Club Med resort or offices, our teams remain cautious and continue to adhere to strict hygiene precautions.
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.
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.
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.
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.
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.
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.
Staff who have recently been to high-risk countries will undergo a 14 days strict quarantine and will only resume work thereafter.
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.
1. We tried calling the whole day and there was no response to my call
We ask for your help and understanding at this time in order to help us manage the priority departures of the next immediate weeks. If your travel is scheduled after 1 June 2020, please provide us with your contact details and we will contact you as soon as we can. Alternatively, you can contact our team via Email or Facebook. Please allow us up to 48hrs to get back to you.
Club Med guests to contact +91 22 5002 3210 - Mon-Fri: 10am - 7pm (closed on Saturdays, Sundays and Public Holidays) or customerservice.in@clubmed.com - should they have any enquiries. Facebook : @clubmedindia
2. With the current implementation of the travel restrictions, I cannot travel/don’t want to travel. What should I do?
If you booked a stay directly through Club Med in one of our resorts with check-in on or before 31 Oct 2020, and wish to make amendments to your original travel dates,
a) You can rebook^ on an alternative date in any resort worldwide free of charge. Rebooking can be made up to 7 days before departure and for new travel dates on or before 30 April 2021.
b) Alternatively, a Future Travel Credit* of the land value can be issued free of charge, valid until 30 April 2021.
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.
^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 toward a future stay with one-year validity.
*Credit can be used for any resort with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference and no refund is allowed.
For new bookings made from today until 30 June 2020,
a) One-time free change of date where check-in is on or before 31 Oct 2020
b) Free change of date can be made up to 7 days before departure
c) New travel dates for check-in should be on/before 30 April 2021
d) The original length of stay, number and adult-child breakdown of guests, room category and resort booked remains the same in the new booking date
e) Where the rate of the new booking date is higher than the rate already paid, the rate difference will be chargeable
3. I would like to cancel my booking although my departure is less than 7 days. What are my options?
We understand your concerns with the current situation. We want to reassure you that even if you are not able to reach us, and you have a departure date planned today or in the coming days, we will give you a Future Travel Credit* to a Club Med resort that can be redeemed with us when you’re ready to travel.
If you booked your stay directly on a Club Med platform (website or contact center) please contact us at +91 22 5002 3210 - Mon-Fri: 10am - 7pm (closed on Saturdays, Sundays and Public Holidays) or email us at customerservice.in@clubmed.com.
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.
4. My country doesn't allow me to travel, I want my money back.
We understand your concerns and would like to offer 2 options for you:
a) You may postpone your booking, receive a Future Travel Credit* and retain 100% of the full payment already paid. This credit can be utilized for any resort with an equivalent value for travel up until 30 April 2021^ .
b) You may cancel your stay according to our existing Terms and Conditions.
^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 toward a future stay with one-year validity.
*Credit can be used for any resort with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference.
5. My booking is for May or June 2020, I think I should cancel now.
We understand your concern. Our Peace of Mind policy offers the flexibility of a one-time free date change, and you can postpone your trip for free as long as the change is made at least 7 days before departure. Since your travel dates is months away, you may like to monitor the evolving situation before making a decision.
6. I have a stay planned in the upcoming weeks in one of your resorts but wish to make amendments. What are my options?
a) You can rebook^ on an alternative date in any resort worldwide free of charge. Rebooking can be made up to 7 days before departure and for new travel dates on or before 30 April 2021.
b) Alternatively, a Future Travel Credit* of the land value can be issued free of charge, valid until 30 April 2021.
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.
7. How can I modify or cancel my booking?
If you booked your stay directly on a Club Med platform (website or contact center) and are travelling to one of our Club Med destinations within the next 72 hours, please contact us at +91 22 5002 3210 - Mon-Fri: 10am - 7pm (closed on Saturdays, Sundays and Public Holidays). We are prioritizing guests with travel departures less than 72 hours.
If your departure is not planned for the next 72 hours, but you wish to cancel your reservation, please email us at customerservice.in@clubmed.com with your booking file information. We will process your request and get back to you as soon as possible with a Future Travel Credit*.
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.
8. I decided not to travel but was unable to reach you prior to my departure date that has now passed. Will you revise or cancel my booking?
We understand your concerns with the current situation. We want to reassure you that even if you are not able to reach us, and you have a departure date planned today or in the coming days, we will give you a Future Travel Credit* to a Club Med resort that can be redeemed with us when you’re ready to travel.
If you booked your stay directly on a Club Med platform (website or contact center) please contact us at +91 22 5002 3210 - Mon-Fri: 10am - 7pm (closed on Saturdays, Sundays and Public Holidays) or email us at customerservice.in@clubmed.com. However, we are currently experiencing very high call volumes at our Contact Center, we seek your kind understanding that it may take longer than usual for us to respond to your requests.
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.
9. My local government recommends that we avoid non-essential travel. What should I do?
We want to assure you that Club Med’s top priority remains to ensure the health and safety of all clients and employees. All our resorts that remain open have increased cleaning and hygiene practices following the recommendations of the World Health Organization (WHO) and the local public health authorities. Nonetheless, we have proactively expanded our revision policy and introduced a Peace of Mind policy (see point 15 below) to give you different options to consider for your future travel plans should you wish you make alternative arrangements.
