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:
I want to amend my booking due to COVID-19. How do I do this? 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 up to the 30th June 2020 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.
I’ve emailed firstname.lastname@example.org and haven’t received a response. How long will it take? We are working in departure date order with bookings travelling up to the 30th June 2020 as our current priority. If you have emailed, a member of the team will be in contact in due course and will assist and help where they can. Thank you for your patience.
When will I receive my refund? We are working tirelessly to action all refund requests. Once requested and approved, refunds are taking 28 working days to be completed. To help speed up the process, we recommend emailing email@example.com with your bank account information including the account holder’s name, account number and sort code. Please state your SAN-booking reference in the subject line and body of the email. Once we have this information, we will be able to process your refund. If you do not wish to provide this information via email, alternatively you can fill out the details on a word document, PDF file or JPEG which you can then upload into a secured folder using the following link – https://www.sandals.co.uk/ paymentinformation/. Please note, your details will be automatically destroyed within 7 days. Upon receipt of your bank details we will aim to set up same day bank transfers as soon as possible.
I booked via a travel agent (through Sandals and Beaches Resorts- Operated by Unique Caribbean Holidays Ltd), when will I receive my refund? For bookings made via a travel agent you will need to liaise directly with your agent. Unfortunately, we are unable to advise when you will receive a refund from them.
If I make a new booking for 2021/2022, will I get a refund if my travel plans are impacted by COVID-19? Yes. As per our currentterms and conditions, and as we have been doing for every customer impacted by the Coronavirus, if you’re unable to travel due to government travel restrictions, border closures or airline cancellations, you will be given the option to move your booking to new dates and/or receive a refund.Outside of this, your booking is subject to our normal standardterms and conditions. For our full terms and conditions please visit - https://www.sandals.co.uk/terms-conditions/
What is your refund policy? If your booking is impacted by COVID-19 you will be given the option to move your booking to new dates and/or receive a refund. For our full terms and conditions please visit - https://www.sandals.co.uk/terms-conditions/
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 you have any concerns regarding your plans please email firstname.lastname@example.org and our team can advise you accordingly.
If I have a Virgin Atlantic flight from London Gatwick will I be moved to London Heathrow free of charge? Your booking will automatically be amended over and our team will be in touch with revised flight information shortly.
What happens if British Airways stops flying from London Gatwick? If there are any changes to airline schedules and/or departure points, we will contact all affected customers with amendments options.
Can I make a new booking? Yes. If you’d like to make a booking for 2020, 2021 or 2022 travel, please look online. 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 Resort • Preferred Departure Dates
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 - https://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.