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    COVID-19 FAQ

    Can I cancel or amend my reservation that was booked directly via your website?

    We have instituted a series of cancellation and postponement policies to ensure that you benefit from it.

    New reservations (for bookings made between now till 30 June 2020):
    • Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
    • Cancellation must be made at least 24 hours to arrival date. Any changes to existing reservations will be subject to availability and rate differences.

    Existing reservations (including pre-payment and advance purchase rates)
    • Full waiver/cancellation of any stays (14 days or less) before 30 June 2020
    • For stays beyond 30 June, you can choose to postpone your stay or request for a cancellation (subject to terms & conditions).

    As policies may vary from time to time due to changes in local government regulations and travel restrictions, please contact the property in question directly or visit their FAQ page.

    How do I cancel or amend corporate / group reservations?

    For corporate, group or long stays (more than 14 days) reservations, please contact the property or sales manager directly.

    Can I cancel my reservation within 24 hours due to a government-issued travel ban, flight cancellations or other COVID-related issues?

    For cancellations within a short notice or 24 hours prior to arrival, please contact the property directly for immediate assistance.

    Are there any documentations or requirements for me to stay your properties? Are there any groups of people who are restricted from staying at your property?

    Our properties operate in adherence to local regulations and recommendations hence, requirements and restrictions will vary accordingly. For more information, please contact the property directly.

    Do you accept foreign guests who are not affected by the travel restrictions and are seeking alternative accommodations?

    We welcome all guests in accordance to local regulations and recommendations. For reservation enquiries, please contact the property directly.

    Which of your properties are open?

    We are constantly monitoring the developing COVID-19 situation globally and we remain guided by the directives set out by the relevant authorities on all leisure and non-essential businesses. Most of our properties continue to remain open with heightened measures in place for the safety of our guests and staff.

    Should you have enquiries about your reservation or of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information.

    How do I know if the property I have booked with will close temporarily?

    Due to the developing situation of COVID-19 and its uncertainties, we will work alongside you to allay any concerns you may have with regards to your reservations. The concerned property will be in touch with all guests that have a upcoming reservation. To find out more of the property, please contact us at reservations.global@frasershospitality.com or visit the property website for more information. 

    What happens to my reservation should a property decides to close temporarily?

    The property will reach out to you as soon as they can should any reservations be affected in the event of changing local regulations.

    Are you accepting new check ins/ reservations?

    We are always ready to welcome you. Our properties will operate and accept reservations in accordance to local regulations. Restrictions, if any, will vary accordingly. For reservations enquiries, please contact us at reservations.global@frasershospitality.com or the property directly.

    Has Frasers Hospitality been awarded with any hygiene accredition?

    At Frasers Hospitality, we have painstakingly and methodically implemented requirements above and beyond what is mandated by the WHO and relevant authorities. All of our properties, in their respective regions, are working towards acheiving the necessary accredition set out by the local authorities. 

    What are the sanitation routines and policy in place now due to COVID-19?

    We are actively monitoring the Centers for Disease Control and Prevention and World Health Organisation for the latest policies. All our properties have heightened their preventive measures and our staff are well-informed to assist guests to ease any anxieties. This includes, but not limited to:

    • Intensified cleaning and sanitizing of public spaces and facilities
    • Clear and instructional guides/poster placed throughout to facilitate safe distancing requirements
    • Contactless payment options made available
    • Availability of masks, sanitizers and thermometers upon request
    • Daily security and temperature checks of staff and guests
    • Alternative arrangements for food and beverage
    • 24/7 management support team to implement any additional and immediate measures recommended by health authorities

    Are there screening measures in place for guests and staff?

    Anyone (guests, staff, visitors and vendors alike) entering the property premises will have to undergo temperature screening and adhere to stringent safe distancing measures in place. 

    What happens if another guest in the same property is infected with COVID-19 during my stay? What kind of help and support can I expect from the property?

    We have instituted a stringent set of protocols and precautionary measures to ensure that you remain safe at all times. All of our staff are also well equipped and trained to handle such situations. We constantly remind all guests and staff to remain vigilant, practice good hygiene, and to immediately seek immediate medical attention if they are feeling unwell. Please be assured that our team is always on ground to offer the necessary assistance in times of crisis or uncertainties. 

    Are your properties being block-booked by the government/used as quarantine facilities?

    None of our properties are being used as a quarantine facility at the moment. Frasers Hospitality is continuously monitoring the situation and remains in direct contact with the local government to ensure that communication remains open and that the most relevant information given to our guests and staff is up-to-date. 

    Do you have stepped up cleaning protocols for hotels in locations where there are confirmed COVID-19 cases?

    All our properties are monitoring the local situation closely and following the protocols and policies implemented. We have been working closely with the relevant health authorities in all affected markets, to ensure that precautionary measures are undertaken at all our properties. Our staff and guests are also encouraged to reach out to the management should they feel unwell or display any related symptoms. 

    Are facilities open for usage? If not, when will they be open for use?

