COVID-19 TRAVEL INFORMATION AND FREQUENTLY ASKED QUESTIONS

At The Excellence Collection, we strive to provide each and every guest with our signature Bespoke Service, especially in light of the current travel restrictions resulting from the spread of Covid-19 (Coronavirus). 

With the information below, we hope to alleviate your concerns and make it easier for you to enjoy your dream vacation with us at a future date.

How much does the COVID-19 test cost?

Starting on January 15, 2021 for the UK; January 18, 2021 for Canada and January 23, 2021 for the USA and through February 28, 2021, The Excellence Collection is providing the test for free to guests with a return flight to a country that requires the negative COVID-19 results. The test is an Antigen for USA and PCR for Canada, which are the COVID-19 viral tests accepted by these and other countries for reentry. These tests will be available to guests with a minimum stay of 3 days.

We will continue to monitor international air travel requirements in the coming months, so the free testing option could possibly be changed, modified, or extended after February 28 2021; of course, we will keep our guests informed of any testing updates in the coming weeks and months.

For guests who wish to have the test but whose countries do not require it, the cost is $50 usd plus tax per Antigen test and $150 usd plus tax per PCR test. This option is available indefinitely. And in the case of UK and US citizens that would like to take the PCR test as an additional option to the Antigen test, The Excellence Collection will bear part of the cost.

What do I do if I get a positive result on my COVID-19 test?

If a guest tests positive for the COVID-19 test, the on-site Doctor will contact the guest and determine the symptoms. If the guest does not present any symptoms, he/she will go to the isolation rooms that have been established and the COVID-19 protocol will be activated at the hotel.

If the guest presents symptoms and if the Doctor determines it, the guest will go to the hospital for an evaluation where they will determine if the guest should stay hospitalized or if he/she can return to the isolation room at the hotel. The average is 14 days, it will depend on the health condition of the guest.

Understanding the global situation we are currently going through and listening to your requests, The Excellence Collection is pleased to announce that in addition to the free COVID-19 tests for guests whose destination country require a negative result, we will be offering a complimentary stay at no additional cost to those guests who test positive for COVID-19 for a maximum of 14 days.

Is there a minimum of days to stay, so that I can access the free Covid-19 test?

Yes. These tests will be available to guests with a minimum stay of 3 nights.

What do I need to be able to return to the USA after testing positive?

According to CDC, if the guest has recovered from COVID-19, he/she may travel back to the USA with written or electronic documentation of a positive viral test result that confirms previous infection and a letter from a licensed healthcare provider or public health official stating that the person has been cleared for travel (Documentation of Recovery).

Are the tests only for guests traveling to countries that require a negative test, or can all guests use this service?

The Excellence Collection is happy to offer COVID-19 tests to any guest who wishes to have it but will only cover the cost for those with mandatory legal requirements to return to their country.

If your home country does not require a negative COVID-19 test result, you can request an Antigen Test for $50 usd plus tax, or a PCR test for $150 usd plus tax.

How can I make an appointment for a COVID-19 test?

The Hotel Staff will coordinate with guests to accommodate the appointments and confirm them the time. Guests must take into consideration their home country’s specific requirement; in the case of the USA, Canada and UK, for instance, airlines require the test to be taken no more than 72 hours prior to your scheduled departure. It is the sole responsibility of guests to verify and comply with all requirements and to make timely arrangements.

What times is the test available? When will I get results?

Testing is available in the mornings at the resort’s on-site medical center, before 12:00 pm noon during the week with results available by the evening; or weekends with results available on Monday.

Where do I go to get the COVID-19 test?

Once you have made an appointment with the concierge, you simply need to wait until your confirmation appointment time and visit the medical center, located right at the resort.

What kind of COVID-19 test is it?

The free test is a COVID-19 Antigen for the USA and the UK; and PCR for Canada test, which is the COVID-19 viral test accepted by these and other countries for reentry.

What is the minimum age to take the test?

According to official information, for the USA, the test must be taken by children from 2 years old and adults; for Canada, the test must be taken by children from 5 years old and adults and for the UK, the test must be taken by children from 11 years old and adults. In these cases, the traveler must present the negative COVID-19 test result as a requirement to re-enter their country.

Will the complimentary stay be free only for the COVID-19 positive guest? What about the partner?

