CORONAVIRUS FREQUENTLY ASKED QUESTIONS

We understand this is an uncertain time, so we’ve pulled together some of our most frequently asked questions to help you out. Once again, we’d like to thank you for your patience and continued understanding:


  1. I’m due to travel. What are the island entry requirements for my holiday?
    As you may be aware, the islands that Sandals and Beaches Resorts operate in have recently introduced entry requirements and protocols that all visitors need to adhere to. These differ according to the destination and may change at any time.

    We’d like to remind you to check the entry requirements for the destination that you are travelling to before you depart. Please also continue to check the UK Government’s Foreign and Commonwealth Office website for the latest travel advice. Please find some helpful links below with further information.

    • UK Government Foreign and Commonwealth Office (search for your destination): www.gov.uk/foreign-travel-advice
    • Visit Antigua and Barbuda: https://visitantiguabarbuda.com/travel-advisory
    • Barbados: www.visitbarbados.org/travel-guidelines-2020
    • Pure Grenada: www.puregrenada.com/travel-advisory/
    • Visit Jamaica: https://www.visitjamaica.com/travelauthorization/
    • St Lucia: www.stlucia.org/en/covid-19
    • The Bahamas: www.bahamas.com/tourism-reopening
    • Turks & Caicos: turksandcaicostourism.com/tci-assured-program-faq/
  2. I want to amend my booking due to COVID-19. How do I do this?
    Please email amendments@sandals.co.uk with your SAN-reference number and new preferred travel dates, and our reservations team will be in contact to help you rearrange your holiday. Please note that we are currently working in departure date order, with bookings travelling up to the 30 September 2020 as our current priority. If you are travelling after this date and have emailed us to amend your booking, please bear with us. We will respond to your email with you as soon as possible.
  3. I’ve emailed amendments@sandals.co.uk and haven’t received a response. How long will it take?
    We are working in departure date order with bookings travelling up to the 30 September 2020 as our current priority. If you have emailed, a member of the team will be in contact in due course and will assist and help where they can. Thank you for your patience.
  4. I’ve heard Virgin Atlantic is going bankrupt. How does this affect me?
    We’d like to reassure you that the actions being taken by Virgin Atlantic are formalities required for the financial recapitalisation of the airline. Virgin Atlantic’s flight operations and schedules continue to operate as planned, with health and safety at the forefront. The airline continues to re-introduce routes as demand increases and international travel restrictions are lifted. Unless advised, your booking with Virgin Atlantic flights remains unaffected and scheduled as planned so you do not need to contact us.
  5. When will I receive my refund?
    We are working tirelessly to action all refund requests. Once requested and approved, refunds are taking 28 working days to be completed.

    To help speed up the process, we recommend emailing creditdepartment@sandals.co.uk with your bank account information including the account holder’s name, account number and sort code. Please state your SAN-booking reference in the subject line and body of the email. Once we have this information, we will be able to process your refund.

    If you do not wish to provide this information via email, alternatively you can fill out the details on a word document, PDF file or JPEG which you can then upload into a secured folder using the following link – https://www.sandals.co.uk/paymentinformation/. Please note, your details will be automatically destroyed within 7 days.

    Upon receipt of your bank details we will aim to set up same day bank transfers as soon as possible.
  6. I booked via a travel agent (through Sandals and Beaches Resorts- Operated by Unique Caribbean Holidays Ltd), when will I receive my refund?
    For bookings made via a travel agent you will need to liaise directly with your agent. Unfortunately, we are unable to advise when you will receive a refund from them.
  7. If I make a new booking for 2021/2022, will I get a refund if my travel plans are impacted by COVID-19?
    Yes. As per our currentterms and conditions, and as we have been doing for every customer impacted by the Coronavirus, if you’re unable to travel due to government travel restrictions, border closures or airline cancellations, you will be given the option to move your booking to new dates and/or receive a refund. Outside of this, your booking is subject to our normal standardterms and conditions.

    For our full terms and conditions please visit - https://www.sandals.co.uk/terms-conditions/
  8. What is your refund policy?
    If your booking is impacted by COVID-19 you will be given the option to move your booking to new dates and/or receive a refund.

    For our full terms and conditions please visit - https://www.sandals.co.uk/terms-conditions/
  9. Should I pay my full balance for travel?
    Yes. If you have a holiday booked with us you will need to pay the balance 71 days before you travel.

    If you have any concerns regarding your plans please email amendments@sandals.co.uk and our team can advise you accordingly.
  10. When are your resorts opening?
    We’re delighted to announce that we have already started to reopen our resorts.

    For Sandals Resorts reopening dates - https://www.sandals.co.uk/grand-reopening/

    For Beaches Resorts opening dates - https://www.beaches.co.uk/grand-reopening/
  11. Can I make a new booking?
    Yes. If you’d like to make a booking for 2020, 2021 or 2022 travel, please look online or call one of our dedicated reservations team.

    Alternatively, email your request to sales@sandals.co.uk and our knowledgeable reservations team will be able to assist you. To help us plan your dream holiday please provide us with details of your:

    • Number of Guests
    • Preferred Departure Airport
    • Preferred Resort
    • Preferred Departure Dates
  12. How will you be ensuring cleanliness safety at your resorts?
    Our Sandals and Beaches Platinum Protocol of Cleanliness covers additional protocols and guaranteed cleanliness standards to ensure heightened health and safety measures for guests seeking peace of mind in the Caribbean. For full details please visit - https://www.sandals.co.uk/cleanliness-protocols/
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