We know that there are many 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). 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 24 hours before the check-in date. After that time limit, the aforementioned applies.
2 - MY RESERVATION HAS BEEN MADE AFTER MARCH 17, 2020. CAN I CHANGE OR REQUEST A REFUND?
Online reservations made after the 17th of March 2020, for stays until the 31st of July 2020, can be changed (subject to the rate adjustment of the season, if applicable) or fully refunded, in the case of standard rates.
3 - 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.
4 - HOW CAN WE CONTACT THE HOTEL?
You can contact our Reservations Center by phone at +351 296 307 400 or by email email@example.com. 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.
5 - CAN I CANCEL OR CHANGE MY ONLINE BOOKING ALONE?
If your reservation was made through our website, and if it is not a non-refundable rate, you can find a link at the end of your confirmation email to edit your reservation. By clicking, you can cancel or modify your reservation without complications up to 24 hours before the check-in date.
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.
6 - 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.
7 - 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.
8 - 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 apllied.
9 - 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, in order to constantly update hygiene and safety procedures in all areas of the hotel. The measures implemented will be strictly followed by the hotel staff, who will receive frequent training and monitoring, and other measures will be 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.
10 - 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 not be open or 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
As for the National legislation that establishes exceptional and temporary measures related to the tourism sector, within the scope of COVID-19, namely the alteration or cancellation of hotels' reservations, check here: DL 17/2020
The hotel reserves the right to change the conditions described above at any time.