LAST UPDATED 15/06/2022
We know that there are some issues arising daily in relation to the current phase, so we have collected some of the most frequently asked questions, which will be updated whenever changes in the regional and national panorama so require. If you do not find your question, please contact the Reservations Center, via email email@example.com.
1 - CAN I CHANGE OR REQUEST A REFUND OF MY RESERVATION DURING THE COVID-19 CRISIS?
In case of cancellation, the rules of the purchased rate will apply.
2 - CAN MY RESERVATION BE CHANGED OR CANCELED BY THE HOTEL?
If by government decision restrictions on circulation are implemented in the territory, the hotel will contact you to analyze viable alternatives.
3 - HOW CAN WE CONTACT THE HOTEL?
You can contact our Reservations Center by phone (+351) 296 307 400 or by email at firstname.lastname@example.org. We suggest that you prefer communication by email whenever possible.
4 - CAN I CANCEL OR CHANGE MY ONLINE BOOKING ALONE?
If it was made through an online channel (Online Travel Agency) we suggest that you follow the specific instructions for the respective channel, which you can find in the booking confirmation email. In case of need, use the support line of the channel in question.
If it was a reservation made directly with the Hotel, you can ask for help from the Reservations Center.
5 - WHAT INFORMATION SHOULD I MAKE AVAILABLE WHEN CONTACTING WITH THE BOOKING CENTER TO CANCEL OR CHANGE MY BOOKING?
Check the travel restrictions and the country(s) in question (departure-destination) before booking accommodation.
If you book a non-flexible rate, you may not be entitled to a refund. Your cancellation request will be handled based on the conditions you have chosen. In times of uncertainty, we advise you to choose a rate with free cancellation, as, in the event of cancellation, you can do so free of charge up to the pre-defined period.
6 - WHAT HAPPENS TO MY RESERVATION IF MY FLIGHT IS CANCELED OR IF MY DESTINATION OF ORIGIN DOES NOT ALLOW TRAVELING ON THE DATES OF MY RESERVATION, UNDER COVID-19 MEASURES?
In the event of a cancellation related to the Covid-19 outbreak, there are two alternatives: your reservation will be open to set a new date, or we will issue a voucher in the same amount already paid for consumption until 31/12/2021, which will allow you to plan a new trip.
7 - SHOULD I CONTACT THE HOTEL IF MY BOOKING HAS BEEN MADE IN A TRAVEL AGENCY OR ONLINE BOOKING PLATFORMS (eg Booking, Expedia, etc.)?
In this case, no. If you booked your stay through an intermediary - travel agency or online operator - you will need to contact them directly, as the cancellation/refund/rescheduling policies of these intermediary channels are to be apllied.
8 - WHAT SECURITY PRACTICES IS YOUR HOTEL IMPLEMENTING?
It is our priority to maintain the highest standards to guarantee the quality and safety of everyone, customers and workers, in order to ensure the normal functioning of the hotel units. We are aware of the evolution of COVID-19 and the recommendations of the official health entities, complying with hygiene, and safety procedures in all areas of the hotel. The measures implemented are strictly followed by the hotel staff, who receive frequent training and monitoring, and other measures are requested from our guests, ensuring that their stay on these wonderful islands run as safely as possible, mitigating any risk of infection.
CHECK OUR COVID-FREE RECOMMENDATIONS
9 - HOW CAN I BE UPDATED ON THE STATE AND POLICIES AROUND COVID-19 IN THE AZORES TO HELP ME PLAN MY TRIP?
Many places of tourist interest in the Azores have made changes, especially in places where permanency rules have been implemented. This means that restaurants, museums, stores and other public places may have reduced hours.
Find out about regional policies here: Regional Policies
The hotel reserves the right to change the conditions described above at any time.