As a guest of Hemisphere Hotels & Resorts we appreciate your loyalty and the trust you place in us as a travel partner. Recognizing the ongoing and increased uncertainty that coronavirus (COVID-19) is causing around the world, our highest priority is the health and wellbeing of our guests and employees. With that in mind we wanted to update you on the actions we have taken in response to the outbreak. Given the flexibility our guests and customers need right now we have implemented the following policies:
Existing bookings (bookings made through April 6, 2020) at all hemisphere hotels* can be changed or cancelled for stays up to June 30, 2020, noting that: Hotels are subject to local law in the market in which they operate. Therefore, government legislation and regulations may supersede this policy in specific circumstances. (including the type and timing of the refund). If you cancel a rate which required a deposit or payment in advance, we will do everything we can to process your refund as quickly as possible. Refunds (which may be vouchers where allowed by local law) may take up to 90 days for hotels to process from the date of cancellation. Reservations may be changed without a fee but may result in different pricing. Exclusions may apply for time periods with special event restrictions or peak demand weeks.
For bookings made through an online booking platform (e.g. Booking.com, Expedia) or third-party travel professionals, please contact them directly – we have advised these companies of our cancellation policy and you should refer to their terms and conditions. Groups & Meetings Bookings: We will work with customers to manage any changes needed to Group & Meeting bookings on a case by case basis. Our hotels are actively supporting groups and meetings organizers to address the needs of each group, including moving event dates to another time, in line with terms and conditions of that booking. Please contact the hotel the booking was made with to discuss further - If the hotel is unavailable, send an email to email@example.com or firstname.lastname@example.org. To change or cancel a reservation visit Manage Your Stay or call our Reservations. We continue to monitor the evolving situation and will be keeping this policy under review.
We want to help you plan and book any future travel with confidence. So, we have several ways to support guests to amend travel plans as necessary: Best Flexi Rate: This rate offers maximum flexibility to change or cancel your reservation. For direct bookings this rate can be fully changeable or refundable up to 6pm (local hotel time) on the day of arrival (dependent on the hotels’ individual house policy). Insiders Club Members Rates: Additional savings are available for Insiders Club members on these Book Now, Pay Later and Best Flexible rates. We have removed our more restrictive (pre-paid/non-refundable) Advance Purchase rate from sale until later in the year. These rates, and others, have their own terms and conditions. Please refer to specific rate information when booking for further details - including cancellation terms. Changing the date on any reservations may result in different pricing.
Lights, lamps, switches and electronic controls.
Doors, closets, drawers, furniture knobs and drapery pull handles.
Toilet handles and seats, splash walls, shower/tub controls and sink faucets.
TV, Bedside Lamp and Iron.
Handsets, dial pads and function buttons.
All bed linens including duvet covers, pillowcases and sheets.
Bulk dispensers, individual amenities, tissue boxes, soap dishes, amenity trays and hair dryer.
Tables, desks and nightstands.
Iron, safe handle and keypad.
Cutlery, glassware, ice buckets, mini bars, kettle and coffeemaker.
We would like to welcome our guests under new circumstances. To make sure that everything remains the same and our guests are protected, we have introduced this new SOP system which ensures the safety of our guests during the coronavirus crisis. We are closely monitoring every situation and action taken against corona and doing everything we can to make our guests feel safe by implying every possible security measure.