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 of our staff and guests.

Extended Cancellation and Postponement  

Given the dynamic nature of the Covid-19 situation and varied travel restrictions in many countries, we are constantly reviewing our policies to ensure you benefit maximum flexibility and have peace of mind. 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, you can, if you choose,
- Postpone stay for up to 12 months from the original date of arrival
- Request for a credit voucher
- Waiver of cancellation fees if cancellation is made at least 14 days to arrival date
- Any changes to existing reservations will be subject to availability and rate differences.
•  *For UK Properties only, full waiver/cancellation of any 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
• Postponement of stay date is subjected 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. We will ensure our utmost best to honour our cancellation policies wherever possible. For any other enquiries or concerns, please do not hesitate to contact the property in question directly.

Fraser World  

For our valued Fraser World members, we have extended additional benefits to enable greater convenience to your travel itineraries. 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 us at 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. This includes:

• Heightened cleaning and sanitizing of public spaces and facilities
• Availability of masks, sanitizers and thermometers
• Daily security and temperature checks of staff and guests
• Alternative arrangements for food and beverage

In addition, a 24/7 management support team is on standby, and will monitor and implement any additional measures recommended by health authorities immediately and seamlessly.

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