! Travel Alert: COVID-19 Update

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THE SUN HOTEL & SPA

COVID-19 Update: 01 April 2020

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COVID-19 Update: 01 April 2020

Bali, 01 April 2020

Dear our valued customers,  

We are closely monitoring the Prevention and World Health Organization’s statements regarding the novel coronavirus (COVID-19) cases and following guidelines from WHO and the local health departments.

The wellbeing of our guests and our group is of paramount importance.

Our Cancellation Policy:
In response to changing marketplace conditions, we are committed to ensuring our customers experience flexibility during these challenging times.

We are implementing the following policies:

  • For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, we will allow the reservation to be changed or modified  without a charge up to 24 hours prior to arrival,* as long as the change  is made by April 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences.
  • For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and April 30, 2020, we will allow the reservation to be changed or modified at no charge up to 24 hours before your scheduled arrival date.* Please note that changes to the reservation will be subject to availability and any rate differences.

Guests who booked via online travel agents or other third-party travel professionals are advised to contact their booking provider for information on their policies.

*Important Information:

  • Some exclusions may apply. May exclude periods with special event restrictions or peak demand weeks. Please refer to individual property rate rules for details.
  • Individual (transient) guestroom reservation refunds of any kind (e.g., cash or credit voucher) may take up to 90 days from the date of cancellation to be processed. The form and timing of refund may be subject to applicable laws in place.
  • Each individual booking to the Hotel & Villas with term and condition including cancellation guidance is available https://www.balisunhotel.com/
  • For group organizer questions on terms and conditions of group contracts, please contact the hotel.

Our Commitment to Cleanliness:

We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests during in the property. On a daily basis, our hotels & Villa team are working to ensure that they meet the latest guidance on hygiene and cleaning.

 Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from hand washing hygiene and cleaning product specifications to guest room and common area cleaning procedures.

 Specific steps we are taking include:

 General Health, Safety and Knowledge:  Hotel & Villas Group – and their own health, safety and knowledge – are essential to an effective cleaning program.

 Here are some ways we’re supporting them:

  • Hand Hygiene:Proper and frequent hand washing is vital to help combat the spread of viruses. In our daily meetings, our teams are reminded that cleanliness starts with this simple act. It’s important for their health and that of our guests.
  • Ongoing Training:In addition to training on housekeeping and hygiene practices, hotel & Villas are also completing enhanced COVID-19 awareness training.
  • Real Time Information:Group’s Corporate and regional teams are on standby 24/7 to support the hotels and Villa  with local and regional authorities.
  • Cleaning Products and Practices:Our hotels use cleaning products and protocols which are effective against viruses, including:
  • Guest Rooms:Hotels use cleaning and disinfecting procedures to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items.
  • Public Spaces:Hotels have increased the frequency of cleaning and disinfecting in public spaces, with a focus on the counter at the front desk, elevators and elevator buttons, door handles, public bathrooms and even room keys, parking area, hotel entrance, lobby, restaurant, Spa.
  • Back of House:In the spaces where associates work “behind the scenes,” hotels are increasing the frequency of cleaning and focusing on high-touch areas like staff lockers, storage rooms, all back offices and staff offices.

For the most updated information, please refer to your local health authority.

 

Thank you,

Management

Nengah Suarda

GM Corporate

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