    As we adhere to safe distancing directives set out by the relevant authorities, most on-site recreational facilities such as Swimming Pool, Gym, Restaurant, Steam and Sauna remain close at the moment. In common public areas such as the Lobby and Residents' lounge, minimal gatherings and interactions are encouraged. We strongly urge our guests and staff to join us in our effort to flatten the curve.

    Safe distancing signage are in place for facilities that remain open which all guests are reminded to adher to. For more enquiries on facilities and operational hours, please contact the property or visit the website for more information.

    With these facilities closed, what else can I do during my stay?

    The wellbeing of our guests continues to be our priority. To this end, we have developed a series of engaging 'Stay (In)spired with Fraser' content which you can easily participate in the comfort of your apartments / rooms and kitchenette. Activities include fitness work-outs, cooking challenges and even fun ideas to keep the little ones occupied. 

    Can I request for reduced contact services (eg. housekeeping) as I prefer to minimise unnecessary contact?

    Yes of course. We continue to offer a range of flexible services to our guests, depending on their needs.

    Will breakfast and F&B services be available? How are they handled?

    Most, if not all of our F&B facilities remain open only for takeaway or delivery. Guests or patrons are spaced a distance apart at all times (i.e. within the premise and when queuing). To minimise unnecessary interactions, dine-in service is not allowed. We do, however, provide in-room dining services and other delivery alternatives.

    Some of our properties will offer freshly-made Grab & Go or takeaway bentos, in replacement of Buffet breakfast. Please visit the property website for more information.

    With these newly minted measures in place, how different will my stay experience be?

    Our properties are keeping pace with the changes in local advisories and extending flexibilty where needed. We remain commited to maintain the highest standards of hygiene, cleanliness and service for your well-being and safety. Our staff dedicates to ensure that your stay continues to be memorable and comfortable at all times.

    FAQ - Item

    General FAQ

    What is the cancellation policy?

    For bookings between 1-29 days: Cancellation must be made before 6 pm (local time) 1 day prior to arrival to avoid 1 night cancellation charge. For bookings of 30 days or above: subject to the leasing agreement.

    How do I get to the hotel?

    We are located at No.1, Lane 600 Yincheng Road(M), Lujiazui, Pudong New District, Shanghai. You can take the subway line 2 and get off at Lujiazui station.

    Is it possible to store my luggage at the hotel before check-in?

    Yes, it is free of charge, subject to availability.

    What is the reception operating hours?

    The reception, concierge and security services are 24/7.

    What is the cost of hotel/service residence limousine services?

    The limousine service ranges from CNY550-CNY1200 to Hongqiao airport station and CNYB650-CNY1300 to Pudong airport station. Please feel free to contact our front desk at (86)21 6378 8888 for the further information.

    Is airport shuttle service provided?

    We do not provide shuttle service to the airport.

    Is on-site parking available and what is the cost?

    One car park lot is complimentary for short-stay guests (1-night) and CNY2800net/month is chargable for long-stay guests.

    Are the residences handicap-friendly?

    Unfortunately, we do not have apartments that are wheelchair-friendly. If you require further assistance, please feel free to contact us at (86)21 6378 8888

    Are newspapers provided?

    Yes, complimentary newspapers are available in the lobby area.

    Are baby cots and extra beds available?

    Baby cots are free of charge and subject to availability. The extra bed is chargable at CNY200net per night.

    Are pets allowed?

    Pets are allowed at our apartments subject to our pet policies and procedures. If you require any further information, feel free to contact us at (86)21 6378 8888.

    What are the type of beds provided?

    All three-bedroom units: 1 king size bed, 1 queen size bed, 2 single beds; Two-bedroom units: 1 king size bed, 2 single beds

    Are laundry services provided?

    Yes, the laundry servise is chargeable.

    What are the available dining options?

    We provide buffet breakfast & in-room dining service.

    What is the cost of breakfast?

    The breakfast cost is CNY80net/person for adults; CNY40net/person for children.

    What time is breakfast served?

    Breakfast is served from 06:30 - 10:00 am at our all-day dining restaurant on weekdays, and 06:30 -11:00 am on weekends and public holidays.

    What is the check-out time?

    The check-out time is 12:00 pm.

    What is the check-in time?

    The check-in time is 2:00 pm.

    Are there fitness facilities provided?

    Outdoor swimming pool (Seasonal), Indoor heated swimming pool (Seasonal), children's wading pool, Extensively-equipped gymnasium,Tennis court, Basketball court are complimentary for guests.

    Where can I find the best rates?

    You can find the best rates on our brand website Offers page or contact our reservations department at +86 21 6378 8888  or via e-mail at sales.fsshanghai@frasershospitality.com

    What kind of services and facilities do you offer?

    Fully furnished residence with separate living, dining, kitchen,bedroom areas; 
    On-site management; 24/7 security and CCTV surveillance;24/7 reception and concierge services; Bi-Lingual Guest Service; Daily Housekeeping service (except Sunday & Public Holidays) ;Complimentary scheduled shuttle service to key business and shopping disctricts;Children's play zone Billiards room PC Game room