Deluxe Family

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 arrivals between 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 will be 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 December 2020 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 sanitising 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 compliance with each hotel's new operational regulations and procedures
• 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 face masks and other protective equipment

Public Areas and Facilities

• Hand sanitiser 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)

Public Bathrooms

• Automatic single-use tissue dispenser

Pool and Beach Facilities

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

Restaurants

• Menus are presented either via iPads which are sanitised after each use and/or QR Codes so guests can access our 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 are sanitised after each service

Spa

• Disposable face cradle, bedcover, sanitised eye pillows and disposable tissues will be provided for guests. Therapists will don 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 rearranged to comply with physical distancing requirements

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)
• Shoe sanitising mat placed at the gym entrance

In the Community

The teams of 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 reuseable face masks 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 addition to 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

Collective Care

COVID-19 FAQ's for travellers to Mauritius, the Maldives and Reunion Island

As our islands begin to reopen their shores to travellers, you understandably have questions regarding the new measures in each destination. We have compiled everything you need to know. But if you still have a question, please don't hesitate to contact our hotels directly through our website.

1. Is there a mandatory quarantine for visitors to our destinations?

   There are no quarantine requirements on arrival to our destinations. Be sure to check with your local authorities to see if your country of residence requires a quarantine upon your return home.

2. What are the travel advisories and policies for Mauritius, the Maldives, Reunion Island and China

   We encourage you to check with your local government authorities concerning any travel restrictions there may be for the destination you want to visit. We advise you to check again prior to departure to ensure you have the most up-to-date advice.

3. Will I have access to quality medical assistance while at the hotel?

   Each of our hotels provides on demand access to medical support-a nurse or doctor-who may assist with any immediate health-related matters. If you require further medical attention, they will refer you to the best possible medical services in proximity to the hotel.

4. Do I need travel insurance?

   We strongly recommend that you obtain travel insurance prior to travelling abroad. Ensure that the insurance policy covers Covid-19 related matters. Note that prior to arriving at the hotel, you will be required to either submit travel insurance or declare that you will bear the costs of treatment and isolation if necessary. Don't forget to pack your travel insurance certificate stating Covid-19 coverage. You will be asked to show it at check-in.

5. What should I expect when arriving in the Maldives, Mauritius, and Reunion Island?

   Your airline provider will hand out health declaration forms that need to be submitted to the health authorities upon arrival. Airport authorities have implemented health screening facilities at the airport to monitor passengers and provide assistance in case you are not feeling well.

6. Do I need a PCR (Polymerase Chain Reaction) test prior to travelling?

   The Maldives: Yes. All international tourists staying in our resorts must submit a personal negative PCR test to the hotel 5 to 7 days prior to boarding. The test must have been undertaken between 5 and 7 days prior to boarding. Mauritius: Yes. All international tourists travelling to this destination must submit a personal PCR test to the hotel 5 to 7 days prior to boarding. The test must have been undertaken between 5 and 7 days prior to boarding. Reunion Island: Yes. All international tourists travelling to this destination must submit a personal negative PCR test to the hotel within 72 hours prior to boarding. The test must have been undertaken within 72 hours prior to boarding. You will need to fill in a declaration form stating that you do not have any Covid-19 symptoms and have not been in contact with any confirmed cases of Covid-19 in the 14 days prior to your departure flight.

7. Will I be subject to additional PCR tests upon arrival?

   The Maldives: Upon arrival, you must fill out a health declaration form and have your temperature taken by the airport authorities. All guests will be required to take an additional PCR test on arrival at the airport seaplane lounge. This PCR test will be free of charge and we anticipate the results within 6-12 hours from the time of the test. The PCR test will also be required for children aged 6 years and above. Guests will be able to start enjoying their holiday as soon as they arrive at the resort. Should the guest require a new negative PCR test result before going back to their next destination or country of residence, they can take the test at the resort clinic prior to departure. Same can be booked and organised through the resort Reception team. Selected nationalities different protocol will be applicable. Positive cases will be isolated. Mauritius: Upon arrival, you must fill out a health card and undertake a PCR test at the airport. Positive cases will be isolated. Reunion Island: Upon arrival, you must fill out a health declaration form and present your PCR test results to airport authorities. Positive cases will be isolated.

8. What measures are implemented in the hotel to reduce the risk of infection for both team members and guests?

   Please scan the QR code below to view our Collective Care programme, which gathers all Covid-19 sanitary measures we are taking or visit our website.

   

9. Are you testing your employees regularly?

   Yes. We perform daily health checks on all employees before they enter the workplace.

10. What is your hotel's cancellation policy?

    All reservations for stays between now and the 1st October 2020 are subject to a full refund for cancellations made 72 hours prior to arrival.

11. Will I obtain a refund for the remaining of my stay should the hotel undergo lockdown mid-stay?

    Yes. A full refund will be provided for the unused room nights of pre-paid packages should the hotel go under lockdown. The hotel will collaborate with local authorities to safely repatriate our guests.

12. Do I need to wear a face mask in the hotel premises

    Wearing a mask is not mandatory. However, we strongly encourage you to take all the necessary precautions to help contain the spread of Covid-19.