#FraserCares

As our properties worldwide reopen, your safety, security and well-being continue to be our number one priorities.

Fraser Cares provides even greater reassurance by helping to keep you and your loved ones safe at all times – wherever in the world you stay with us. When you make a reservation, we also offer additional flexibility, so you can plan with confidence.

As well as ensuring that safety protocols, including temperature-taking, mask-wearing, hand-sanitising and social distancing measures are rigorously followed, Frasers Hospitality uses a patented, chemical-free, child-friendly cleaning system to eliminate germs on all surfaces, especially ‘high touch’ areas, such as work desks and gym equipment.

Going the extra mile for hygiene has earned us global certification by a leading international standards authority, in addition to local certification in each country. We go far beyond recommendations and guidelines to provide you with an absolute peace of mind.

 

Globally certified levels of hygiene to ensure your safety and well-being #FraserCares

FOR GUESTS

Additional safety measures are in place from the moment you arrive. Mask-wearing, temperature-taking and safe check-in protocols help to protect you, other guests and our staff. Hand-sanitisers are readily available at every property. Common areas are hygienically cleaned with an ozone-based system that is toxin-free. Rather than returning to business as usual, we have taken the opportunity to further enhance standards of hygiene and cleanliness throughout every Fraser Property worldwide.

OUR STAFF

The health and well-being of our staff is absolutely essential to the operation of our properties and the safety of our guests. Staff are supplied with all necessary PPE, well-trained and regularly updated on developments, with additional training provided as required. All staff members are strictly monitored to ensure that they are well and carefully adhering to protocols. Workspaces are regularly sanitised and contact with guests is minimised at all times, while still maintaining our award-winning levels of service. Rest assured that our staff continue to go beyond the call for the comfort and safety of every guest.

SAFE DISTANCING

We take all necessary steps to ensure that guests and staff comply with government and local authority regulations on public health. Keeping a specified minimum distance from others has proven to be an effective method for preventing transmission. All staff are trained to help maintain this requirement and, through the spacing out of tables and chairs - as well as clearly marking seats and equipment - guests will find it easy to stay safe in common areas, such as The Retreat, gym, Residents’ Lounge, and the swimming pool.

ROOMS

Extra-special care is taken to ensure that rooms are thoroughly sanitised and fresh for incoming guests. Every Frasers Hospitality property is equipped with an ozone-based cleaning system that is both highly effective and toxin-free. Cleaning is now even more comprehensive to ensure the very highest levels of hygiene. Non-essential items have also been removed from rooms and common areas to reduce points of contact throughout each property.

FACILITIES

Frasers Hospitality properties offer a range of sustainable amenities, such as The Retreat and Library Lounge, that are designed to promote wellness. Wherever possible, these facilities have remained open, but with minimum safe distancing in place. In some instances, a booking may be required. Every effort is taken to ensure that these areas are kept meticulously clean and regularly disinfected for your safety.

BOOKINGS

We understand the uncertainties associated with travel in these unprecedented times. Our pledge is that bookings made directly through Frasers Hospitality will remain as flexible as possible, enabling you to book with confidence. For corporate and long-term stays (more than 14 days), please contact the property or sales manager directly. For non-direct bookings, please get in touch with the third-party channel for any amendments to your stay. Whenever you are ready to travel again, we are ready to welcome you.

Fraser World

Loyalty means a great deal in challenging times and should be rewarded. For Fraser World members, we have made it easier to accumulate points. In addition, the criteria for stays accumulated between 1 April 2020 to 31 March 2021 has been revised to the following:

• 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

WATCH THIS SPACE...

Frasers Hospitality is actively monitoring government regulations, the Centers for Disease Control and Prevention, and the World Health Organization to bring you the very latest developments and react swiftly to address them. We want to reassure you that every precaution is taken at all our properties to ensure your safety and well-being.

We look forward to welcoming you back soon.

FAQs

Cancellation, Postponement and Reservations

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

Given the dynamic nature of the 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.

All our properties will endeavour to ensure flexibility in your reservations. However, policies may vary from time to time as they are subjected to changes in local government regulations. For all enquiries, please contact the property in question directly or visit their website for more information. 

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 with 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 
  • Fraser Suites New Delhi

For Malmaison and Hotel du Vin's 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 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 an upcoming reservation. To find out more of the property, please contact us at 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 or visit the property website for more information.

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. Through our partnership with SGS, all of our properties will undergo self-assessment checks in accordance to international and local standards, followed by independent inspections conducted virtually that will cover a range of processes, including safe distancing and cleaning protocols. We continue to remain dedicated to our #FraserCares commitment to deliver the highest standards of health, hygiene and safety for the well-being of our guests and staff.

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?

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. For more information, please visit the property website or contact reservations office directly. 

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 requires an advance reservation. 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 is in place for facilities that remain open which all guests are reminded to adhere 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?

Guests or patrons are spaced a distance apart at all times (i.e. within the premise and when queuing). To minimise unnecessary interactions, takeaways are encouraged. 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.