Trusted for travel

At Belmond, we are working hard to ensure that we are ready to welcome back our guests from around the world. I thank our fantastic teams for their unwavering commitment to support our guests, colleagues and communities throughout this challenging time. 

For more than 40 years we have been redefining and reshaping the travel experience. The challenge of today’s global pandemic will not stop us from re-imagining the future of luxury travel tomorrow. If anything, it will encourage us to go further and evolve faster. 

True to the pioneering spirit of our brand, our aim now is to reach new levels of excellence – both in health and hygiene, and in those areas that underpin our exceptional service. 

We welcome the enhanced requirements being issued by many health authorities and governments globally and, as always, we remain uncompromising in our approach to cleanliness. We will work continuously with our dedicated in-house experts and in close collaboration with leading health and hygiene authorities to ensure our even-higher standards are achieved and upheld. Below is an overview of some of the comprehensive steps we are taking to implement our enhanced protocols, which are subject to rigorous reviews. On every level, we will continue to protect the many communities we serve. 

At the same time, whilst adhering to the new guidelines on cleanliness and social-distancing, we pledge that our guests will once again feel welcomed into warm and comfortable environments, able to enjoy extraordinary travel and award-winning dining at its finest. We will continue to rise to the challenge of fulfilling our guests’ needs, especially in this regard. 

The Belmond experience has long been defined by incomparable service, timeless retreats rich with culture, natural wonder and genuine care. We believe our future lies in our heritage. And that, within our walls, our guests will once again experience moments of magic, among those who matter most. 

Until we meet again, please stay safe. 

Roeland Vos, President & CEO

Belmond Protects

Continuing to provide a safe environment for our associates and guests

• Dedicated In-house Expertise – All of our associates receive continuous and comprehensive training on hygiene and cleanliness standards and will undergo further POSI (prevention of spread of infectious disease) training prior to reopening, as well as advanced training specific to their functional area.  
  Belmond has established procedures to ensure the regular deep cleaning of its hotels and other properties (including our trains and cruises), for example, following a period of seasonal closure. Each property will undergo a deep clean prior to reopening and further specific measures to protect against Covid-19 will be carried out. Once reopened, our enhanced cleaning standards will continue to be overseen and regularly reviewed by each property’s dedicated safety management team.  
  Additional antibacterial disinfectant products are being supplied across our properties and will be regularly used throughout the day to ensure surfaces are clean to prevent the spread of Covid-19.  
  These measures are in addition to our already robust hygiene and cleanliness protocols which already mandate good hand hygiene, supplying handwashing facilities, as well as alcohol-based hand sanitizers, and strict guidance on regular hand washing throughout the day.  
  Our protocols have been developed with a leading industry partner and will be subject to regular audits. 
• Enhanced Protocols – All our employees are well-trained to identify the symptoms of Covid-19, and have been instructed not to come to work if they are feeling unwell or had contact with anyone who is suspected or confirmed as having Covid-19.  
  As an added precaution, employees will be temperature screened before starting work. If an employee is displaying any symptoms relating to the virus, they will be sent home. 
  Additionally, we will be asking all guests to undergo a temperature-check upon arrival and to complete a thorough registration form. If, on arrival, a guest is showing a high temperature, or any other symptoms consistent with Covid-19, they will be asked to travel later and will be cared for in a separate designated room until suitable onward care can be arranged.
• Safe and Seamless Service – We will continue to explore and make use of digital technology so that we can provide a seamless service whilst respecting social distancing requirements at all times. For example, guests who have booked with us direct will be able to complete the check-in process online prior to arrival, restaurant and bar menus will be written on chalkboards or printed on single-use and recyclable material, and housekeeping staff will not enter rooms whilst guests are present. As far as possible, we will automate these fundamental services so that our associates can focus on delivering Belmond’s hallmark warm and personal service.
• Partnering with Industry Leaders – We will continue to work closely with the relevant health bodies and are partnering with a third-party specialist to develop these standards and have them regularly audited so that our guests can trust that we are meeting these at the highest possible level. 

Across all of Belmond’s properties and experiences, every element of the guest experience has been considered and reviewed to ensure that our guests can feel at ease when they travel with us. For further information about the extensive measures we have put in place or the industry leaders we work with please review the FAQs below or contact us using the information listed at belmond.com/contact-us. 

