We have been closely monitoring the COVID-19 situation and are following guidelines from the World Health Organisation (WHO) and respective local health agencies where we have operations. We understand there are many concerns during this time and wish to assure our guests that the safety and well-being of our guests, customers and colleagues are of paramount importance to us.
Our promise ‘Shangri-La Cares’ comes straight from the heart. It underpins the caring spirit of our brand and guides our unrelenting efforts to ensure your well-being and comfort.
As part of our ongoing efforts to create a trusted and nurturing environment for you, we have embraced a series of safety standards and precautionary measures across our hotels.
Individual precautionary measures may vary by property.
Review local measures in place for our hotels in South East Asia and Australasia here.
All colleagues don face mask and are equipped with necessary personal protective equipment including gloves when deemed necessary
All colleagues trained/retrained on use and disposal of personal protective equipment, personal health and hygiene, and enhanced sanitisation standards
Colleagues practice safe physical distancing. Signage and markings installed across heart of house areas as further reinforcement
Comprehensive training, certification, recertification programmes for all our teams
Extensive familiarisation and trainings held for our colleagues, especially those in guest-facing roles, on COVID-19 specific safety and sanitation protocols developed in close cooperation with our partner Diversey
Enhanced cleaning and sanitisation of all heart of house areas using Environmental Protection Agency (EPA) listed disinfectants with a focus on high-frequent and high-touch areas
Mandatory temperature screenings for all colleagues prior to entering hotel premises. Colleagues unwell will be asked to stay at home and offerred immediate medical support where relevant
Pre-arrival communications offer information on health and safety measures and relevant property-specific details
Disinfectant floor mats available at main entrance to clean and sanitise footwear
Guests will be encouraged to check-in and express check-out using our Shangri-La Mobile App
As a precautionary measure, guest temperatures will be recorded on arrival
Guests will be requested to fill-out health and travel declaration forms based on local government regulations
Signage and queue ropes serve as gentle reminders for our guests to maintain safe physical distance
Safety amenities including hand sanitising gels will be available at reception and at other convenient locations in the hotel
Contactless payment options will be available and encouraged
Increased frequency of cleaning and sanitisation of all air handling units and fan coil units
Thorough sanitisation and rigorous inspection process with attention to high-touch items
Limit in-stay housekeeping frequency and observe safe distancing during service
Environmental Protection Agency (EPA) listed disinfectants are used for sanitisation
Linen undergoes sanitising using high temperature washing process
Enabling safe distancing practices by reducing allowable capacities
Increased frequency (every hour during peak hours) of sanitisation of all public areas, washrooms and high-touch surfaces
Increased frequency of cleaning, sanitisation and inspection of all air handling units and exhaust systems
Safety amenities including hand sanitising gels will be available at convenient locations in the hotel
Signage and queue ropes in all high-traffic areas serve as gentle reminders for our guests to maintain safe physical distance
Queue management at buffets to maintain safe distance. Only one way flow allowed
Increased frequency of sanitisation using recognised disinfectants and food safe sanitisers
Restaurant and bar floorplans and seating capacities adjusted to be compliant with safe distancing guidelines. Guests encouraged to make prior reservations
Group size limitations may apply per table based on local regulations and advice. Please contact local restaurants for more information
Table service and set-up modified to accommodate individual portions. Tables setup with minimal settings
All dishes will be served covered and service spoons will be offered for all family-style shared dishes
Digital menus and contactless payment options will be made available and encouraged
Hygiene amenities including hand sanitising gels will be available at reception and at other convenient locations in the hotel
Temporary closure of swimming pools, whirlpools, saunas and steam rooms based on local requirements and regulations
Thorough sanitisation is conducted with attention to high-touch guest contact items
Safe distancing and capacity restrictions applied in locker rooms, health and sports clubs, and kids clubs
Mandatory temperature screenings for all children and their accompanying adult participants at Kid Clubs
Guests must sign a health declaration form and contact information will be collected per local regulations
Safety amenities including hand sanitising gels will be available at reception, inside each treatment room, at towel and water stations, and in kids clubs
Increased spacing or alternate exercise equipment and machines in use to practice safe distancing at gyms
Increased frequency of sanitisation using EPA-listed disinfectants
Disinfecting wipes available near gym equipment and towel and water stations
As a precautionary measure, guest temperatures will be recorded on arrival
Hygiene amenities including hand sanitising gels will be available at reception and at other convenient locations in the hotel
Reinforced food safety standards, new buffet and table service protocols. Menus revised to offer individually plated and packed meals where relevant
All AV equipment sanitised after every use, with microphones in particular sanitised between uses
Event rooms floorplans and seating capacities adjusted to be compliant with safe distancing guidelines
Increased frequency of sanitisation with a focus on high-touch and high-traffic areas
Shared snacks and food offerings to be discontinued and replaced by single portion
Signage and queue ropes in all high-traffic areas serve as gentle reminders for our guests to maintain safe physical distance
In view of the current COVID-19 situation, potential regulatory restrictions and border closures which may be imposed from time to time, for all reservations made prior to 1 April 2020, including advanced purchase rates, travelling to our hotels globally* before 31 March 2021, we will waive the cancellation charges regardless of booking channel, if cancelled more than 24 hours prior to arrival date. The hotels reserve the right to contact all inbound international guests at least 30 days prior to their arrival dates to confirm or cancel their reservations.
For all other reservations, our normal cancellation policy applies; please refer to terms & conditions.
For further assistance, please contact us.
Assistance with changes for group and event bookings will be handled on a case by case basis, please reach out to your sales contact.
*Exceptions apply for Shangri-La Hotel, Tokyo, please contact us at tokyo@shangri-la.com and we will work with you personally on your reservation.
Golden Circle has extended tier status for all Diamond and Jade members globally. With this extension, all Golden Circle Diamond and Jade members will maintain their current tier status and benefits until 31 December 2021.
Additionally, in order to help you manage your Golden Circle Award Points with more flexibility and time, your points expiring at the end of 2020 will now be carried forward until 31 December 2021. We are committed to supporting our members during this time and will continue to monitor the situation accordingly.
At Shangri-La Group, we care deeply about the communities in which we live and work. During these trying times, our hotels worldwide have engaged in different community support initiatives to assist medical workers, local community members and people in need. For more details, please see our blog.
During this evolving situation, we continue to welcome our guests at our hotels and resorts where possible in accordance with local requirements. For the latest information about a specific property, please consult the specific property page by finding a hotel or contact us.
We wish to thank our guests for their continued trust and co-operation during this unprecedented situation.