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Our Commitment to Alaya’s Guest

19 March 2020

We would like to take this opportunity to personally express our appreciation for the ongoing support you have shown towards all properties and supporting facilities operating under the Alaya Hotels & Resorts banner. First and foremost, our hearts are with those who have been affected by Covid-19. In this unprecedented and challenging time, we want you to know that we are doing what we can to ensure your travel safety and to provide maximum flexibility to all of our guests.

We are closely monitoring the Centers for Disease Control and Prevention and World Health Organization’s statements regarding the novel coronavirus (COVID-19) cases and following guidelines from these agencies and the local health departments. The safety of our guests, owners, team members and partners around the world is a top priority. We are recommending that Alaya Hotels and Resorts follow the guidelines established by the World Health Organization (WHO), the U.S. Centers for Disease Control and Prevention (CDC), and their local health departments – and to report any suspected cases to the proper authorities as soon as possible.

The well-being and safety of the Alaya Hotels and Resorts customers and staff is vitally important, and that is why we have decided to update our booking cancellation policy and offer flexibility in the light of the COVID-19 as follow:

  • Retain the value of your reservation and extend its validity.
  • Rebook at a later date once you have decided on your travel plans

The travel retain is applicable to guests reservation on or before 30 April 2020 with travel dates up to 31 December 2020. Customers should also note the following :

  • New itinerary must be completed by 30 December 2020
  • A rate difference may apply for the new itinerary

We will continue to review our policy and retain the flexibility to extend the cut-off date of 31 May 2020 as we assess the impact of the Covid-19 outbreak on global air travel.

For Travel Agent Bookings

Guests who booked their accommodations through travel agents are advised to contact them directly for assistance. If you are a travel agent and require assistance, please contact our sales team through email at

Guests need only submit their rebooking requests when their new plans have been firmed up by email at

In view of the high contact volumes across our reservation team touchpoints, we will be waiving cancellation fees for travel between 1 to 30 March 2020. If you have decided not to travel but are unable to reach our reservation representative before your travel date, please be assured that cancellation fees will be waived when you rebook or change your travel date.

To convert your booking to open-dated, please submit your request through email at

We strongly encourage you to convert your reservation to open-dated so that you will be able to use it for future travel.

Guests are advised to check on their insurance policy coverage with their insurers. You may also use this letter to ask your travel insurance.

During your stay, we’re maintaining the highest standards to ensure everyone’s safety

To feel safe, taken care of, and at ease is a feeling we cultivate for all our guests and associates. As such, we have further activated stringent safety and hygiene protocols in all our properties worldwide, on top of our usual rigorous quality standards.

  • All public areas and back-of-house areas are sanitized on an hourly basis, paying attention to high-flow and high-contact points.
  • All rooms are deep cleaned and disinfected with virus-specific protocols, with hand sanitizer points at all F&B outlets, and mandatory temperature checks at all Spas.
  • All guests are now asked to provide a more detailed background on travel history.
  • All guests and staff undergo daily temperature checks, and receive ongoing training by medical practitioners on COVID-19 awareness and overall health, safety and knowledge.

The entire Alaya’s family would like to express our sincere gratitude for your patience and kind understanding at these trying times. We promise to do our best to provide care and support to each and every one of you. We assure that current situation at both Alaya Resort Ubud and Alaya Dedaun Kuta are secure. Guests and all communities are expected to remain calm and avoid misleading issues. Please feel free to contact us should you require any further information.


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