SUMMER 2020 – WE CARE PROTOCOL

FREQUENT ASKED QUESTIONS

While preparing to re-open for summer 2020, we are going the extra mile to provide you with an updated product offering for a truly care-free holiday experience keeping as a top priority your safety and comfort. Please find the answers to your frequently asked questions below.

TRAVEL & CHECK IN

Which of your hotels will open and when? 

MarBella Corfu will open in July 4th, 2020 while MarBella Elix will open next summer season from April 30th 2021. Opening date for MarBella Nido Suite Hotel & Villas to be announced soon.

 

What happens if the MarBella Collection Hotel that I have booked in, doesn’t open for season 2020 due to the Corona Virus Pandemic?

You will be contacted by our reservations team and alternative accommodation options in the other MarBella Collection properties will be offered. The opportunity to re-book with us for summer 2021 maintaining the same booking conditions will be extended till October 2021. In case a deposit has been made, it will be credited for summer 2021 and we will honor an extra 150 euros resort credit per booking.

 

If my flight is cancelled what should I do?  

You will be offered to rebook for other dates in 2020 or 2021 or if no new date is in mind you will be offered a credit voucher with the same booking conditions and equal to the amount of your deposit already made which will be topped up with an extra 150 euros resort credit per room with a validity till the end of October.

What happens if I feel COVID19 symptoms during my stay?

Please contact immediately our Reception team or consult our MarBella Collection Wellness Ambassador. A Doctor is on call 24/7 and will be examining you.  After that a COVID19 test will be taken and you will need to stay in your room until the Results are ready.

 

What happens if the COVID-19 Test is positive? 

Following strictly “We Care” Health& Safety Protocol and Greek Government guidelines, mild cases need to be transferred to a designated hotel property at the destination as pre-selected by the Greek State where the guest will remain till his recovery there.

 

SERVICES

Will the service be the same as in previous years?

You will find changes and new ways of doing things throughout the resort, but ultimately you can still look forward to renowned hospitality, sun-soaked surroundings, and a holiday to remember.

If there are to be limited services and facilities at the resort, will there be discounts and reduced prices? 

There will be no extra discounts or reductions at the resort, any restrictions in place are for safety purposes. Please see details on our adjusted services and our Protocol here

Will the DINE OUT Experience take place?

The DINE OUT Experience will not be offered until further notice.

Will kids’ activities be available?

Worldwide Kids will be available for Kids outdoors activities and Babysitting on request.

Will the Adventure Club be available? 

The Adventure Club will not be offered this summer season but will return for 2021.

Will swimming pools be open?

Pools will be regularly disinfected, and proper distancing measures will be applied.

Will the SPA operate?

Spa Treatments will be on offer and reservations can be made with our MarBella App. Sauna and Hamman will not be available.

Can I use the Gym? 

Gym will not be available for safety reasons.

Can I use the waterspouts?

Non-motorized Water Sports will be available.

Are there any restrictions in the operation of restaurants, or changes to the booking procedure?

Al fresco A la carte dining options will be available across the Resort. Restaurants will operate at reduced capacity respecting social distancing rules and at extended hours. Snack service will be available at the pool & beach bars and an extended room service operation and offering will be available. Reservations are required with additional booking options offered through the MarBella Collection App.

Will be a Doctor on-duty at the resort? 

Our hotels have a doctor on call 24/7.

How can I get help with a specific question regarding my booking? Who should I contact?

Please contact our reservations team on the hotel you have booked: reservations.cfu@marbella.gr; reservations.elix@marbella.gr;  reservations.nido@marbella.gr or  info@marbella.gr for any general question.