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 have a booking but we’re in a national lockdown. What happens now?
    As we are sure you are aware, England and Scotland are now in full lockdown and Wales is in Level 4. As a result, international travel is prohibited by law except for essential travel.

    Please contact us on amendments@sandals.co.uk to amend your booking if you are due to travel before the 28 February 2021 to amend your booking. Our policy is as follows:

    • You can amend the dates of your booking to alternative travel dates from 15 April 2021 – December 2022. The original rate paid for the accommodation will be protected at the same resort, in the same room category, subject to availability. Blackout dates for booking amends apply. Any changes to the resort or the room category will incur a cost and will be charged
    • Flight amendment fees and price increases may apply, according to the airline’s policy
    • 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
    • Please note, we’re working in departure date order and currently working on bookings due to depart before 28 February 2021 as a priority
    • If you have already emailed us to amend your booking, please do not email us again or this could delay the process
    • If you’re due to depart after the 28 February 2021, your email request will join a queue and we will come back to you as soon as possible
    • If you are unable to amend your booking, our team will be happy to discuss other options with you. Please note, refunds are currently taking up to 28 working days to process
    • We are currently experiencing a very high volume of enquiries so please do bear with us as we work through bookings in departure date order
  2. 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.
  3. 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 28 February 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.
  4. 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 and including 28 February 2021 as our current priority. If you have emailed already, a member of the team will be in contact in due course. Please do not send more emails as this will slow down the amendment process. Thank you for your patience.

    If are due to travel after 28 February 2021 and you have emailed us already, your request has been logged but we may not be able to amend the booking until 30-days before the original departure date. 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.
  5. What is your refund policy?
    If you have a flight-inclusive booking which is impacted by Covid-19 through flight cancellations or border closures you will be able to amend your booking or receive a refund. If the flight is not cancelled but you no longer wish to travel due to Government travel advice, please contact our team to discuss available options. If you would like more time to decide on a new holiday, your deposit can be put on hold for an additional three months. If you have a hotel-only booking, you will not be entitled to a refund if the flight is cancelled and it was not booked through UCHL as part of a package. For our full 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. Your request has been logged but we may not be able to amend your booking until 30-days before the original departure date.
  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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