COVID-19 Update

We are fully aware that many of your travel plans have been affected as a result of the developing situation with COVID-19.  During these uncertain times, we would like to work alongside you to allay any concerns you may have with regards to your reservations with us, and to reassure you that every precaution is taken at all our properties to ensure the safety and well-being of our staff and guests.

Extended Cancellation and Postponement  

Given the dynamic nature of the Covid-19 situation and varied and changing travel restrictions in many countries, we are constantly reviewing our policies to keep pace with updates, and we will continue to work with you to find the best solutions for your accommodation needs during your travels. The following policies apply to all Frasers Hospitality properties*:

New reservations (for bookings made between now till 30 June 2020)

• Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
• Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

Existing reservations (including pre-payment and advance purchase rates)

• Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
• For stays beyond 30 June 2020, you can, if you choose,
- postpone your stay for up to 12 months from the original date of arrival
- request for a credit voucher
- to waive cancellation fees if the cancellation is made at least 14 days prior to the arrival date
• Any changes to existing reservations will be subject to availability and rate differences
•  *For UK properties only, full waiver of cancellation fees for stays (14 days or less) before 4th July 2020, valid up to 48 hours prior to arrival date. Prevailing terms and conditions apply for reservations made after 1st May 2020.

Exclusions: 

• For corporate or long stays (more than 14 days) reservations, please contact the property or sales manager directly
• Please visit Malmaison and Hotel du Vin websites for further information on specific reservation policies
• For non-direct reservations, please contact the third-party channels directly for any amendments / cancellations
• Postponement of stay date is subject to the respective property’s blackout dates and peak periods.
• Above policies may vary from time to time as they are subjected to changes in local government regulations. For any other enquiries or concerns, please do not hesitate to contact the property in question directly or visit their website for more information. 

Fraser World  

For our valued Fraser World members, to help with your travel plans, we have made it easier for you to accumulate points. The membership criteria for stays accumulated between 1 April 2020 to 31 March 2021 has also been revised as such: 

• Sapphire Member: 7 nights (reduced from 10 nights)
• Diamond Member: 30 nights (reduced from 40 nights)

For all reservations, cancellations and advance stay enquiries, please contact the property directly.
For more information on Fraser World, please email fraserworld@frasershospitality.com

Stringent Precautionary Measures

Frasers Hospitality is actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest developments. All our properties have heightened their preventive measures in line with the local health authority’s guidelines and our staff are well-informed to assist guests and ease any anxieties. Please refer to the FAQs below for more information. 

Should you require any clarification, do not hesitate to contact the property you have made reservations with via email, as we are on hand to provide every assistance to help you with your arrangements.

Appreciation Video for our Frontline Heros

Many of us may not have been part of the frontline, but we all know someone who is. This is a dedication to our very own #FrontlineHeros who have worked tirelessly to ensure all our guests are cared for. As challenging as the situation has been, they have continued to stay motivated and displayed perseverance, unity and selflessness over the past few months. Many of them have chosen to stay at the property to look after our guests, rather than to be at home with their families. From our operations staff to our sales team, they have each gone the extra mile to bring a smile and assurance to our guests.

This video, along with a collection of guests reviews from all over, is a testament to our staff’s dedication and commitment. Our hearts are filled with immense gratitude and appreciation – Thank You. #FraserCares

Cancellation, Postponement and Reservations

Can I cancel or amend my reservation that was booked directly via your website?

We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.

New reservations (for bookings made between now till 30 June 2020):
• Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
• Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

Existing reservations (including pre-payment and advance purchase rates)
• Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
• For stays beyond 30 June, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).

As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact the property in question directly or visit their FAQ page.

Can I cancel or amend my reservation that was booked via third-party or online travel agents?

Bookings made via third-party or online travel agents should be referred to the booking vendor directly for more information on their cancellations / amendments policies.

How do I cancel or amend corporate / group reservations?

For corporate, group or long stays (more than 14 days) reservations, please contact the property or sales manager directly.

Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?

For cancellations within a short notice or 24 hours prior to arrival, please contact the property directly for immediate assistance.

Are there any documentations or requirements for me to stay at your properties? Are there any groups of people who are restricted from staying at your property?

Our properties operate in adherence to local regulations and recommendations. Hence, requirements and restrictions will vary accordingly. For more information, please contact the property directly.

Do you accept foreign guests who are not affected by the travel restrictions and are seeking alternative accommodations?

We welcome all guests in accordance to local regulations and recommendations. For reservation enquiries, please contact the property directly.

Our Properties

Which of your properties are open?

