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:
I am due to go on holiday to Barbados, but I saw that the UK has been added to the Country’s High-Risk category. What does this mean? The Barbados Government recently placed the UK on the ‘High Risk’ list. Travellers from High Risk countries must take a PCR Covid-19 test 72 hours (three days) prior to arrival and upload the negative test results via an online form. You are also now required to take a second PCR Covid-19 test two-to-three days after your arrival in the country (four-to-five days after your first test). Until you receive the results of your second PCR Covid-19 test, which can take 24 hours, you will need to stay within the resort. You will be able to move around the hotel and use the facilities during this time, adhering to social distancing rules, apart from the beach as it is open to the public. Once you receive the negative results of your second test you will be able to leave resort and enjoy the rest of your Luxury Included® holiday as usual.
Second PCR Covid-19 tests carried out at Government facilities are free or the resort’s concierge doctor can carry out the test on your suite for a nominal fee ($50 USD per person but this may change). Test results are usually received in less than 24 hours.
Please note, these entry requirements and island protocols may change without notice. Please visit www.visitbarbados.org for important information before you travel. Failure to comply with these protocols may mean that you are refused entry to the country.
I am due to travel to Jamaica but the Foreign, Commonwealth & Development Office (FCDO) advice has changed to ‘avoid all but essential travel’, what are my options? If you are due to travel to Jamaica up to and including 31 October 2020 please email firstname.lastname@example.org with your SAN reference and your original departure dates to discuss your travel options. You will be able to either transfer your holiday to another destination; move your Jamaica holiday to alternative dates in 2021 or 2022; or cancel your holiday. We have a large amount of bookings to work through so please do bear with us. We are assisting all affected customers in departure date order. If you are due to travel to Jamaica after this date, please email email@example.com but please note that we are unable to deal with these bookings until customers departing in the next two weeks have been assisted. Thank you for your continued patience and understanding.
I am due to travel to Jamaica before 31 October 2020 but I still want to travel. Can I? We are amending or cancelling all bookings to Jamaica travelling up to and including 31 October 2020 due to the FCDO advising all but essential travel to the country. Please email firstname.lastname@example.org to discuss your booking. If you’re due to depart up to and including 31 October 2020 your booking will be dealt with as a priority. If you are travelling after this date, please bear with us as we work through the volume of booking amends.
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. 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.
I want to amend my booking due to COVID-19. How do I do this? Please email email@example.com 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 November 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.
I’ve emailed firstname.lastname@example.org and haven’t received a response. How long will it take? We are working in departure date order, with bookings travelling up to 30 November 2020 as our current priority. If you’re due to travel after this date and have emailed us already, please rest assured that your request has been logged but we may not be able to amend your booking until 30-days before the original departure date. Please do not send more emails as this will slow down the amendment process.
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’ve emailed us to cancel a booking which is unaffected by Covid-19 related flight cancellations, the cancellation request will be logged on the date that the email has received. If the email is received at the loss of deposit stage, no other cancellations charges will be applied
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 email@example.com 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.
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.
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 current terms 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.
If your hotel is closed on the dates that you are due to travel, you may be accommodated at a different resort in the same destination. You will only be entitled to a refund if we cannot accommodate your booking at another resort.
Outside of this, your booking is subject to our normal standard terms and conditions.
What is your refund policy? If you have a flight-inclusive booking which is impacted by Covid-19 through flight cancellations, Government travel restrictions or if your original resort is closed and the booking cannot be accommodated at another Sandals or Beaches Resort in the same destination, you will be able to amend your booking or receive a refund. If you would like more time to decide on a new holiday, your deposit can be put on hold for an additional three months.
As per the booking terms and conditions for hotel-only bookings, you will only be entitled to a refund if the resort that you originally booked is closed and your booking cannot be accommodated at an alternative resort in the same destination. You will not be entitled to a refund if your flight is cancelled and this was not booked with us.
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 firstname.lastname@example.org 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. Your request has been logged but we may not be able to amend your booking until 30-days before the original departure date.
When are your resorts opening? We’re delighted to announce that we have already started to reopen our resorts.
My resort isn’t open when I am due to travel, what do I do? Please note, the list of scheduled resort reopening dates is subject to change. If the resort that you’ve booked is not due to be open when you travel, please email email@example.com with the booking details. If you’re travelling to a destination where we have multiple Sandals or Beaches Resorts and there is availability,you will be accommodated in the other hotel for your original travel dates. If no alternative option is available, you will be able to cancel and get a refund or amend your booking.
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 firstname.lastname@example.org 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
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.
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/
Are guests required to wear masks at your resorts? As part of our Platinum Protocols, all our team members are required to wear masks at all times. As we continue to abide by the Government protocols in each island where we operate, currently guests are required to wear face masks in all public areas. Guests are welcome to wear facemasks in other non-public areas if it makes them feel more comfortable around resort. Please note, many airports and airlines require travellers to wear face masks. Please advise clients to check before they travel and make sure they have enough for their trip as some masks must be replaced every few hours.