#Frasercares - covid - 19

FREQUENTLY ASKED QUESTIONS

Reservations & Cancellations

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

Given the dynamic nature of the situation 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 #FraserFlexibility 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.

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 and the best rate guarantee, please contact the property directly.

Hygiene & Cleanliness

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. Going the extra mile for hygiene has earned us global certification by the world's leading inspection, verification, testing, and certification company, in addition to local certification in each country. We go far beyond recommendations and guidelines to provide you with absolute peace of mind. #FraserCares

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 is well-informed to assist guests to ease any anxieties. This includes, but is not limited to: 

• Intensified cleaning and sanitizing of public spaces and facilities

• Clear and instructional guides/posters 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 immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on the ground to offer the necessary assistance in times of crisis or uncertainties. 

Are your properties being booked by the government or 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. 

Do you stepped up cleaning protocols for properties in locations where there are 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. 

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. All of our properties continue to remain open with heightened measures in place for the safety of our guests and staff. 

Should you have 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 its guests that have an upcoming reservation. To find out more about the property, please contact us or visit the property website for more information. 

What happens to my reservation should a property decide 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 in/reservations?

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

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 are limited to a maximum capacity at each time. 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 facilities closure, what else can I do during my stay?

The well-being 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 and preferences. 

With 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 ensuring that your stay continues to be memorable and comfortable at all times.