We understand this is an uncertain time, so we’ve compiled our most frequently asked questions to help you out. Thank you for your patience and continued understanding:
Please note, booking amendment and cancellation requests will be dealt with in departure date order.
If you do not wish to travel as planned, please note, you must inform us at least 24 hours prior to your flight departing from the UK. Failure to do so will mean that you will be listed as a no show and your flights will not be able to be amended.
COVID-19 cancellation and amendment policies (updated 7th December 2021)
Bookings can be amended to alternative travel dates up to 31 December 2023.
Flight change fees and fare increases may apply, according to the airline’s policy for booking amends.
Any price increase for the accommodation part of the booking will be charged, according to the rate on the day the amend is made.
UCHL’s usual £50 administration fee will be waived for booking amends however an admin fee will be charged for any name changes/name corrections on documents.
All booking amends are subject to availability and blackout dates.
To make a booking amend or cancellation:
Please contact UCHL’s administration team on [email protected] to discuss changes to your booking. Please include your SAN reference and preferred new travel dates, if applicable. Phone lines are for new booking enquiries only and cannot be used for booking amends
Customers are responsible for purchasing travel insurance with adequate COVID-19 cover as soon as possible after booking.
Please use our helpful guide to island entry protocols to ensure you comply and are aware of these before travelling. Separate protocols apply for travel to/from England, Scotland, Wales and Northern Ireland.
Flight tickets will be issued approximately 50-days before departure. Once these tickets are issued, they become non-refundable. If you decide not to travel on your original itinerary once flight tickets have been issued, penalty charges will apply.
You must be fully complaint with the UK FCDO advice if you travel.
The Sandals Confidence policy Our flexible Sandals Confidence policy will apply in the following scenarios only and is applicable only for 2022 departures booked through Unique Caribbean Holidays Ltd. (UCHL):
If the Foreign and Commonwealth Development Office (FCDO) advises against travel to one of Sandals and Beaches Resorts’ Caribbean destinations (policy will apply to bookings to the affected destinations only)
If one/some of Sandals and Beaches Resorts’ Caribbean destinations do not allow travellers from the UK to enter the country (policy will apply to bookings to the affected destinations only)
If England, Scotland, Northern Ireland or Wales go into a full national lockdown (note, this does not apply if the UK is divided into tiers or if there are local lockdowns imposed)
In this case, the following Sandals Confidence policy will apply to customers with affected 2022 bookings:
Holidays can be amended to alternative dates up until 31st December 2023.
All booking amends are subject to availability and blackout dates.
The rate originally paid for the accommodation part of the booking will be protected when moving the booking at the same resort and in the same room category for alternative dates up until 31st December 2023.
Any changes to resort or room category for all booking amends will be charged.
Any differences in the air fare for all booking amends will be charged.
Fees for ticket amends may also apply according to the airline’s policy.
UCHL’s usual £50 administration fee will be waived for booking amends up to 31st December 2023 UCHL’s usual £50 administration fee will be waived for booking amends however an admin fee will be charged for any name changes/name corrections on documents.
If flight tickets have not been issued, the cost of flights can be refunded. If flight tickets have been issued, customers will be able to claim a flight credit to use against a future UCHL holiday booking (Virgin Atlantic flight credits must be redeemed before 30th April 2023, British Airways flight credits must be redeemed before 30th September 2023). If flight credits are not used before these dates they will expire.
If flight tickets have been issued and the airline changes their schedule and cancels the flight, the cost of the flight will be refunded.
Cancellations and refunds are available on the accommodation part of the booking if customers are unable to travel due to any of the reasons listed above.
If you have already emailed us to amend your booking, your request has been automatically logged. Please do not email us again as this will slow down the amendment process.
If you’ve emailed us to cancel a booking, the cancellation request will be logged on the date that the email was received. If the email is received at the loss of deposit stage then no other cancellation charges will be applied, unless the flight has already been ticketed. Cancellation confirmations and invoices will be generated as quickly as possible.
Please note, we are receiving a high volume of enquiries. Thank you for your patience and understanding.
The UK currently requires a negative COVID-19 tests for re-entry if you are non or partially vaccinated. Do you still offer re-entry COVID-19 tests on resort?
Fully vaccinated customers returning to the UK are no longer required to take a COVID-19 test for re-entry. However, non-vaccinated/partially vaccinated customers returning to the UK are still required to take a COVID-19 test for re-entry. To ensure that this is of minimal disruption to your holiday, we have arranged the ability for non-vaccinated passengers to have complimentary COVID-19 testing in the comfort of our resorts. Tests will be conducted by approved and practiced medical professionals with maximum convenience and minimal distraction to the overall holiday experience. This will be done within 48 hours prior to arrival in the UK. Please note, COVID-19 antigen tests are also required for all passengers, whether they’re vaccinated or unvaccinated, that are travelling between Exuma to Nassau.
Pure Grenada: www.puregrenada.com/travel-advisory/ (NOTE: Sandals Grenada Resort & Spa guests have different protocols to what is listed on the Government website. Please refer to our helpful guide, here)
Please note, our team cannot advise on island entry protocols or requirements for travel to or from the UK. If you have any questions about completing island specific travel authroisation forms you must contact the tourism office of the country you are visiting.
Should I pay the full balance for travel? Yes. If you have a holiday booked with us the balance will need to be paid 71-days before travel if you plan to travel on your original travel dates. If your balance is due but you wish to amend your travel dates, please do not pay your remaining balance. Please email [email protected] and the request will be automatically logged with our team. We are dealing with bookings in departure date order to provide you with the most cost-effective and flexible travel alternatives alongside our airline partners. If you have emailed us and have not yet received a response, please bear with us.
How will you be ensuring cleanliness safety at your resorts? Our Sandals and Beaches Platinum Protocol of Cleanliness covers additional protocols and guaranteed cleanliness standards to ensure heightened health and safety measures for guests seeking peace of mind in the Caribbean. For full details please visit - www.sandals.co.uk/cleanliness-protocols/
We’ve always said that love is all you need and now, more than ever, love is all that matters.
While you can’t travel to Sandals right now, we still want you to remember what Sandals is all about.
Relaxing, relieving stress and rediscovering what’s important in life... each other.
And when the time comes to travel again, we’ll be waiting for you with welcoming arms and open hearts.
Until then... stay safe... and we wish you all the love in the world.