OUR COMMITMENT TO YOU
UPDATED: 23 March 2021
A year in to the global pandemic, our priority remains the wellbeing and safety of all our guests.
Due to the changing global travel restrictions, we recommend you check on restrictions to travel from your country to our destinations prior to booking.
We’ve always been super focused on cleaning and hygiene and for years have run a 150 point checklist after every guest check-out to ensure a sparkling clean environment for our arriving guests.
To this we have now added a COVID-19 specific set of additional deep clean disinfection and sanitisation procedures in-line with the latest research and recommendations from the World Health Organisation (WHO), the CDC (US Centers for Disease Control) and the EPA.
This includes elevated deep cleaning procedures and strict hygiene checks as well as sanitisation of all hard plastic and metal surfaces and major touch points including light switches, door and window handles, tabletops, electronics, appliances and control panels.
We have also moved to digital check-in where guests check-in online prior to arrival so there is no paperwork to complete and less contact time with our team. We will still welcome you according to social distancing guidelines. Please forgive our not offering to shake hands and limiting our physical contact, so not helping with your luggage at this time.
In countries where it exists, we are also adopting and incorporating recommendations from national bodies such as Turisme de Portugal’s Clean & Safe protocol and Spain’s Ministry of Health good practice guide for the Hospitality Sector.
Cancellation policy flexibility
To deliver on our promise of supporting your travel plans during this global crisis, we have updated our policy as follows as of 1st March 2021 as follows :
- For bookings made via our channel partners such as Booking.com and Airbnb, (other than for their non-refundable tariffs which are expressly excluded from this goodwill offer), we will follow their cancellation policies. However if you are unable to travel due to a government restriction or if we are unable to host you for the same reason, then up to 7 days before departure you can cancel, and we will provide you with a voucher to the value of the non-refundable portion of your booking after the channel partners commission has been subtracted (as they do no take part in our goodwill gesture) and you can use this to rebook at www.espaisroca.com for any of our properties in happier times.
- For Direct Bookings via this web site or over the phone to Espais Roca, including Non Refundable bookings, we will, if you are unable to travel due to a legal restriction by the lead guest’s home government at their home address up to 7 days before your check-in date, allow you to cancel the booking and to receive a voucher for the full value of your booking to rebook at any of our properties in any location when the time is right. The same will apply if we are obliged to close due to a government restriction on the dates of your travel.
Our team are looking forward to hosting you again soon.