We look forward to welcoming our guests back to our safe and clean properties around the world when the time comes.

Flexible Booking Policy

Belmond is committed to providing our guests with travel planning flexibility as possible, so you can book your next travel experience with confidence.

Please be aware that previously applicable change and cancellation fees are currently being waived across our entire portfolio as follows: 

Belmond (Hotels)

Cancellation and Rebook Policy – Updated July 01, 2020

Existing Reservations 
All guests with reservations confirmed prior to April 30, 2020 for arrival dates on or before August 31, 2020 will be allowed to change or cancel without charge from Belmond. This includes advance purchase rate and other pre-paid reservations. For bookings beyond August 30, 2020 we want to remind you of the flexibility already built into our rates and packages that allow our guests to amend travel plans as necessary.

New Reservations 
All new reservations booked between May 01, 2020, and July 31, 2020, for arrival on or before September 30, 2020, can be changed or cancelled without charge by Belmond up to 7 days prior to arrival.

For full details and to make arrangements, please contact us by phone or by email using the contact information listed at belmond.com/contact-us. Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.

For group bookings, our reservations teams will work closely with you and/or your event planner to manage any changes on a case-by-case basis. Our hotel reservation teams are actively supporting customers to address the needs of each group, including moving events scheduled [prior to August 31, 2020] to a suitable alternative date. For more information on the terms and conditions of group contracts please contact us directly at belmond.com/contact-us.

Belmond (Trains & Cruises)

Cancellation and Rebook Policy – Updated July 01, 2020

Existing Reservations  
All guests with reservations for a journey departing on or before July 31, 2020 will be allowed to change or cancel their booking without charge and will receive a full refund of any amounts paid to Belmond. 

All guests with reservations for a journey departing on or after August 01, 2020 will be able to reschedule their journey up to 35 days prior to the scheduled date of departure without charge by Belmond.

Guests will be able to select a new departure date from the current published schedules for 2020 and 2021, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.

New Reservations 
All new reservations booked between July 01, 2020 and September 30, 2020 for a departure date on or before December 31, 2020 can be changed up to 35 days prior to the scheduled date of departure without charge by Belmond. 

Guests will be able to select a new departure date from the current published schedules for 2020 and 2021, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply. 

We are all in this together and we recognise the trust that you place in us each time you travel or partner with us. We would ask any guest regardless of their recent travels to let us know if they feel unwell prior to travel and we will work with you to rebook your trip. 

Please be assured that we will continue to monitor closely the evolving nature of this situation, respond to up-to-the-minute advice, and do everything possible to support our guests, partners, and team during this period.

CHECK-IN PROCESS

Will the properties change their check-in process? 

We remain steadfast in our commitment to provide every guest, partner and employee with the highest standards of service and care. In order to ensure Belmond is effectively protecting those at their properties, we have made some temporary changes to our check-in process across our portfolio.

For guests who have booked directly with us, we will contact you via email approximately 10 days prior to arrival with information about our enhanced health and safety measures and to help you make the most of your forthcoming stay. You will also receive detailed information about our new pre-arrival check-in process about 3-4 days prior to arrival.

To help make your stay as seamless as possible, we have launched a new App that is available to download free on Apple and Android devices. The App contains all the latest information about the available services and facilities on-property. Users will also be able to complete the pre-arrival check-in via the App by entering their booking confirmation number. To learn more about the Belmond App, please refer to the Belmond App section in this FAQ.

ADDITIONAL HEALTH AND SAFETY MEASURES

Will you be putting in place measures to check guests on arrival for symptoms of Covid-19?

Upon arrival, and periodically throughout the stay, we will be asking all guests to undergo a contactless temperature check. Please be aware that we are unable to accommodate you if you do not complete this check.

If this contactless temperature screen reveals a fever above the threshold listed by local health authorities as a possible symptom of COVID-19, or if you or a member of your household has had any other symptoms consistent with COVID-19 within the previous 14 days, unfortunately, we will be unable to provide overnight accommodation. However, you and your party will be cared for in a separate designated room, by a dedicated team who will ensure suitable onward care is arranged.

How long are the health and safety measures going to last?

At present, the evolving nature of the pandemic means we cannot provide a definitive answer.

