A message to all our guests
These are challenging times and now, more than ever, the comfort, health and safety of our guests and employees is our primary concern. Mandarin Oriental’s extremely high standards of health and hygiene are all firmly in place at our hotels around the world, and we remain alert to advice, from health experts and government authorities, adapting our best practices accordingly.
As and when your thirst for adventure and new experiences returns, Mandarin Oriental will be here to welcome you with warmth. When you next check-in with us, you will notice certain changes in our procedures to ensure your safety and comfort, including the implementation of our ‘We Care’ programme.
This has been designed to ensure that you remain well taken care of and still receive the service excellence that you have come to expect from Mandarin Oriental. While we adapt to this new situation, our colleagues continue to surprise and delight our guests with service that truly comes from the heart.
Should you wish to discuss these or any specific concerns you have prior to your arrival, each hotel will be happy to do so directly with you.
In the meantime, I would like to thank you for being a fan and we look forward to welcoming you again soon.
James Riley
Chief Executive Officer
Mandarin Oriental Hotel Group
Full details of our enhanced Fire, Life, Health and Safety standards and our cancellation policies can be found here:
Mandarin Oriental’s ‘We Care’ Health and Safety Programme
In response to the current COVID-19 pandemic, Mandarin Oriental has implemented an additional ‘We Care’ programme of stringent protocols to further safeguard the comfort, health and safety of guests and employees.
The Group’s existing high standards of health and hygiene have been enhanced at every hotel around the world, and each property remains alert to local advice from health experts and government authorities, adapting best practices accordingly.
Lloyds Register, an internationally recognized independent assessor, audit the Group’s rigorous Fire, Life, Health, Safety & Security standards on an annual basis and have verified the new additional methods in place.
In every department there are detailed operating procedures, manuals and training programmes that are adapted and implemented according to each individual location.
‘WE CARE’ INITIATIVES
A full list of groupwide ‘We Care’ initiatives can be viewed here. While some measures may vary according to destination and local government guidelines, as you would expect from Mandarin Oriental, at all times your safety and comfort will be ensured. If you have any questions on what procedures are in place at a specific location please contact the hotel directly, who will be happy to assist.
 Pre-ArrivalPrior to arrival, guests will be asked if they would like to discuss personal preferences on service levels and interaction with colleagues |
   ArrivalHealth declaration forms required on arrival as appropriate to each destination.Temperature checks are underway for all guests and colleagues, as well as standard protocols for handling temperature detections of 37.5 degrees Celsius and aboveThermographic CCTV cameras in place in most of our hotelsMandarin Oriental branded ‘We Care’ personal protective equipment (PPE) available for all guests to use during their stay, which include face masks, disinfectant hand sanitisers and disposable glovesAppropriate personal protective equipment are worn by all colleagues throughout the hotelEnhanced health and safety training measures have been put in place for all colleagues, including the correct procedures for wearing PPE equipment, social distancing awareness and case notification protocols |
 Hotel & Guest RoomsPreventive measures have been distributed to all suppliers and contractorsSignificant increases in regular disinfection is conducted across all hotel areasIncreased cleaning in place of air handling and fan coil units as well as regular maintenance and filter changesIncreased cleaning in place of all hard surfaces throughout hotel public areas and in guest rooms – focusing on frequently used elements such as door handles and lift buttonsIncreased anti-viral disinfection measures in place for all in room soft furnishings and surfaces e.g. telephones, bedside buttons and ornamentsBedding and linen changed and cleaned daily, or less often according to preference, and washed at sufficiently high temperatures to ensure sterilizationLaundry, bedding and linens washed at sufficiently high temperatures to ensure sterilisationTable distancing measures in dining outlets to ensure alignment with local requirementsIncreased use of anti-viral disinfection measures in place across all spa and wellness facilitiesIn many locations, our hotel spas and wellness areas have introduced private areas for training and treatments |
Cancellation Policies
Mandarin Oriental Hotel Group offers highly flexible policies for changing or cancelling individual reservations at all of its hotels worldwide*. Detailed information can be found on each hotel’s booking pages.
*Some exclusions may apply including periods with special event restrictions or during peak demand periods, and for designated Suite and Villa Bookings.
To make amendments to bookings made via an online travel agent or with a third-party travel professional, please contact your booking provider directly.
For individual reservations booked within a pre-existing group block, please refer to the cancellation policy quoted at the time of reservation. Alternatively, contact the group organizer or the hotel directly.
For group bookings, we will work with you closely to manage changes or cancellations on a case by case basis.