When you choose to stay with us, we welcome you with a firm commitment that your health, safety, and wellbeing is our utmost priority. Though some offerings will be different during this period, we continue to offer choice, privacy, personalisation, and showcase the life, energy, and heartbeat of our resorts, so you can experience an escape with the highest degree of safety.

Enhanced Health & Safety

We have always had a robust and comprehensive sanitation programme, and this strong foundation allows us to adapt quickly to evolving advice from the World Health Organization and our local health officials. We will continue to monitor their guidelines and adjust our measures, with greater visibility to you, our guest.

These include:

Training

• All of our team are required to complete specific COVID 19 Training and re-certification of health and safety protocols prior to returning to work so they can execute their roles with confidence.

Coordination

• We are appointing a new COVID-19 dedicated Health, Safety & Hygiene Coordinator in each resort who will take full responsibility for implementing our enhanced health and safety programmes and report directly to each General Manager or Managing Director.

Testing

• Covid-19 Ag Rapid Antigen and PCR tests are available onsite at a cost of USD 150 per guest per test. Test result is available within 24 hours and will be shared with the guest prior to departure.
• Test may be scheduled with Front Office and must be taken 72 hours prior to departure.

Hygiene

• We have introduced an overhaul of our already-stringent hygiene and sanitation measures, from increased frequency of cleaning to new cleaning and hygiene standards.
• We offer to sanitise your luggage on arrival. Each piece will be handled carefully to guarantee safety and cleanliness prior to placing them in your room.
• A welcome kit with protective and sanitising products is available for you to use throughout your stay. In addition, all guest rooms offer a Fitness Kit and a Kids’ Kit for family arrivals.

Physical Distancing

• We have developed tools to enhance our guest experience without social contact. All traditional publications have been removed from guest rooms and information is available through new digital platforms, such as Guest Messaging Hubs, TV messages, Apps, and our new website (including menus, your resort compendium, etc.)
• With uniquely large footprints, our resorts have always ensured high levels of personal space and privacy. We will continue to maximise the use of our space, from beaches and gardens to restaurants, to ensure you can relax at a safe distance.
• We now offer new outdoor activities for children, designed with physical distancing guidelines. Where possible, we also offer bespoke private children’s arrangements.
• One&Only was the first brand to introduce the global ‘Hand on Heart’ gesture which is practised in each of our resorts. It’s a personal acknowledgment between guests and colleagues, replacing the handshake.

Health

• Resorts have the necessary equipment in place for discreet and private temperature checking, from thermal cameras to digital infra-red thermometers.

Cancellation Policy:

We want you to have confidence and peace of mind in the event your travel plans change. We have therefore updated our cancellation policy to offer maximum flexibility. In the event that there is a COVID-19 related travel ban, health or quarantine restriction at your point of departure or at the resort destination that restricts you from traveling to the resort destination, the resort will provide a full refund for a pre-paid reservation and/or waive all applicable penalties. In the event that you are in-residence at the resort and unable to depart the resort destination on schedule due to a COVID-19 travel ban, health or quarantine restriction, the resort will extend your stay based on a discretionary reduced rate off Best Available Rate (BAR). For more information, please refer to the Resort’s Booking & Cancellations page.

Our commitment to you:

One&Only has always, and will always, collaborate with worldwide experts to achieve the highest standards and deliver the very best experience to you, our guest. This includes local and global authorities, Diversey in Food Safety Management System, LQA and Forbes for Luxury Standards, but also our wellness partners, including industry leaders Chenot, who have endorsed our health programme, and others including Guerlain and ESPA.

Our resorts remain havens where you can retreat, breathe, and reboot among beautiful surrounds, with expert holistic care and programming.

If you would like to know more about our increased hygiene levels and safety measures, we would be happy to answer any specific questions you may have.

We will continue to safely deliver the experiences you love, how you like them, with genuine and authentic service, delivered from the heart.

We welcome you.