We know that there are some issues arising daily in relation to the current phase, so we have collected some of the most frequently asked questions, which will be updated whenever changes in the regional and national panorama so require. If you do not find your question, please contact the Reservations Center, via email firstname.lastname@example.org.
1 - CAN I CHANGE OR REQUEST A REFUND OF MY RESERVATION DURING THE COVID-19 CRISIS?
In case of cancellation related to the Covid-19 outbreak, the amounts already paid will be converted into credit, valid until 31/12/2021, which will allow you to plan a new trip (applicable to all fares). The same applies to non-refundable rates. If the cancellation is not caused by legal impediments within the scope of the Covid-19 outbreak, the regular rules of the purchased tariff will apply.
For individual bookings of refundable rates, the possibility of cancellation and full refund remains until the agreed deadline terms before the check-in date. After that time limit, the aforementioned applies.
2 - CAN MY RESERVATION BE CHANGED OR CANCELED BY THE HOTEL?
If restrictions on circulation in the territory are implemented by government decision, the hotel will contact you for one of the applicable alternatives, as described in point 1.
It is further informed that, in view of the current world panorama caused by the Covid-19 pandemic, as well as the forecast of the coming winter months in the Tourism industry, the Azoris Group is forced to suspend the activity of this unit from 8 November 2020 until March 31, 2021. Depending on the evolution of the pandemic, this date may be revised. Bookings already made for this period can be canceled without any cost charged by us or, alternatively, the stay can be rescheduled until December 31, 2021. To do so, you must contact our Reservations Center via email email@example.com (preferred means) or by phone (+351) 296 307 400.
3 - HOW CAN WE CONTACT THE HOTEL?
You can contact our Reservations Center by phone at +351 296 307 400 or by email firstname.lastname@example.org. However, we appeal to your understanding in case the response is not as quick as desired, as the team may be registering a high number of calls meanwhile. We suggest that you prefer communication by email whenever possible.
4 - CAN I CANCEL OR CHANGE MY ONLINE BOOKING ALONE?
No. Changes to your reservation must be made directly with our reservation center.
If it was done through an online channel (Online Travel Agency) we suggest that you follow the specific instructions for each channel, which you can find in the booking confirmation email. If necessary, use the support line of the channel.
5 - WHAT INFORMATION SHOULD I MAKE AVAILABLE WHEN CONTACTING WITH THE BOOKING CENTER TO CANCEL OR CHANGE MY BOOKING?
Our Reservation Center manages reservations for three hotels of the Azoris Group. To help speed up your order, make the following information available at the first contact: HOTEL FOR WHICH YOU BOOKED; NAME; CHECK-IN AND CHECK-OUT DATES.
If you enter the RESERVATION NUMBER, you do not need to provide personal information.
6 - WHAT HAPPENS TO MY RESERVATION IF MY FLIGHT IS CANCELED OR IF MY DESTINATION OF ORIGIN DOES NOT ALLOW TRAVELING ON THE DATES OF MY RESERVATION, UNDER COVID-19 MEASURES?
In the event of a cancellation related to the Covid-19 outbreak, there are two alternatives: your reservation will be open to set a new date, or we will issue a voucher in the same amount already paid for consumption until 31/12/2021, which will allow you to plan a new trip.
7 - SHOULD I CONTACT THE HOTEL IF MY BOOKING HAS BEEN MADE IN A TRAVEL AGENCY OR ONLINE BOOKING PLATFORMS (eg Booking, Expedia, etc.)?
In this case, no. If you booked your stay through an intermediary - travel agency or online operator - you will need to contact them directly, as the cancellation/refund/rescheduling policies of these intermediary channels are to be applied.
8 - WHAT SECURITY PRACTICES IS YOUR HOTEL IMPLEMENTING?
It is our priority to maintain the highest standards to guarantee the quality and safety of everyone, customers and workers, in order to ensure the normal functioning of the hotel units. We are aware of the evolution of COVID-19 and the recommendations of the official health entities, complying with the hygiene and safety procedures in all areas of the hotel. The measures implemented are strictly followed by the hotel staff, who receive frequent training and monitoring, and other measures are requested from our guests, ensuring that their stay on these wonderful islands run as safely as possible, mitigating any risk of infection.
CHECK THE COVID-FREE MEASURES IMPLEMENTED BY THE AZORIS HOTELS
This commitment is based on compliance with the standards issued by Turismo de Portugal and Turismo dos Açores, which allows us to designate our 3 hotel units as “Healthy & Safe Establishment”. Click on the images to learn more.
9 - HOW CAN I BE UPDATED ON THE STATE AND POLICIES AROUND COVID-19 IN THE AZORES TO HELP ME PLAN MY TRIP?
Many places of tourist interest in the Azores have made changes, especially in places where permanency rules have been implemented. This means that restaurants, museums, stores and other public places may have reduced hours.
Find out about regional policies here: Regional Policies
Regarding the state and national policies, see here: National Policies
As for the rules of the airports in the Azores, check here for each of the islands where we have our hotels:
Ponta Delgada, Sao Miguel: Ponta Delgada Airport
Angra do Heroísmo, Terceira: Lajes Airport
Horta, Faial: Horta Airport
The hotel reserves the right to change the conditions described above at any time.