We understand this is an uncertain time, so we’ve pulled together some of our most frequently asked questions to help you out. Once again, we’d like to thank you for your patience and continued understanding:
COVID-19 cancellation and amendment policies (updated 10th May 2021) Please note, the following policies apply for customers residing in England. For customers who reside in Scotland, Wales or Northern Ireland, we are currently awaiting further information.
Our policy for bookings due to depart on or before 10th June 2021 allows you to:
Amend the dates of your booking to alternative travel dates from 1st July 2021 - December 2022. The original rate paid for the accommodation will be protected at the same resort, in the same room category, subject to availability. Blackout dates for booking amends apply. Any changes to the resort or the room category will incur a cost and will be charged.
Flight amendment fees and price increases may apply, according to the airline’s policy.
Please email email@example.com with your SAN reference and preferred new travel dates and our team will be in touch to help you rebook your holiday.
Please note, we’re working in departure date order and currently working on bookings due to depart on or before 10th June 2021 only as the priority.
If you have already emailed us to amend a booking, please do not email us again or this could delay the process.
For customers due to depart on or after 11th June 2021:
Bookings can be amended to alternative travel dates between 1 July 2021 and December 2023. Any difference in accommodation costs will apply. Any difference in airfare or any airline change fees will apply. Our usual £50 administration fee will be waived for booking amends. All booking amends are subject to availability and blackout dates
Please note, 1 July 2021 is the earliest departure date available for booking amends.
If you wish to amend or cancel your holiday please email firstname.lastname@example.org with your SAN reference and preferred new travel dates and our team will be in touch as soon as possible.
These policies may be amended or withdrawn at any time.
Please note that you must let us know if you still intend to travel, or if you wish to amend your holiday by 7pm on the 14th May 2021 or the reservation will be cancelled. If you chose to continue to travel, please ensure that you are fully compliant with UK FCDO advice.
We are currently dealing with a high volume of enquiries so please bear with us. Thank you for your patience.
The UK currently requires a negative COVID-19 tests for re-entry. Do you offer re-entry COVID-19 tests on resort? Currently, all departures returning to the UK are 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 you to have complimentary COVID-19 testing in the comfort of your resort. Tests will be conducted by approved and practiced medical professionals with maximum convenience and minimal distraction to your overall holiday experience. This will be done within 72 hours prior to your departure and your test results will be available within 24-48 hours.
What are the island entry requirements for my holiday? As you may be aware, the islands that Sandals and Beaches Resorts operate in have recently introduced entry requirements and protocols that all visitors need to adhere to. These differ according to the destination and may change at any time.
We’d like to remind you to check the entry requirements for the destination that you are travelling to before you depart. These websites will also provide information about whether visitors are permitted to embark on tours and excursions and other activities outside of resorts. Please also continue to check the UK Government’s Foreign and Commonwealth Office website for the latest travel advice. Please find some helpful links below with further information.
Please note, our Call Centre team cannot advise you on Government protocols in each destination and will recommend that you look at the relevant website listed above and visit the FCDO website before you travel.
I want to amend my booking due to COVID-19. How do I do this? Please see section 1 for more information.
Please email email@example.com with your SAN-reference number and new preferred travel dates, and our reservations team will be in contact to help you rearrange your holiday. Please note that we are currently working in departure date order, with bookings travelling on or before 10th June 2021 as our current priority. If you are travelling after this date and have emailed us to amend your booking, please bear with us. We will respond to your email with you as soon as possible.
What is your refund policy? Please see section 1 for more information.
If you would like more time to decide on a new holiday, your deposit can be put on hold for an additional three months.
Should I pay my full balance for travel? Yes. If you have a holiday booked with us, you will need to pay the balance 71 days before you travel.
If your balance is due but you want to amend your travel dates, please do not pay your remaining balance. Please email firstname.lastname@example.org with the details and your preferred new travel dates to discuss amending your booking and your request will be automatically logged.
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.
When are your resorts opening? Most of our resorts are now open.
Can I make a new booking? Yes. If you’d like to make a booking for 2021, 2022 or 2023 travel, please look online or call one of our dedicated reservations team.
Alternatively, email your request to email@example.com and our knowledgeable reservations team will be able to assist you. To help us plan your dream holiday please provide us with details of your:
Number of Guests
Preferred Departure Airport
Preferred Departure Dates
Do I need to reconfirm my flights before I travel? Yes. Whist we make every effort to provide you with accurate flight information, airlines can make changes to their flight operations particularly in these difficult times. We therefore strongly recommend that you reconfirm your flight departure time, airport and terminal 72 hours prior to departure directly with the airline. Sandals & Beaches Resorts or Unique Caribbean Holidays Ltd. are not liable for passengers arriving at incorrect departure terminals or for any missed departures.
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.