At Langham Hospitality Group, we are working hard to ensure that we are ready to welcome back our guests from around the world. As we adjust to new travel standards and expectations, we remain committed to providing the peace of mind for our guests so they can relax in a safe and comfortable environment.
We fully embrace the enhanced requirements being issued by the local health authorities and governments on a country-by-country basis. As always, we remain uncompromising in our approach to cleanliness, and in many cases go above and beyond the health authority and government regulations. Below is an overview of some of the comprehensive steps we are taking to apply our enhanced protocols, which are subject to rigorous reviews. On every level, we will continue to protect the many communities we serve.
Rest assured, enhanced cleaning and disinfection procedures are implemented in all public, high-contact areas at our hotels. Our dedicated colleagues sanitise all surfaces and touch points on a regular basis throughout the day. The hotel rooms are meticulously cleaned, and all luggage arriving at the hotel is safely and professionally sanitised before being delivered to the rooms. Social distancing is observed in all public areas as required by local regulations; this includes restaurants, bars, banquet spaces and our gyms and spas.
All our colleagues receive continuous training in the new protocols; including interaction with guests and welcome procedures. We will request some information from you at the time of check in to ensure that we can understand your concerns and requirements, and tailor our service to you accordingly. Masks and disposable gloves are provided to guests upon request and sanitisers are available in all public areas.
As always, our highest priority is our duty of care to our guests’ and colleagues’ health, safety and well-being. We will continually evaluate and adapt our cleanliness protocols to meet the evolving challenges presented by the COVID-19 pandemic. In these extraordinary times, we live by our values, which means doing everything we can to provide a safe and enjoyable stay for our guests whilst also providing the exemplary service for which we are known.
In consideration of the virus outbreak and in order to facilitate our hotel guests to change or cancel their reservations, LHG will implement the following cancellation policies:
In light of the Covid-19 situation, we have implemented stringent precautionary operational measures at all our hotels to safeguard the health and well-being of our guests and colleagues. To assist guests whose travel may be impacted, we are waiving cancellation fees for all individual stays booked directly through June 30, 2021. Exceptions may apply to specific offers and packages, please refer to the terms and conditions provided on your booking confirmation.
For individual bookings made by a travel agent or an online booking platform, guests will need to contact their agent/booking site and refer to their terms and conditions regarding refunds and cancellation fees.
For group and catering bookings, please contact the hotel directly for all enquiries.
In our ongoing commitment to care for our guests and colleagues, we will continue to closely monitor the rapidly developing events and we wish for everyone to stay safe and healthy in the meantime. Your support is always deeply appreciated and we are very much looking forward to welcoming you back to our hotels soon.