10. What will happen to my revised booking if I can’t access the new destination when it’s time to travel?
Club Med is constantly monitoring the situation with its team of health professionals, following the recommendations issued by the World Health Organization and the health and government authorities of the countries in which it operates, in order to take all appropriate measures in real time. If your new booking should be impacted by new travel restrictions, we will directly contact you to advise you on the travel options that you can consider.
11. I am a travel agent; how do I postpone or cancel a booking for my client?
All travel agents must contact our contact center to postpone or cancel bookings of their clients.
As we are experiencing extremely high waiting times at our Contact Center, please contact us solely regarding stays departing in the next 72 hours. You will then receive the Future Travel Credit* to a Club Med resort in the coming weeks, for your client.
We ask for your help and understanding at this time in order to help us manage the priority departures of the next few weeks. If your client’s travel is scheduled after 1 June 2020, we would appreciate you contacting us via email at this time and we will contact you as soon as we can.
12. I have booked my stay with a travel agency; how do I cancel or revise my booking?
If you booked your stay with a travel agency, you need to contact your travel agent. The travel agent will then contact Club Med on your behalf.
13. Are school holidays blacked out from the travel credit?
The Future Travel Credit* to a Club Med resort will allow you to travel at any time with no blacked out dates, before its expiration date. You will need to pay the difference if your booking is more expensive than the value of the Future Travel Credit*.
Our resorts fill out quickly for the Holidays season and school breaks; we advise you to book as soon as you can.
^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 toward a future stay with one-year validity.
*Credit can be used for any resort with an equivalent value. It is non-refundable, non-transferable to other traveler, non-convertible to cash. Should the new booking require a top up, you will need to pay the price difference and no refund is allowed.
14. I would like to book a stay at Club Med, but I am hesitant to book because of the current situation.
In this period of uncertainty that is being felt around the world , we want to assure you that Club Med’s top priority remains to ensure the health and safety of all clients and employees. To help you book your next vacation with confidence, we have expanded our rebooking policy.
Peace of Mind Booking Policy
For all new and existing bookings to any resort worldwide, for travel before 30th October2020, you have the option to:
Make a one-time free reservation date change and rebook in any resort worldwide for travel up to 30 April 2021
15. Because of COVID-19, do you offer last minute deals?
All our best offers are advertised on our website in our special offer page or with your travel advisor for any departure dates. You are guaranteed the best rate available at the time of booking.
16. What will happen to my booking if I can’t access the new destination when it’s time to travel?
Club Med is constantly monitoring the situation, following the recommendations issued by the World Health Organization and the health and government authorities of the countries in which it operates, in order to take all appropriate measures in real time, and in conjunction with its Health, Health & Safety Department.
If your new booking should be impacted by new travel restrictions, we will directly contact you to help you with alternative travel options.
17. Have there been any positive COVID-19 cases reported in Club Med’s resorts?
At this time, we have no case among our teams or any our guests during their stays in any of our Club Med resorts.
18. Is the in-resort experience impacted by the current situation?
Let us first reassure you that more than ever, Club Med’s priority is and remains the health and safety of our guests and our teams. All activities are operating and scheduled as normal with additional precautions taken such as non-self-service buffet stations. In addition, more stringent cleaning protocols and strict hygiene precautions are implemented.
19. What will you do if a guest is suspected with COVID-19?
A dedicated protocol for guests arriving from high-risk countries is in place – guests are asked to fill up a travel declaration upon arrival and their body temperature will also be checked.
Any guest that is found with a high temperature or feeling unwell will be isolated and sent to the infirmary or hospital for check-up. Our resort team will then communicate with local health authorities and will be strictly guided by the recommended procedures for suspected cases. Our staff have been trained and are prepared to deal with these situations should they happen.
20. What will happen if a guest tests positive for COVID-19 after they return from their vacation?
Club Med has an Emergency Response Plan ready and activated in the event of a COVID-19 case reported. Additionally, we have a Hygiene and Safety Department dedicated to the coordination of corporate hygiene and safety that is closely in touch with the local authorities with protocols in place.
21. What is Club Med doing to face COVID-19 in the resorts?
At Club Med, the health and safety of our staff (G.Os & G.Es), and guests (G.Ms) are our 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). While there are no affected cases in any Club Med resort or offices, our teams remain cautious and continue to adhere to strict hygiene precautions.
Club Med resorts are operating safely with additional cleaning protocols and strict hygiene precautions.
Increased cleaning and hygiene practices following the latest guidance of the World Health Organization (WHO), Center for Disease Control and Prevention (CDC) and local public health authorities, with strict and frequent auditing based on Cristal International Standards of hygiene and safety.
In addition, Club Med also adheres to strict safety precautions including the following:
• Scaling up temperature checks of all guests upon arrival, during lunch and dinner daily
• Daily staff body temperature check before and after work
• Significantly increasing cleaning and sanitization of public areas
• Usage of gel sanitizers across the resort
• Face masks are worn by all kid’s club, food & beverage and housekeeping staff
• All air-conditioning running in fresh air mode, ensuring constant airflow in our rooms and public spaces
22. Can I get more details on what is done in the resorts?
Please refer to "8 Things We Are Doing To Reassure You" section