As a company, we continue to closely follow the latest guidance from governments and world health authorities and will undertake comprehensive and continual reviews of our operations to ensure that our comprehensive health and safety protocols, developed in partnership with a third-party specialist, continue to meet the highest of standards, adhering to all new requirements

CLEANING PRACTICES

What are the changes you are making to cleaning practices? 

Providing a safe environment for our guests and employees is our top priority.  Belmond has extremely robust hygiene and cleanliness procedures in place. We have implemented a series of new cleaning protocols targeted to protect against COVID-19 and ensure our even-higher standards are achieved and upheld. These enhanced measures include extra protocols for staff personal hygiene, removing unnecessary touch points, cleaning and disinfection and social distancing for pre-opening and after our property has opened.

We have established procedures to ensure the regular deep cleaning of our hotels and other properties, for example following a period of seasonal closure. A full deep clean of all areas at every hotel, train and river cruise will be conducted prior to re-opening, following these well-established best practices. To provide an extra layer of protection, however, specific measures to protect against COVID-19 will be carried out.

These additional measures will include the removal and deep cleaning of all curtains, fabrics, quilts, pillows and cushions. All floors and hard surfaces will be cleaned and disinfected with an approved cleaning product proven to kill the virus that causes COVID-19. All carpets will be disinfected and upholstered furniture and mattresses will be steam cleaned.

The super-chlorination of all swimming pools will be carried out prior to re-opening. Coronavirus is killed by chlorine, so it is safe to keep outdoor swimming pools operational. Chlorine will be added to our sea water swimming pools, and kept within the operating parameters of regular swimming pools. Pools that are open will be staffed to ensure adherence to social distancing in and around pools.

We will continue to carefully review government advice with respect to PPE (personal protective equipment) requirements on an ongoing basis. Depending on guest-employee proximity in an area in which these measures are being implemented, and whenever it is deemed to be required, Belmond’s employees will be wearing protective wear, including face covers and disposable gloves. Single-use face covers will be made available to guests at all times.

Our comprehensive operating procedures mandating the regular cleaning of all surface areas in operation will be further enhanced with the use of even stronger disinfectants that can effectively kill the virus that causes COVID-19. A safety management team will be established at every property prior to reopening to ensure employees continue to receive regular training on these protocols. We have engaged the world’s leading inspection, verification, testing and certification company, SGS, to ensure that standards are kept under review and validated. All protocols and standard operating procedures will be subject to updates in line with the very latest guidance from relevant health and industry authorities, as local code and regulations.

RESTAURANTS

What measures will be in place in the restaurants?

Buffets and self-service options will not be provided and will be replaced by a-la-carte options. Prior to the reopening of each property, our team will be reviewing the floorplans to ensure table spacings are in line with the local regulations and relevant health and industry guidelines on social distancing. Specific measures such as staggering dining times or maximum capacity measures have been determined in consultation with the relevant health bodies and third-party specialists and will remain subject to continual review.

We have taken this opportunity to expand our outdoor dining options. Our property team will be delighted to share information on the latest dining experience available.

POOLS

Will you have social distancing measures in place at your pools?

Yes—we will ask guests to respect social distancing guidelines when using the pool, as in other public areas. Pools that are open will be staffed to ensure adherence to social distancing in and around pools.

Sunbeds will be spaced apart so as to adhere to social distancing guidance. The number of sunbeds available will be in line with the occupancy of the hotel, removing unneeded sunbeds to maximize the space.

Social distancing will be respected at all times when food or drink is served.

Please note that in some locations pools may remain closed. You will be informed prior to arrival should this be the case at their chosen destination.

EMPLOYEES

How is Belmond specifically preparing their employees to protect them at work?

The safety and wellbeing of our associates is our top priority. As well as providing comprehensive training to all associates, with further specific training according to their functional area, we are working with supply partners to equip our staff with the necessary protective equipment. As a company, we have also been taking steps to ensure that face-to-face contact will be reduced where appropriate. A safety management team will be established at every property prior to reopening to ensure employees receive continual training. We have engaged the world’s leading inspection, verification, testing and certification company, SGS, to ensure that standards are kept under review and validated. All protocols and procedures will be subject to updates in line with the very latest guidance from relevant health, industry and local government authorities.