Playa

Dear friends,

After months of physically distancing, I'm sure, like me, you're dreaming of returning to your favourite destination. Looking back now, especially as we live through the strangest time of our lives, what I think about the most is how we as a team - and really, as a family - have been able to stay socially connected, supportive and hopeful. That includes guests and team members supporting each other in every way we can imagine. The greatest gift we can share right now is one of friendship, kindness and optimism. We received so many heart-warming letters from guests from all over the world, showing their care and expressing their wish to return as soon as they are able, and it's been nothing short of encouraging and uplifting for the team's motivation. As we take steps towards recovery and planning where to go next, we probably have many questions on our minds on how safe it is to be travelling and the proper precautions we need to take before embarking on our next voyage. I would like to assure you that the comfort, safety and wellness of our extended family remain our utmost priority. To ensure you are holidaying with peace of mind, we offer a flexible rebooking and cancellation policy as follows:

• All reservations for arrivals between now and 31 October 2020 will not be subject to any cancellation or rebooking charges until 3 days prior to arrival.
• Any prepaid amounts will be fully refunded for all reservations with arrivalsbetween now and 31 October 2020.
• For postponed stays with original arrival dates between now and 31 October 2020, no rebooking charges will apply, and the new stay dates willbe confirmed at the same originally booked rate for new stay dates up to and inclusive of 22 December 2020. For new stay dates from 23 December2020 onwards, these stays will be confirmed at the rate applicable and combined with any offers and promotions in force at the time of reconfirmation of the new stay dates.
• For rebooking or cancellation for stays from 1 November 2020 made on our website or through The Lux Collective Central Reservations, please contact us at reservations@luxresorts.com.

We have also made some service adjustments in consultation with SGS, the world's leading inspection, verification, testing and certification company, in addition to the precautionary measures recommended by the World Health Organisation.

• Use of gloves and masks for Team Members in all relevant areas
• Maintaining physical distancing protocols using signage and markings throughout the properties
• Installation of contactless hand sanitizing stations throughout the properties
• Cleaning and disinfection cycles increased to ensure optimal hygienic standards
• Daily temperature checks for everyone accessing the hotels at all entry/exit points
• A trained Covid-19 Officer responsible for ensuring each hotel's new operational regulations and procedures are strictly adhered to
• Doctor on call 24/7 and resident nurse available in all resorts

Guestrooms

• All rooms between departures and arrivals to remain vacant for a minimum of 24 hours
• Minibars will remain empty with a wide selection of items available upon request
• Pedal bins placed into each guest room to provide safe disposal of facemasks and other protective equipment
• Sanitary wipes and sanitiser bottles

Public Areas and Facilities

• Hand Sanitizer Stations throughout all public areas
• Frequent sanitisation of high-touch points areas using fogging equipment,electrostatic sprayers and wipes
• Regular sanitisation of high-touch areas (changing rooms, door handles, mirrors, hooks etc)
• Automated sensors for high touch surfaces in public areas

Public Bathrooms

• Automatic single-use tissue dispenser

Pool and Beach Facilities

• Re-arrangement of sunbeds - to comply with physical distancing requirements
• Cleaning and sanitising of sunbeds after each use with a "Cleaned andSanitised" sign after sanitization is completed.
• Frequent sanitization of outdoor showers

Restaurants

• Menus are offered either via iPads which are sanitized after each use and/or QRCodes provided where guests can quickly open up menus on their own devices
• Buffet area or live cooking stations shielded with glass protection screens (buffets will be discontinued in the medium-term to respect physical distancing)
• Table arrangements adjusted to allow for physical distancing in all restaurants and bars
• Sanitisation of tables will be carried out after each guest. Outlets aresanitized after each service

Spa

• Disposable face cradle, bedcover, sanitised eye pillows and disposable tissues will be provided for guests. Therapists will don on disposable gowns.
• Treatment rooms will be sanitised thoroughly between treatments.
• In changing rooms, clean towels will be arranged in individual lockers.Lockers and showers will be sanitised after every use.
• Seat and loungers to be re-arranged to comply with physical distancing requirements
• Biozone mobile disinfection atomiser to be placed in the spa lobby, public areas and in treatment rooms

Fitness and Wellness

• Advance booking for selected time slots required. Thorough cleaning and sanitisation of all gym equipment in between time blocks
• Private fitness and wellness sessions indoors will be replaced by outdoor wellness classes (maximum 6 persons per class)
• Small fitness equipment will be individually packed and sanitised
• Shoe sanitising mat placed at the gym entrance.

In the Community

The teams at LUX* Resorts & Hotels, SALT Resorts and Tamassa Resorts understand the courage it takes for the brave people to fight on the frontline. Our teams have banded together to provide support to their local communities. In Mauritius, SALT of Palmar produced 500 re-useable facemasks for the villagers and police in Belle Mare; LUX* Belle Mare Resort & Villas, LUX* Grand Gaube Resort & Villas and LUX* Le Morne Resort baked over a thousand cupcakes to thank the first responders for their selfless service rendered during the country's confinement; and the team at Tamassa put together care packs consisting of daily necessities and dry goods for the underprivileged. Over in Yunnan, China, LUX* Tea Horse Road Benzilan has been doing their part to care for the environment by picking up trash along nature trails and hiking routes, in additionto cleaning and volunteering their services in the revered Tibetan Buddhist temples in Shangri-La.

This unprecedented situation has taught us how fragile freedom is and travelling as we know it will now change irrevocably, but it will bounce back. We eagerly await your return. Meanwhile, stay safe and stay in touch.

Sincerely always,
Paul Jones
Chief Executive Officer