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Elite Havens Covid-19 Policy

An elite haven offers you the luxury of privacy, exclusive use of its facilities and a restful holiday experience, socially distanced from the crowds. We have implemented strict hygiene controls and cleaning procedures to adapt to the new normal and our villas and chalets are meticulously sanitised periodically.

As per health protocol, gatherings are not allowed in our villas during this period, outside of the resident guests. Please note that we follow government policies and guidelines in each destination and that these may change between your booking date and check-in date. All our villas and chalets adhere to the local health and safety regulations, and are obtaining certification by the local government when required (such as a certificate and badge bestowed upon us by Amazing Thailand Safety and Health Administration confirming our villas adhere to Thailand Safety Health protocols; and CHSE [Cleanliness, Health, Safety and Environmental Sustainability] Certificate by the Ministry of Tourism and Creative Economy of Indonesia).

To allow a high degree of isolation during the current pandemic, in-villa services only include housekeeping thrice a week and security staff (in all destinations except Niseko). Our professional, on-ground staff members are always masked on duty, are routinely tested and most have already been vaccinated so you can have a relaxing and stress-free holiday. They have also undergone extensive training as the health and wellbeing of our guests and employees remain our top priorities. We appreciate the trust you place in us and are committed to offering you a safe sanctuary for a truly memorable vacation.

In the event that your trip is disrupted due to Covid-19, and you wish to cancel within 90 days of your arrival date, kindly follow these steps so we can protect you financially:

Bookings made before 19 February 2020:

  1. If you wish to cancel your booking, we will supply you with the necessary paperwork to file a claim with your travel insurance.
  2. If you are not covered by travel insurance, we will be happy to accept your cancellation at no charge and convert your booking into a credit note which allows you to rebook the same villa or chalet within 12 months of your original arrival date. You may choose the travel dates later.

New bookings made after 1 June 2021 - Book with Confidence guarantee:

  1. If you wish to cancel your booking, we will supply you with the necessary paperwork to file a claim with your travel insurance.
  2. If you are not covered by travel insurance, we will convert your booking into a credit note at no charge, allowing you to rebook the same villa or chalet within 12 months of your original arrival date. You may choose the travel dates later, as long as the stay is completed within 12 months of the original check-in date.
  3. If your country of residence issues a travel ban or a do-not-travel advisory to the destination booked; or your flight is cancelled and alternatives are not available; or if you are subject to government-enforced quarantine; we will be happy to accept your cancellation at no charge and issue you a credit note which allows you to rebook the same villa or chalet within 12 months of your original arrival date. You may choose the travel dates later.

Terms and Conditions:

  • Credit will be based on the booking value paid.
  • Valid on bookings paid in full or where only deposit value has been paid and the remaining amount is pending.
  • Rebooking will be at the same villa under the same client/booking name.
  • Credit valid for 12 months from the arrival date of the original booking.
  • Rates/promotions, inclusions and booking terms for new bookings will follow terms in place at the time of rebooking.
  • Any unused credit will not be refunded and if the booking value is higher, the difference must be paid.
  • You are required to contact the Elite Havens team at least a week before the arrival date.

Disruption may include enforced quarantine, concern for young or elderly or infirm within a group, flight cancellations, travel advisories and removal of insurance cover. Proof may be required.

 

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