Following our security protocols and thinking about the well-being of our guests and staff, we must relocate the positive COVID-19 guest and their companion in two separate rooms, if the companion wants to stay. In both cases, the stay will have no additional cost for a maximum of up to 14 days and it will be necessary for the companion to follow the security protocols established by The Excellence Collection at the hotel.

What if I go with my family and one of us tests positive for COVID-19?

Stays for families that have an occupancy of 2 adults and a maximum of 3 children, can be accommodated in up to 2 rooms at no additional cost. This extended stay will apply up to a maximum of 14 days and it will be necessary for the companions to follow the security protocols established by The Excellence Collection at the hotel.

If we have traveled in a group and one of us tests positive for COVID-19, can the rest of us extend our stay?

The complementary stay free of charge applies for the guest that tested positive for COVID-19 and one (1) companion, if he/she wants to stay.  This stay will apply up to a maximum of 14 days and it will be necessary for the companions to follow the security protocols established by The Excellence Collection at the hotel. In case other members of the group would like to extend their stay, they can do so with our regular rates.

ABOUT OUR REOPENING DATES

 

I heard some of your properties are temporarily closed due to the Covid-19 situation. What are your reopening dates?

You can see our most up-to-date reopening dates in the chart below:

 

 

As you reopen, will your hotels and resorts be taking extra precautions for hygiene and cleanliness to protect guests and staff?

Yes! Our new Health & Safety Committee has created our new Health & Safety Protocols for our entire collection of hotels and resorts, which you can see here.

Guests who have stayed with us before know that we have always implemented high standards in safety, health, hygiene, and cleanliness throughout our properties. As we reopen, we will of course continue with the same high standards as always, along with these new standards, measures, and processes to keep our guests and staff safe and comfortable.

 

Are you sure the hotels will reopen on their scheduled reopening dates? My trip is coming up in a few months, should I reschedule?

We keep a very, very close eye on everything happening in travel right now and in the future. As a result, we have chosen those dates after carefully analyzing many factors in the Covid-19 situation and the travel industry as a whole; our scheduled reopening dates reflect that we are very hopeful we will be able to open our doors at that time.

Of course, the reopening dates are subject to change, taking into account the latest travel restrictions in the home countries of our guests and in our own destinations.

In the event that we might need to change our reopening dates, we would let all of our guests know in advance and offer whatever assistance you need to reschedule.

NEW RESERVATION QUESTIONS

What is your cancellation policy? I want to book a new stay at your hotel, but I am worried that the Covid-19 situation will make me have to cancel later on. 

To help our guests feel comfortable booking new stays, we have made our flexible cancellation policy even more flexible in case you have to change your travel plans. 

For new direct reservations, your booking will have penalty-free cancellation up to 24 hours in advance of your arrival date, with the exception of our special non-refundable rate options. Cancellations made less than 24 hours in advance will be considered no-shows or late cancellations, and will be charged in full. Keep in mind that you might be subject to penalties with your credit card. When booking through third party websites (tour operators, travel websites, etc.) some cancellation penalties could apply.

RESCHEDULING QUESTIONS

I have already tried to reschedule my booking through a third party (travel agent, travel website, etc.), but I am not getting a timely response and/or cannot get the help I need. Can you help me?

Some travel industry businesses need more time than usual to meet all of the unprecedented customer service demands they are receiving during this difficult time. You can contact us at The Excellence Collection directly and we will be glad to liaise with our close partners to look into your rebooking.

Please pass along your relevant details (name, hotel, reservation number, and the company you used to book) and our team will follow up and hopefully accelerate a resolution for you. We are very glad to help!

You can contact us at info@theexcellencecollection.com

Can I cancel my existing reservation and make a new one through a different seller? I have already tried to reschedule through my original channel, but I am not getting a timely response and/or cannot get the help I need. 

We always recommend that you keep your existing reservation and work with your preferred agency, operator, or travel website to secure new options. This will make it easier to change your travel dates, the length of your stay, or your suite category, or even choose a different property from The Excellence Collection’s portfolio (with the corresponding changes in charges that could apply). 

Should you choose to switch sellers, we are happy to let you know that we only work with the most reputable travel companies worldwide, so you can compare and decide the best option for you. For a more detailed list of the most trusted partners, agencies, and distributors partnered with The Excellence Collection, please click here.