We are constantly monitoring the developing COVID-19 situation globally and we remain guided by the directives set out by the relevant authorities on all leisure and non-essential businesses. Most of our properties continue to remain open with heightened measures in place for the safety of our guests and staff. The following properties continue to remain closed until further notice: 

  • Fraser Place Namdaemun (end July)
  • Fraser Suites Sukhumvit (end July)
  • Modena by Fraser Buriram (end June)
  • Fraser Suites New Delhi
  • Fraser Suites Le Claridge Champs-elysées, Paris (21 June)
  • Fraser Place Canary Wharf, London (3 July)
  • Park International Hotel (3 July)
  • Fraser Suites Queensgate, London (3 July)
  • Fraser Suites Edinburgh (14 July)
  • Fraser Suites Glasgow (14 July)
  • Capri by Fraser, Barcelona / Spain (21 June)

For Malmaison and Hotel du Vin re-opening dates, please visit their website for more information.

Should you have further enquiries about your reservation or of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information.

How do I know if the property I have booked with will close temporarily?

Due to the developing situation of COVID-19 and its uncertainties, we will work alongside you to allay any concerns you may have with regards to your reservations. The concerned property will be in touch with all guests that have a upcoming reservation. To find out more of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information. 

What happens to my reservation should a property decides to close temporarily?

The property will reach out to you as soon as they can, should any reservations be affected in the event of changing local regulations.

Are you accepting new check ins/ reservations?

We are always ready to welcome you. Our properties will operate and accept reservations in accordance to local regulations. Restrictions, if any, will vary accordingly. For reservations enquiries, please contact us at reservations.global@frasershospitality.com or the property directly.

Hygiene, Cleanliness & Sanitation Measures

Has Frasers Hospitality been awarded with any hygiene accreditation?

At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. All of our properties, in their respective regions, are working towards achieving the necessary accreditation set out by the local authorities.

What are the sanitation routines and policy in place now due to COVID-19?

We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. All our properties have heightened their preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

• Intensified cleaning and sanitizing of public spaces and facilities
• Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
• Contactless payment options made available
• Availability of masks, sanitizers and thermometers upon request
• Daily security and temperature checks of staff and guests
• Alternative arrangements for food and beverage
• 24/7 management support team to implement any additional and immediate measures recommended by health authorities

Are there screening measures in place for guests and staff?

Anyone (guests, staff, visitors and vendors alike) entering the property* premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place.

What happens if another guest in the same property is infected with COVID-19 during my stay? What kind of help and support can I expect from the property?

We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties.

Are your properties being block-booked by the government/used as quarantine facilities?

None of our properties are being used as a quarantine facility at the moment. Frasers Hospitality is continuously monitoring the situation and remains in direct contact with the local government to ensure that communication remains open and that the most relevant information given to our guests and staff is up-to-date.

Do you have stepped up cleaning protocols for hotels in locations where there are confirmed COVID-19 cases?

All our properties are monitoring the local situation closely and following the protocols and policies implemented. We have been working closely with the relevant health authorities in all affected markets, to ensure that precautionary measures are undertaken at all our properties. Our staff and guests are also encouraged to reach out to the management should they feel unwell or display any related symptoms.

Facilities & Services

Are facilities open for usage? If not, when will they be open for use?

As we adhere to safe distancing directives set out by the relevant authorities, most on-site recreational facilities such as Swimming Pool, Gym, Restaurant, Steam and Sauna remain close at the moment. In common public areas such as the Lobby and Residents' lounge, minimal gatherings and interactions are encouraged. We strongly urge our guests and staff to join us in our effort to flatten the curve.

Safe distancing signage are in place for facilities that remain open which all guests are reminded to adher to. For more enquiries on facilities and operational hours, please contact the property or visit the website for more information.

With these facilities closed, what else can I do during my stay?

The wellbeing of our guests continues to be our priority. To this end, we have developed a series of engaging 'Stay (In)spired with Fraser' content which you can easily participate in the comfort of your apartments / rooms and kitchenette. Activities include fitness work-outs, cooking challenges and even fun ideas to keep the little ones occupied.

Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?

Yes of course. We continue to offer a range of flexible services to our guests, depending on their needs.

Will breakfast and F&B services be available? How are they handled?

Most, if not all, of our F&B facilities remain open only for takeaway or delivery. Guests or patrons are spaced a distance apart at all times (i.e. within the premise and when queuing). To minimise unnecessary interactions, dine-in service is not allowed. We do, however, provide in-room dining services and other delivery alternatives.

Some of our properties will offer freshly-made Grab & Go or takeaway bentos, in replacement of Buffet breakfast. Please visit the property website for more information.

With these newly minted measures in place, how different will my stay experience be?

Our properties are keeping pace with the changes in local advisories and extending flexibility where needed. We remain committed to maintaining the highest standards of hygiene, cleanliness and service for your well-being and safety. Our staff dedicates to ensure that your stay continues to be memorable and comfortable at all times.

*Applicable to selected properties as permissible under local regulations.