IMPORTANT TRAVEL INFORMATION - COVID19
At Sunway we have always believed that people are at the center and that is why health and well-being are our priority. For both our guests and for our teams, that is why we request to our guests and staff to commit to respecting the special protocol that we create for protect ourselves.
As a company committed to all our clients and with the aim of maintaining our commitment and your peace of mind, we want to share with you some of the measures we have adopted to manage those reservations that have been affected due to this contingency.
It is important to remember that these measures will apply to reservations whose date of stay coincides with the period of force majeure or this of exception.
RESERVATIONS THROUGH DIRECT CHANNELS
Reservations made through our web pages, by phone or directly at the hotel reception.
We give you to choose two options, regardless of whether the rate of your reservation is refundable or non-refundable:
Option A: you have the option to keep your reservation deposit until February 28, 2021, which must be redeemed at the same hotel where the reservation was made. How do you do it? Write a message with your reservation information to the email address email@example.com.
Option B: You have the option of receiving a full refund. If your reservation was made through our website, you can cancel it directly through the same email indicated above. If you booked by phone or another direct channel, you can contact us so we can assist you, just remember that the requests will be working by date of entry according to the reservation. You will receive a reply as soon as possible.
IMPORTANTE: Option B only applies during in typified cases of force majeure.
RESERVATIONS BY TRAVEL AGENCIES OR ANY ONLINE RESERVATION PLATFORM
If you have a reservation made through a third party, we ask you to contact them directly so they can help you.
RESERVATIONS GROUPS AND EVENTS
Our team of groups is working every day to contact all affected customers and offer them a solution. If you need urgent assistance, you can write to the hotel or directly to the person who made your confirmation of your reservation.
We hope to receive you as soon as possible!