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. COVID-19 cancellation and amendment policies (updated 22 March 2021)
    Please note, these policies apply for customers residing in England. For customers who reside in Scotland, Wales or Northern Ireland, we are currently awaiting further information.

    For customers due to travel between now and 16 May 2021:

    • Bookings can be amended to alternative travel dates between 1 July 2021 and December 2022. The rate paid for the accommodation will be protected for the same resort and the same room category. Any difference in airfare or any airline change fees will apply. Our usual £50 administration fee will be waived for booking amends. All booking amends are subject to availability and blackout dates
            Please note, 1 July 2021 is the earliest departure date available for booking amends
    • Cancellations and full refunds will be provided if you don’t want to amend your booking to alternative travel dates
    • If you have already emailed us to amend your booking, please do not email us again or this could delay the process

    For customers due to travel on 17 May 2021 onwards:

    • Standard cancellation terms and conditions apply. UCHL’s standard booking terms and conditions can be found here: https://www.beaches.co.uk/general/terms/
    • Bookings can be amended to alternative travel dates between 1 July 2021 and December 2023. Any difference in accommodation costs will apply. Any difference in airfare or any airline change fees will apply. Our usual £50 administration fee will be waived for booking amends. All booking amends are subject to availability and blackout dates
    • Please note, 1 July 2021 is the earliest departure date available for booking amends
    • We are currently dealing with booking amends and cancellation requests up to 31 August 2021. If you’re due to travel after this date, your email request will join a queue and we will come back to you as soon as possible

    If you wish to amend or cancel your holiday please email amendments@sandals.co.uk with your SAN reference and preferred new travel dates and our team will be in touch as soon as possible. We are currently dealing with a high volume of enquiries so please bear with us. Thank you for your patience.
  2. The UK currently requires a negative COVID-19 tests for re-entry. Do you offer re-entry COVID-19 tests on resort?
    Currently, all departures returning to the UK are required to take a COVID-19 test for re-entry. To ensure that this is of minimal disruption to your holiday, we have arranged the ability for you to have complimentary COVID-19 testing in the comfort of your resort. Tests will be conducted by approved and practiced medical professionals with maximum convenience and minimal distraction to your overall holiday experience. This will be done within 72 hours prior to your departure and your test results will be available within 24-48 hours.
  3. 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. These websites will also provide information about whether visitors are permitted to embark on tours and excursions and other activities outside of resorts. 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.


    Please note, our Call Centre team cannot advise you on Government protocols in each destination and will recommend that you look at the relevant website listed above and visit the FCDO website before you travel.
  4. 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 31 August 2021 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.
  5. What is your refund policy?
    Please see section 1.

    If you would like more time to decide on a new holiday, your deposit can be put on hold for an additional three months.

    For our fill standard terms and conditions, please visit - https://www.beaches.co.uk/general/terms/.
  6. 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 your balance is due but you want to amend your travel dates, please do not pay your remaining balance. Please email amendments@sandals.co.uk with the details and your preferred new travel dates to discuss amending your booking and your request will be automatically logged.

    We are dealing with bookings in departure date order to provide you with the most cost-effective and flexible travel alternatives alongside our airline partners. If you have emailed us and have not yet received a response, please bear with us.
  7. 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/
  8. Can I make a new booking?
    Yes. If you’d like to make a booking for 2021, 2022 or 2023 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
  9. Do I need to reconfirm my flights before I travel?
    Yes. Whist we make every effort to provide you with accurate flight information, airlines can make changes to their flight operations particularly in these difficult times. We therefore strongly recommend that you reconfirm your flight departure time, airport and terminal 72 hours prior to departure directly with the airline. Sandals & Beaches Resorts or Unique Caribbean Holidays Ltd. are not liable for passengers arriving at incorrect departure terminals or for any missed departures.

  10. 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.beaches.co.uk/cleanliness-protocols/
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