At One&Only, our absolute priority is the health, safety and well-being of our guests and colleagues.

Our thoughts remain with all affected by the COVID-19 global pandemic. Health, wellness and the joy of travel is paramount and we will continue to do everything we can to provide a safe environment for our valued guests in the near future.

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, providing you with greater visibility.

These include:

Training

• Our team has completed 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 have appointed 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.

Hygiene

• We have increased our visible hygiene and sanitation measures throughout our resorts, from increased frequency of cleaning, to new cleaning and hygiene standards. This was already in place throughout our resorts but will now be more visible for our guests.
• We are pleased to 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 physical 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 have introduced new outdoor activities for children, designed with physical distancing guidelines. Where possible, we also offer bespoke private children’s arrangements.
• We have always welcomed our guests with our ‘Hand on Heart’, 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.

Restaurant Reservations

In accordance with NSW Government COVID-19 guidelines, restaurant reservations are required for dinner. Available dinner times in the Wolgan Dining Room are 5.30pm, 6.00pm, 6.30pm, 7.00pm, 7.30pm, 8.00pm and 8.30pm. Guest Services will assist to reserve preferred times.

Cancellation Policy

We want you to have confidence and peace of mind. We have therefore updated our cancellation policy to offer maximum flexibility. If you have any queries in relation to your upcoming travel, or potential future bookings please do not hesitate to reach out to our Reservations Team for further assistance.

Our commitment to you

One&Only has always, and will continue to 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.